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Evidence Guide: TLII3003 - Provide customer service in transport vehicles/vessels

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

 

TLII3003 - Provide customer service in transport vehicles/vessels

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

Monitor and address passenger needs

  1. Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures
  2. Needs of all types of passengers are acknowledged and appropriate assistance is provided
  3. Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required
  4. Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk
  5. Passengers are suitably advised about any safety risk and action being taken
  6. Tact, courtesy, friendliness and patience are used at all times when dealing with passengers
  7. Passenger inquiries and requests are received and resolved with minimal delays
  8. Passenger inquires and associated action are recorded and reported in accordance with workplace procedures
Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Needs of all types of passengers are acknowledged and appropriate assistance is provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are suitably advised about any safety risk and action being taken

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tact, courtesy, friendliness and patience are used at all times when dealing with passengers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger inquiries and requests are received and resolved with minimal delays

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger inquires and associated action are recorded and reported in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and deliver commentaries

  1. Comprehensive briefings are delivered clearly and precisely
  2. Commentary presentations are wellresearched and delivered clearly and at precise timings
  3. Additional information is provided in response to questions
  4. Audio visual equipment is correctly and safely operated, as required
Comprehensive briefings are delivered clearly and precisely

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Commentary presentations are wellresearched and delivered clearly and at precise timings

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Additional information is provided in response to questions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Audio visual equipment is correctly and safely operated, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement conflict resolution strategies

  1. Conflict and difficult situations are recognised and fair solutions are negotiated equitably
  2. Conflicts unable to be resolved are referred to a higher authority
  3. Opportunities to enhance service quality are taken, particularly in conflict situations
Conflict and difficult situations are recognised and fair solutions are negotiated equitably

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conflicts unable to be resolved are referred to a higher authority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to enhance service quality are taken, particularly in conflict situations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with suppliers

  1. Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs
  2. Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel
Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

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

Monitor and address passenger needs

1.1

Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures

1.2

Needs of all types of passengers are acknowledged and appropriate assistance is provided

1.3

Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required

1.4

Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk

1.5

Passengers are suitably advised about any safety risk and action being taken

1.6

Tact, courtesy, friendliness and patience are used at all times when dealing with passengers

1.7

Passenger inquiries and requests are received and resolved with minimal delays

1.8

Passenger inquires and associated action are recorded and reported in accordance with workplace procedures

2

Prepare and deliver commentaries

2.1

Comprehensive briefings are delivered clearly and precisely

2.2

Commentary presentations are wellresearched and delivered clearly and at precise timings

2.3

Additional information is provided in response to questions

2.4

Audio visual equipment is correctly and safely operated, as required

3

Implement conflict resolution strategies

3.1

Conflict and difficult situations are recognised and fair solutions are negotiated equitably

3.2

Conflicts unable to be resolved are referred to a higher authority

3.3

Opportunities to enhance service quality are taken, particularly in conflict situations

4

Communicate with suppliers

4.1

Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs

4.2

Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

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

Monitor and address passenger needs

1.1

Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures

1.2

Needs of all types of passengers are acknowledged and appropriate assistance is provided

1.3

Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required

1.4

Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk

1.5

Passengers are suitably advised about any safety risk and action being taken

1.6

Tact, courtesy, friendliness and patience are used at all times when dealing with passengers

1.7

Passenger inquiries and requests are received and resolved with minimal delays

1.8

Passenger inquires and associated action are recorded and reported in accordance with workplace procedures

2

Prepare and deliver commentaries

2.1

Comprehensive briefings are delivered clearly and precisely

2.2

Commentary presentations are wellresearched and delivered clearly and at precise timings

2.3

Additional information is provided in response to questions

2.4

Audio visual equipment is correctly and safely operated, as required

3

Implement conflict resolution strategies

3.1

Conflict and difficult situations are recognised and fair solutions are negotiated equitably

3.2

Conflicts unable to be resolved are referred to a higher authority

3.3

Opportunities to enhance service quality are taken, particularly in conflict situations

4

Communicate with suppliers

4.1

Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs

4.2

Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

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:

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

conducting presentations to tourist passengers

interacting effectively with passengers

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies, risk situations and environments

operating and adapting to differences in equipment in accordance with workplace procedures

reading and interpreting relevant instructions, procedures, information and signs

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

responding appropriately to cultural differences

working collaboratively with others

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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:

customer service policies and workplace procedures

procedures for handling customer questions, complaints and conflicts

procedures for using audiovisual equipment

procedures for using communications equipment

relevant state/territory regulations and industry codes of practice for tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels

relevant tourism products, services and/or operations

relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations

route information

specific needs of different community sectors/cultures

specific needs of persons with disabilities.

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.