Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII3003A Mapping and Delivery Guide
Provide customer service in transport vehicles/vessels
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | TLII3003A - Provide customer service in transport vehicles/vessels |
---|---|---|---|
Description | This unit involves the skills and knowledge required to provide customer service for local and overseas passengers in transport vehicles/vessels. This includes monitoring and addressing passenger needs, preparing and delivering commentaries, resolving problems and conflicts involving customers, and liaising with the suppliers of tourism products to ensure appropriate materials and services are obtained and made available to service customer needs. Licensing, legislative, regulatory or certification requirements are applicable to this unit. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Customer service will be carried out in accordance with tourism and transport industries codes of practice and/or company procedures.Work will be undertaken with limited or minimum supervision, with accountability and responsibility for self and others in achieving the prescribed outcomes.Customer service involves the application of routine service principles and procedures to fulfil the information, comfort and other needs of both local and overseas tourism customers travelling in transport vehicles/vessels. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
||
Prerequisites/co-requisites | Not Applicable | ||
Competency Field |
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: Monitor and address passenger needs |
| |||||||
Element: Prepare and deliver commentaries |
| |||||||
Element: Implement conflict resolution strategies |
| |||||||
Element: Communicate with suppliers |
|