Provide customer service in transport vehicles/vessels

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 TLII3003, 'Provide customer service in transport vehicles/vessels'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide customer service in transport vehicles/vessels' 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



Elements describe the essential outcomes.

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


Monitor and address passenger needs


Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures


Needs of all types of passengers are acknowledged and appropriate assistance is provided


Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required


Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk


Passengers are suitably advised about any safety risk and action being taken


Tact, courtesy, friendliness and patience are used at all times when dealing with passengers


Passenger inquiries and requests are received and resolved with minimal delays


Passenger inquires and associated action are recorded and reported in accordance with workplace procedures


Prepare and deliver commentaries


Comprehensive briefings are delivered clearly and precisely


Commentary presentations are wellresearched and delivered clearly and at precise timings


Additional information is provided in response to questions


Audio visual equipment is correctly and safely operated, as required


Implement conflict resolution strategies


Conflict and difficult situations are recognised and fair solutions are negotiated equitably


Conflicts unable to be resolved are referred to a higher authority


Opportunities to enhance service quality are taken, particularly in conflict situations


Communicate with suppliers


Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs


Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel