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Evidence Guide: TLII2019 - Provide taxi customer service

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

 

TLII2019 - Provide taxi customer service

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

Establish contact with customers

  1. Welcoming customer environment is created and maintained
  2. Customers are acknowledged and greeted courteously and politely in accordance with workplace policies and procedures
  3. Clear, concise and courteous communication with customers is maintained
  4. Appropriate communication channels are used in accordance with workplace procedures
  5. Effective service environment is created through verbal and non-verbal presentation in accordance with workplace policies and procedures
  6. Cultural diversity and discrimination issues are recognised and responded to appropriately
  7. Acceptable and respectful behaviour towards customers is applied
Welcoming customer environment is created and maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are acknowledged and greeted courteously and politely in accordance with workplace policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clear, concise and courteous communication with customers is maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate communication channels are used in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective service environment is created through verbal and non-verbal presentation in accordance with workplace policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cultural diversity and discrimination issues are recognised and responded to appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acceptable and respectful behaviour towards customers is applied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present a positive organisational/ professional image

  1. Dress code and personal grooming are maintained to a professional standard in accordance with regulator and workplace requirements
  2. Vehicle cleanliness and tidiness is monitored and maintained
  3. All actions taken are in accordance with established requirements, workplace procedures and legislation
Dress code and personal grooming are maintained to a professional standard in accordance with regulator and workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Vehicle cleanliness and tidiness is monitored and maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

All actions taken are in accordance with established requirements, workplace procedures and legislation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify needs and expectations of different customers

  1. Individual customer preferences, needs and expectations are clarified
  2. Customers with specific needs are identified, and appropriate attention is given to ensure their requirements are met
  3. Communication suited to the situation is used
  4. Limitations to service provision are identified, communicated to customers, and checked for understanding
Individual customer preferences, needs and expectations are clarified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers with specific needs are identified, and appropriate attention is given to ensure their requirements are met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication suited to the situation is used

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Limitations to service provision are identified, communicated to customers, and checked for understanding

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meet identified customer needs and expectations

  1. Reasonable customer requests are met in a courteous and timely manner
  2. Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore satisfaction
  3. Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction
  4. Opportunities to enhance service quality are taken whenever possible
  5. Information about anticipated and unanticipated problems and delays is promptly communicated to customers
Reasonable customer requests are met in a courteous and timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to enhance service quality are taken whenever possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information about anticipated and unanticipated problems and delays is promptly communicated to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with difficult customer situations

  1. Potentially difficult customer situations are identified
  2. Conflict situations are dealt with using effective communication skills in accordance with industry and regulatory policies and procedures, and customer service protocols
  3. Incidents are reported to appropriate personnel in accordance with workplace policies and procedures
Potentially difficult customer situations are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conflict situations are dealt with using effective communication skills in accordance with industry and regulatory policies and procedures, and customer service protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incidents are reported to appropriate personnel in accordance with workplace policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply ethical behaviour

  1. Ethical behaviour that avoids any form of sexual harassment, physical or mental abuse, or intimidation towards passengers and other road users is applied
  2. Behaviour that avoids any form of discrimination is applied
Ethical behaviour that avoids any form of sexual harassment, physical or mental abuse, or intimidation towards passengers and other road users is applied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Behaviour that avoids any form of discrimination is applied

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Establish contact with customers

1.1

Welcoming customer environment is created and maintained

1.2

Customers are acknowledged and greeted courteously and politely in accordance with workplace policies and procedures

1.3

Clear, concise and courteous communication with customers is maintained

1.4

Appropriate communication channels are used in accordance with workplace procedures

1.5

Effective service environment is created through verbal and non-verbal presentation in accordance with workplace policies and procedures

1.6

Cultural diversity and discrimination issues are recognised and responded to appropriately

1.7

Acceptable and respectful behaviour towards customers is applied

2

Present a positive organisational/ professional image

2.1

Dress code and personal grooming are maintained to a professional standard in accordance with regulator and workplace requirements

2.2

Vehicle cleanliness and tidiness is monitored and maintained

2.3

All actions taken are in accordance with established requirements, workplace procedures and legislation

3

Identify needs and expectations of different customers

3.1

Individual customer preferences, needs and expectations are clarified

3.2

Customers with specific needs are identified, and appropriate attention is given to ensure their requirements are met

3.3

Communication suited to the situation is used

3.4

Limitations to service provision are identified, communicated to customers, and checked for understanding

