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Evidence Guide: TLIL2046 - Handle customer luggage/property

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

 

TLIL2046 - Handle customer luggage/property

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

Handle customer luggage/property

  1. Customer enquiries are handled in a courteous manner and accurate advice and information is provided
  2. Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures
  3. Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account
  4. Hazards are identified, risks are assessed and control measures are implemented
  5. Luggage is issued on presentation of customer receipt or in accordance with workplace procedures
  6. Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures
Customer enquiries are handled in a courteous manner and accurate advice and information is provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Luggage is issued on presentation of customer receipt or in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process lost luggage/property

  1. Lost luggage/property status is substantiated using appropriate enquiries
  2. Lost luggage/property is investigated and traced in accordance with workplace procedures
  3. Lost luggage/property records are maintained in accordance with workplace policies and procedures
Lost luggage/property status is substantiated using appropriate enquiries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lost luggage/property is investigated and traced in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lost luggage/property records are maintained in accordance with workplace policies and procedures

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

Handle customer luggage/property

1.1

Customer enquiries are handled in a courteous manner and accurate advice and information is provided

1.2

Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures

1.3

Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account

1.4

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

1.5

Luggage is issued on presentation of customer receipt or in accordance with workplace procedures

1.6

Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures

2

Process lost luggage/property

2.1

Lost luggage/property status is substantiated using appropriate enquiries

2.2

Lost luggage/property is investigated and traced in accordance with workplace procedures

2.3

Lost luggage/property records are maintained in accordance with workplace policies and procedures

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

Handle customer luggage/property

1.1

Customer enquiries are handled in a courteous manner and accurate advice and information is provided

1.2

Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures

1.3

Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account

1.4

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

1.5

Luggage is issued on presentation of customer receipt or in accordance with workplace procedures

1.6

Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures

2

Process lost luggage/property

2.1

Lost luggage/property status is substantiated using appropriate enquiries

2.2

Lost luggage/property is investigated and traced in accordance with workplace procedures

2.3

Lost luggage/property records are maintained in accordance with workplace policies and 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 workplace procedures

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

handling heavy items correctly

interpreting and following workplace procedures and prioritising work

reading and interpreting relevant instructions, procedures, information and signs

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

securing stored items

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:

communication and negotiation requirements for handling customer luggage and/or property

documentation and record requirements for handling customer luggage and/or property

equipment and materials used for handling customer luggage and/or property, and precautions and procedures that should be followed in their use

labelling and coding systems

luggage forwarding procedures

problems that may occur when handling customer luggage and/or property and appropriate action that can be taken to resolve these problems

procedures for dealing with dangerous goods

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

transport system timetables

workplace customer service policies and procedures

workplace procedures and policies for handling customer luggage and/or property.

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.