Elements and Performance Criteria
- 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
- Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
- 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 are 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 or assistance from other staff is sought, when a 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 and delays is provided and follow up is made within appropriate timeframes as required
- Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures
- Prepare for passengers with specific needs
- Vigilance is maintained for passengers with specific needs/disabilities on arrival
- Hazards are identified, risks are assessed and risk control measures are implemented
- Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements
- Provide assistance to customers with specific needs
- Ancillary equipment is accessed for passengers with wheelchairs/prams as required
- Customers with assistance dogs are observed and assisted as required
- Customers with other specific needs are observed and assisted as required
- Customers are assisted in a courteous manner, sensitive to their needs
- Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort
- Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
- Communicate regarding customers with specific needs
- Other personnel are informed when assisting customers with specific needs may cause delays to services
- Other personnel are informed about the presence of customers with specific needs as required