4

Meet identified customer needs and expectations

4.1

Reasonable customer requests are met in a courteous and timely manner

4.2

Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore satisfaction

4.3

Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction

4.4

Opportunities to enhance service quality are taken whenever possible

4.5

Information about anticipated and unanticipated problems and delays is promptly communicated to customers

5

Deal with difficult customer situations

5.1

Potentially difficult customer situations are identified

5.2

Conflict situations are dealt with using effective communication skills in accordance with industry and regulatory policies and procedures, and customer service protocols

5.3

Incidents are reported to appropriate personnel in accordance with workplace policies and procedures

6

Apply ethical behaviour

6.1

Ethical behaviour that avoids any form of sexual harassment, physical or mental abuse, or intimidation towards passengers and other road users is applied

6.2

Behaviour that avoids any form of discrimination is applied

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Establish contact with customers

1.1

Welcoming customer environment is created and maintained

1.2

Customers are acknowledged and greeted courteously and politely in accordance with workplace policies and procedures

1.3

Clear, concise and courteous communication with customers is maintained

1.4

Appropriate communication channels are used in accordance with workplace procedures

1.5

Effective service environment is created through verbal and non-verbal presentation in accordance with workplace policies and procedures

1.6

Cultural diversity and discrimination issues are recognised and responded to appropriately

1.7

Acceptable and respectful behaviour towards customers is applied

2

Present a positive organisational/ professional image

2.1

Dress code and personal grooming are maintained to a professional standard in accordance with regulator and workplace requirements

2.2

Vehicle cleanliness and tidiness is monitored and maintained

2.3

All actions taken are in accordance with established requirements, workplace procedures and legislation

3

Identify needs and expectations of different customers

3.1

Individual customer preferences, needs and expectations are clarified

3.2

Customers with specific needs are identified, and appropriate attention is given to ensure their requirements are met

3.3

Communication suited to the situation is used

3.4

Limitations to service provision are identified, communicated to customers, and checked for understanding

4

Meet identified customer needs and expectations

4.1

Reasonable customer requests are met in a courteous and timely manner

4.2

Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore satisfaction

4.3

Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction

4.4

Opportunities to enhance service quality are taken whenever possible

4.5

Information about anticipated and unanticipated problems and delays is promptly communicated to customers

5

Deal with difficult customer situations

5.1

Potentially difficult customer situations are identified

5.2

Conflict situations are dealt with using effective communication skills in accordance with industry and regulatory policies and procedures, and customer service protocols

5.3

Incidents are reported to appropriate personnel in accordance with workplace policies and procedures

6

Apply ethical behaviour

6.1

Ethical behaviour that avoids any form of sexual harassment, physical or mental abuse, or intimidation towards passengers and other road users is applied

6.2

Behaviour that avoids any form of discrimination is applied

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:

adopting behaviour that avoids any form of sexual harassment, physical or mental abuse, intimidation or discrimination towards passengers and other road users

applying relevant codes of practice, workplace procedures and legislative requirements for customer service practices in a taxi

communicating effectively and working collaboratively with others

completing relevant taxi industry customer service documentation

dealing with common customer complaints and taking steps to avoid them

ensuring requirements for customers with specific needs are being met by providing appropriate attention to their needs

identifying and meeting customer needs

identifying difficult customer situations and applying problem solving techniques and conflict resolution skills in accordance with workplace procedures

implementing contingency plans

maintaining dress code and personal grooming to a professional standard in accordance with regulatory and workplace requirements

recognising and responding appropriately to cultural differences in the workplace

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

selecting and using appropriate workplace colloquial and technical language, and communication technologies.

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:

effective customer service techniques including:

active listening

appropriate language style and tone of voice

conversing with people with disabilities

culturally appropriate communication

giving customers full attention

maintaining eye contact (for face-to-face interactions)

open and closed questions

speaking clearly and concisely

writing legibly

fare structures

industry and workplace policies and procedures for coordinating taxi industry quality customer service

personal presentation requirements

procedures and protocols for providing taxi services to customers

relevant Australian and state/territory transport and taxi regulations, standards and codes of practice

relevant state/territory taxi transport subsidy scheme

relevant work health and safety (WHS)/occupational health and safety (OHS), equal opportunity and anti-discrimination procedures and guidelines

requirements of customers with specific needs

requirements of workplace systems and operations, and relevant equipment

risks involved in workplace operations and related precautions to control the risk

role of customer service in company profitability

security and emergency procedures

services for customers with disabilities

sources of information and documentation for providing taxi services to customers

taxi driver role in presenting a positive image to the public and delivering customer service

typical problems that can occur when providing taxi services to customers and related appropriate action that can be taken to prevent or solve these problems.

Range Statement

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.