Provide customer service in rail operations

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 TLII3022, 'Provide customer service in rail operations'.
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 rail operations' 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.


Establish contact with customers


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


Personal dress and presentation is maintained in accordance with organisational requirements


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


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


Genuine interest in customer needs is displayed


Identify customer needs


Appropriate questioning and active listening is used to determine customer needs


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


Appropriate customer service for specific customer need is identified


Deliver service to customers


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


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


Customer inquiries are dealt with courteously and efficiently


Questions are used to clarify customer needs or concerns


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


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


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


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


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