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Evidence Guide: TLII3021A - Provide customer service in rail operations

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

 

TLII3021A - Provide customer service in rail operations

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

Establish contact with customers

  1. Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements
  2. Personal dress and presentation is maintained in line with organisational requirements
  3. Communication using appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
  4. Sensitivity to customer specific needs and any cultural and individual differences is maintained
  5. Genuine interest in customer needs is displayed
Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal dress and presentation is maintained in line with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Genuine interest in customer needs is displayed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs

  1. Appropriate questioning and active listening is used to determine customer needs
  2. Urgency of customer needs is assessed to identify priorities for service delivery
  3. Customers with special needs and the appropriate customer service are identified
Appropriate questioning and active listening is 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:

 

 

 

 

 

 

 

Customers with special needs and the appropriate customer service are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service to customers

  1. Prompt customer service is provided to meet identified needs according to organisational requirements
  2. Customer communications are conducted in a clear, concise and courteous manner
  3. Customer inquiries are dealt with courteously and efficiently
  4. Questions are used to clarify the customer's needs or concerns
  5. Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
  6. Customer is directed to or assistance from other staff is sought when a customer' s inquiry cannot be fully answered
  7. Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible
  8. Information regarding problems and delays and follow up within appropriate timeframes as necessary is provided
  9. Where required, customer inquiries and associated action/s are recorded and/or reported and in accordance with workplace procedures
Prompt customer service is provided to meet identified needs according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer inquiries are dealt with courteously and efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questions are used to clarify the customer's needs or concerns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information regarding problems and delays and follow up within appropriate timeframes as necessary is provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where required, customer inquiries and associated action/s are recorded and/or reported and in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare for customers with special needs (if appropriate)

  1. Vigilance is maintained for customers with special needs/disabilities on the train and/or station platform
  2. Actions to assist customers with special needs are identified in accordance with workplace procedures and/or requirements
Vigilance is maintained for customers with special needs/disabilities on the train and/or station platform

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance to customers with special needs (if appropriate)

  1. Ancillary equipment is utilised where appropriate for customers in wheelchairs/prams, if required
  2. Customers are assisted in a courteous manner, sensitive to the special need
  3. Ongoing support and/or vigilance is provided to the customer with special needs to maximise their travelling safety and comfort
  4. Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
Ancillary equipment is utilised where appropriate for customers in wheelchairs/prams, if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are assisted in a courteous manner, sensitive to the special need

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ongoing support and/or vigilance is provided to the customer with special 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 special needs

  1. Communication with other personnel is used in situations where dealing with customers with special needs may cause delays to service
  2. Where required, other personnel are informed about the presence of customers with special needs
Communication with other personnel is used in situations where dealing with customers with special needs may cause delays to service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where required, other personnel are informed about the presence of customers with special needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Assessment must include exercises which demonstrate competent performance of the following in a range of situations:

identifying different categories of customer needs

identifying service and/or operational information commonly requested by customers

identifying other types of inquiries that are likely to be made, and appropriate responses

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment, and/or

in an appropriate range of situations in the workplace

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant legislation, regulations and organisational policies and procedures

Procedures for operating/using ancillary equipment

Service timetables and network information

Availability and types of alternative service for customers with special needs

Required skills:

Communicate effectively with others when transporting customers

Read and interpret instructions, procedures, information and signs relevant to the transporting of customers

Interpret and follow operational instructions and prioritise duties according to customer needs

Complete documentation related to the transporting of customers with special needs (if applicable)

Operate electronic communication equipment to required protocol

Use ancillary equipment (if applicable)

Work collaboratively with others when transporting passengers with special needs

Promptly report and/or rectify any identified problems that may occur when transporting passengers with special needs in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unplanned events

Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Adapt to differences in equipment in accordance with standard operating procedures

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Transporting of customers may be carried out:

by day or night

in all weather conditions

on station platforms

on electric passenger trains

Customers with special needs may include:

people with disabilities, which may include physical, intellectual, psychiatric, neurological, sensory, learning disabilities

the elderly

people with prams/small children

people with luggage

Service information and services provided may include:

timetables

network layout

ticketing information

alternative transport

other customer service options

local area information

Ancillary equipment may include:

wheelchair ramps

hearing loops

audible alarms

visual alerts

platform markers for visually impaired customers

emergency evacuation equipment

Pre-operational visual checks may include:

customers on platforms

ancillary equipment

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Documentation/records may include:

workplace instructions and procedures for the transport of passengers with special needs

manufacturers instructions, specifications and recommended operating procedures for ancillary equipment, including pre-operational checks

emergency procedures

record book

Applicable procedures and codes may include:

relevant state OH&S legislation

relevant anti-discrimination legislation

relevant state environmental protection legislation