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Evidence Guide: TLII0004 - Provide assistance to customers

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

TLII0004 - Provide assistance to customers

What evidence can you provide to prove your understanding of each of the following citeria?

Establish contact with customers

  1. Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements
Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal dress and presentation are maintained in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sensitivity to customer specific needs, and cultural and individual differences is maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs

  1. Appropriate questioning and active listening are used to determine customer needs
Appropriate questioning and active listening are used to determine customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Urgency of customer needs is assessed to identify priorities for service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate customer service for specific customer need is identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service to customers

  1. Customer service needs are promptly responded to and support provided in accordance with organisational requirements
Customer service needs are promptly responded to and support provided in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer communications and inquiries are conducted in a clear, concise and courteous manner

Completed
Date:

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Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs

Completed
Date:

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Customer is directed to, or assistance from other staff is sought, when a customer inquiry cannot be fully answered

Completed
Date:

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Opportunities to enhance quality of service and products are identified and actions are taken to improve service whenever possible

Completed
Date:

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Information about problems and delays is provided and follow up is made within appropriate timeframes as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare for passengers with specific needs

  1. Vigilance is maintained for passengers with specific needs/disabilities on arrival
Vigilance is maintained for passengers with specific needs/disabilities on arrival

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards are identified, risks are assessed and risk control measures are implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance to customers with specific needs

  1. Ancillary equipment is accessed for passengers with wheelchairs/prams as required
Ancillary equipment is accessed for passengers with wheelchairs/prams as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers with assistance dogs are observed and assisted as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers with other specific needs are observed and assisted as required

Completed
Date:

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Customers are assisted in a courteous manner, sensitive to their needs

Completed
Date:

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Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate regarding customers with specific needs

  1. Relevant personnel are informed when assisting customers with specific needs may cause delays to services
Relevant personnel are informed when assisting customers with specific needs may cause delays to services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant personnel are informed about the presence of customers with specific needs as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

adapting to differences in equipment in accordance with operating procedures

communicating and interacting effectively

completing relevant documentation

identifying delays that may occur and the correct procedures for dealing with them

identifying different categories of specific needs

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

identifying types of inquires that are likely to be made and providing appropriate responses

implementing contingency plans

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies, risk situations and environments

monitoring work activities in terms of planned schedule

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly in accordance with regulatory requirements and workplace procedures

using ancillary equipment correctly to assist customers with specific needs

working collaboratively with others.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

ancillary equipment and procedures for operating/using ancillary equipment

availability and types of alternative service/s for customers with specific needs

common hazards and required support to minimise, control or eliminate risk of harm when assisting customers with specific needs during their journey

categories of disability types, including various physical and mental impairments that can hamper a customer during their journey

relevant legislation, regulations and organisational policies and procedures

service timetables and schedule information.

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.