Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 | Establish contact with customers | 1.1 | Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements |
1.2 | Personal dress and presentation is maintained in accordance with organisational requirements |
1.3 | Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used |
1.4 | Sensitivity to customer specific needs, and 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 are used to determine customer needs |
2.2 | Urgency of customer needs is assessed to identify priorities for service delivery |
2.3 | Appropriate customer service for specific customer need is identified |
3 | Deliver service to customers | 3.1 | Identified service that meets identified customer need is promptly provided in accordance with 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 or assistance from other staff is sought, when a customer inquiry cannot be fully answered |
3.7 | Opportunities to enhance quality of service and products are identified and action is taken to improve service whenever possible |
3.8 | Information about problems and delays is provided and follow up is made within appropriate timeframes as required |
3.9 | Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures |
4 | Prepare for passengers with specific needs | 4.1 | Vigilance is maintained for passengers with specific needs/disabilities on arrival |
4.2 | Hazards are identified, risks are assessed and risk control measures are implemented |
4.3 | Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements |
5 | Provide assistance to customers with specific needs | 5.1 | Ancillary equipment is accessed for passengers with wheelchairs/prams as required |
5.2 | Customers with assistance dogs are observed and assisted as required |
5.3 | Customers with other specific needs are observed and assisted as required |
5.4 | Customers are assisted in a courteous manner, sensitive to their needs |
5.5 | Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort |
5.6 | Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations |
6 | Communicate regarding customers with specific needs | 6.1 | Other personnel are informed when assisting customers with specific needs may cause delays to services |
6.2 | Other personnel are informed about the presence of customers with specific needs as required |