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Evidence Guide: TLII3009 - Provide on-board services 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

 

TLII3009 - Provide on-board services to customers

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

Establish effective communication with customers

Completed
Date:

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All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate

Completed
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All communications with customers are conducted in a manner which is consistent with organisational policy

Completed
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Identify and assess the needs and expectations of different customers

Completed
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Individual customer needs and expectations are identified so appropriate products and services may be provided

Completed
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Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied

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

Completed
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Limitations to service provision are identified and communicated to customers and customer understanding is confirmed

Completed
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Provide identified customer requirement

Completed
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Needs and reasonable requests of customers are met in a consistent and timely manner

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

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

Completed
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Opportunities to enhance service quality are taken when appropriate

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

Completed
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Anticipated problems are identified, monitored and actions taken to minimise their effects on customer satisfaction

Completed
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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:

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

completing transactions and revenue protection activities

handling and resolving conflict and grievance situations

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

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

operating electronic communications equipment to required protocol

reading and interpreting relevant instructions, procedures, information and signs

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:

concessional privileges

customer service requirements

details of on-board services provided to customers

fare structures

organisational policies and procedures

organisation’s transport services

procedures for using communications equipment

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

relevant state/territory regulations and requirements pertaining to revenue protection

services for customers who have a disability

timetables

typical problems that can occur when providing on-board 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 TLI Transport and Logistics Training Package Companion Volume Implementation Guide.