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 TLII3022A, 'Provide customer service in rail operations'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide customer service in rail operations' 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
1 | Establish contact with customers | 1.1 | Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements |
1.2 | Personal dress and presentation is maintained in line with organisational requirements | ||
1.3 | Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information | ||
1.4 | Sensitivity to customer specific needs and any cultural and individual differences is maintained | ||
1.5 | Genuine interest in customer needs is displayed | ||
2 | Identify customer needs | 2.1 | Appropriate questioning and active listening is used to determine customer needs |
2.2 | Urgency of customer needs is assessed to identify priorities for service delivery | ||
2.3 | Customers with specific needs and the appropriate customer service are identified | ||
3 | Deliver service to customers | 3.1 | Prompt customer service is provided to meet identified needs according to organisational requirements |
3.2 | Customer communications are conducted in a clear, concise and courteous manner | ||
3.3 | Customer inquiries are dealt with courteously and efficiently | ||
3.4 | Questions are used to clarify customer needs or concerns | ||
3.5 | Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs | ||
3.6 | Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered | ||
3.7 | Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible | ||
3.8 | Information regarding problems, delays and follow up within appropriate timeframes as necessary is provided | ||
3.9 | Customer inquiries and associated action/s are recorded and/or reported in accordance with workplace procedures as required |