Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII3021A Mapping and Delivery Guide
Provide customer service in rail operations
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | TLII3021A - Provide customer service in rail operations |
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Description | This unit involves the skills and knowledge required to provide customer service in rail operations according to regulatory, legislative and workplace requirements. It includes preparing to assist customers at platforms and/or on train; providing assistance to customers including appropriate support to customers during their journey. Licensing or certification requirements are not applicable to this unit. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Work is generally performed without supervision and in a team environment. It involves the provision of service to customers requiring assistance both on and off a train. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish contact with customers |
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Element: Identify customer needs |
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Element: Deliver service to customers |
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Element: Prepare for customers with special needs (if appropriate) |
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Element: Provide assistance to customers with special needs (if appropriate) |
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Element: Communicate regarding customers with special needs |
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