Provide on-board services to customers

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 TLII3009, 'Provide on-board services to customers'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide on-board services to customers' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com 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.

1

Establish effective communication with customers

1.1

All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate

1.2

All communications with customers are conducted in a manner which is consistent with organisational policy

2

Identify and assess the needs and expectations of different customers

2.1

Individual customer needs and expectations are identified so appropriate products and services may be provided

2.2

Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied

2.3

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

2.4

Limitations to service provision are identified and communicated to customers and customer understanding is confirmed

3

Provide identified customer requirement

3.1

Needs and reasonable requests of customers are met in a consistent and timely manner

3.2

Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill

3.3

Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction

3.4

Opportunities to enhance service quality are taken when appropriate

3.5

Information about anticipated and unanticipated problems and delays is promptly communicated to customers