Assessor Resource
AVII4015
Monitor and enhance customer service excellence
Assessment tool
Version 1.0
Issue Date: May 2024
This unit involves the skills and knowledge required to monitor and enhance customer service excellence.
It includes delivering excellence in customer service, monitoring and adjusting customer service performance, and seeking information from customers and staff. It also includes developing approaches to enhance customer service, and encouraging staff to take responsibility for customer service problems.
This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to customer service duties of aviation personnel, and contributes to safe and effective performance in complex aviation operational environments.
Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.
Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.
No licensing, legislative, regulatory or certification requirements are applicable to this unit at time of publication.
Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.
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