Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVII0004 Mapping and Delivery Guide
Provide quality customer service

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AVII0004 - Provide quality customer service
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to provide quality customer service in compliance with relevant regulatory requirements of national operating standards.It includes identifying and assessing customer needs and expectations, delivering high quality service and dealing with difficult customer situations.This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of flight and ground operations 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 as a single operator or within a team environment.Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field I – Customer Service
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify and assess customer needs and expectations
  • Different types of customers are accurately identified according to age, personality and cultural background
       
Element: Individual customer needs and expectations are correctly identified, and products and services appropriate to identified needs and expectations are provided
       
Element: Deliver high quality service
  • Customers are greeted in a polite and friendly manner
       
Element: Trust, goodwill and satisfaction are developed through effective communication strategies
       
Element: Customer requests are met whenever possible and within reasonable limits
       
Element: Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds
       
Element: Customer dissatisfaction is recognised and appropriate action taken to resolve the problem
       
Element: Potential problems are anticipated and action taken to minimise the effect on customer satisfaction
       
Element: Opportunities to enhance the delivery of quality customer service are identified and actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented
       
Element: Appropriate non-verbal communication is used to deliver quality service outcomes
       
Element: Deal with difficult customer situations
  • Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background
       
Element: Nature and details of customer complaints are established and agreed on
       
Element: Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own responsibility
       
Element: Unresolved customer complaints are referred to a higher authority
       
Element: All associated documentation is accurately and legibly completed in accordance with workplace procedures
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Different types of customers are accurately identified according to age, personality and cultural background 
 
Customers are greeted in a polite and friendly manner 
 
 
 
 
 
 
 
Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background 
 
 
 
 

Forms

Assessment Cover Sheet

AVII0004 - Provide quality customer service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVII0004 - Provide quality customer service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: