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Elements and Performance Criteria

1. Establish contact with customers
   • Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements
2. Personal dress and presentation are maintained in accordance with organisational requirements
3. Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
4. Sensitivity to customer specific needs, and cultural and individual differences is maintained
5. Identify customer needs
   • Appropriate questioning and active listening are used to determine customer needs
6. Urgency of customer needs is assessed to identify priorities for service delivery
7. Appropriate customer service for specific customer need is identified
8. Deliver service to customers
   • Customer service needs are promptly responded to and support provided in accordance with organisational requirements
9. Customer communications and inquiries are conducted in a clear, concise and courteous manner
10. Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
11. Customer is directed to, or assistance from other staff is sought, when a customer inquiry cannot be fully answered
12. Opportunities to enhance quality of service and products are identified and actions are taken to improve service whenever possible
13. Information about problems and delays is provided and follow up is made within appropriate timeframes as required
14. Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures
15. Prepare for passengers with specific needs
    • Vigilance is maintained for passengers with specific needs/disabilities on arrival
16. Hazards are identified, risks are assessed and risk control measures are implemented
17. Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements
18. Provide assistance to customers with specific needs
    • Ancillary equipment is accessed for passengers with wheelchairs/prams as required
19. Customers with assistance dogs are observed and assisted as required
20. Customers with other specific needs are observed and assisted as required
21. Customers are assisted in a courteous manner, sensitive to their needs
22. Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort
23. Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
24. Communicate regarding customers with specific needs
    • Relevant personnel are informed when assisting customers with specific needs may cause delays to services
25. Relevant personnel are informed about the presence of customers with specific needs as required

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: adapting to differences in equipment in accordance with operating procedures communicating and interacting effectively completing relevant documentation identifying delays that may occur and the correct procedures for dealing with them identifying different categories of specific needs identifying job hazards and taking required action to minimise, control or eliminate identified hazards identifying types of inquires that are likely to be made and providing appropriate responses implementing contingency plans interpreting and following operational instructions and prioritising work modifying activities depending on operational contingencies, risk situations and environments monitoring work activities in terms of planned schedule reading and interpreting relevant instructions, procedures, information and signs reporting and/or rectifying identified problems promptly in accordance with regulatory requirements and workplace procedures using ancillary equipment correctly to assist customers with specific needs working collaboratively with others.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: ancillary equipment and procedures for operating/using ancillary equipment availability and types of alternative service/s for customers with specific needs common hazards and required support to minimise, control or eliminate risk of harm when assisting customers with specific needs during their journey categories of disability types, including various physical and mental impairments that can hamper a customer during their journey relevant legislation, regulations and organisational policies and procedures service timetables and schedule information.

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