Provide quality customer service

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AVII3011A, 'Provide quality customer service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide quality customer service' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1Identify and assess the needs and expectations of customers

1.1 Different types of customers are accurately identified according to age, personality and cultural background

1.2 Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided

2Deliver high quality service

2.1 Customers are greeted in a polite and friendly manner

2.2 Trust, goodwill and satisfaction are developed through appropriate communication strategies

2.3 Customer requests are met whenever possible and within reasonable limits

2.4 Customer service is delivered in a manner that is appropriate to customer s cultural/religious background

2.5 Customer dissatisfaction is promptly recognised and necessary action to resolve the problem is taken

2.6 Potential problems are anticipated and action is taken to minimise the effect on customer satisfaction

2.7 Opportunities to enhance the delivery of quality customer service are identified and appropriate actions, such as offers of assistance, building of rapport, and intuitive identification of unstated customer needs, are implemented

2.8 Non-verbal communication is used appropriately

3Deal with difficult customer situations

3.1 Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner that is appropriate to the customer s cultural background

3.2 The nature and details of the customer s complaints are established and agreed upon

3.3 Action to resolve the customer s complaint to their satisfaction is taken whenever possible and within the appropriate level of responsibility

3.4 Unresolved customer complaints are referred to a higher authority

3.5 All associated documentation is accurately and legibly completed in accordance with workplace procedures

4Provide service to customers with special needs

4.1 Customers with special needs are promptly and discreetly identified

4.2 Customers are informed of special services and amenities appropriate to their needs

4.3 Service is appropriately adjusted according to the needs of the customer

4.4 Unaccompanied minors are provided with extra service appropriate to their needs according to company policy

5Provide service to customers with physical disabilities

5.1 Customers with physical disabilities are identified and appropriately responded to

5.2 Customers are informed of special services and amenities appropriate to their needs

5.3 Service is appropriately adjusted according to the physical needs of the customer and may include special services including moving, feeding and toileting

Qualifications and Skillsets

AVII3011A appears in the following qualifications:

  • AVI30208 - Certificate III in Aviation (Flight Operations)