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Evidence Guide: TLII3022 - 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

 

TLII3022 - 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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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 is maintained in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Genuine interest in customer needs is displayed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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:

 

 

 

 

 

 

 

Appropriate customer service for specific customer need is identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identified service that meets identified customer need is promptly provided in accordance with 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 customer 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 other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information about problems, delays and follow up is provided 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:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

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

1

Establish contact with customers

1.1

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

1.2

Personal dress and presentation is maintained in accordance with organisational requirements

1.3

Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information

1.4

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

1.5

Genuine interest in customer needs is displayed

2

Identify customer needs

2.1

Appropriate questioning and active listening is used to determine customer needs

2.2

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

2.3

Appropriate customer service for specific customer need is identified

3

Deliver service to customers

3.1

Identified service that meets identified customer need is promptly provided in accordance with organisational requirements

3.2

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

3.3

Customer inquiries are dealt with courteously and efficiently

3.4

Questions are used to clarify customer needs or concerns

3.5

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

3.6

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

3.7

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

3.8

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

3.9

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

Required Skills and Knowledge

Elements describe the essential outcomes.

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

1

Establish contact with customers

1.1

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

1.2

Personal dress and presentation is maintained in accordance with organisational requirements

1.3

Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information

1.4

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

1.5

Genuine interest in customer needs is displayed

2

Identify customer needs

2.1

Appropriate questioning and active listening is used to determine customer needs

2.2

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

2.3

Appropriate customer service for specific customer need is identified

3

Deliver service to customers

3.1

Identified service that meets identified customer need is promptly provided in accordance with organisational requirements

3.2

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

3.3

Customer inquiries are dealt with courteously and efficiently

3.4

Questions are used to clarify customer needs or concerns

3.5

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

3.6

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

3.7

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

3.8

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

3.9

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

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 effectively with others

delivering service to customers at train station platforms and/or on a train

establishing contact with customers

identifying customer needs

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

interpreting and following operational instructions and prioritising duties in accordance with customer needs

modifying activities depending on operational contingencies, risk situations and environments

reading and interpreting relevant instructions, procedures, information and signs.

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:

availability and types of alternative service for customers during planned and unplanned events that may affect regular services

emergency procedures and emergency response plans

relevant documentation/records

relevant environmental protection legislation

relevant privacy, antidiscrimination and confidentiality operational procedures

relevant state/territory legislation, regulations and organisational policies, procedures and codes of practice

relevant work health and safety (WHS)/occupational health and safety (OHS) legislation

service timetables and network information commonly requested by customers

types of inquiries that are likely to be made and appropriate responses, in accordance with workplace procedures

workplace instructions and procedures for transporting customers with specific needs.

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.