This unit involves the skills and knowledge required to assist customers in accordance with legislative and regulatory requirements.

It includes establishing contact with customers, identifying customer needs and providing appropriate support to customers during their journey.

Work is performed with limited or minimum supervision. It involves providing assistance to customers requiring assistance during their journey.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Establish contact with customers

1.1

Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements

1.2

Personal dress and presentation are maintained in accordance with organisational requirements

1.3

Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used

1.4

Sensitivity to customer specific needs, and cultural and individual differences is maintained

2

Identify customer needs

2.1

Appropriate questioning and active listening are used to determine customer needs

2.2

Urgency of customer needs is assessed to identify priorities for service delivery

2.3

Appropriate customer service for specific customer need is identified

3

Deliver service to customers

3.1

Customer service needs are promptly responded to and support provided in accordance with organisational requirements

3.2

Customer communications and inquiries are conducted in a clear, concise and courteous manner

3.3

Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs

3.4

Customer is directed to, or assistance from other staff is sought, when a customer inquiry cannot be fully answered

3.5

Opportunities to enhance quality of service and products are identified and actions are taken to improve service whenever possible

3.6

Information about problems and delays is provided and follow up is made within appropriate timeframes as required

3.7

Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures

4

Prepare for passengers with specific needs

4.1

Vigilance is maintained for passengers with specific needs/disabilities on arrival

4.2

Hazards are identified, risks are assessed and risk control measures are implemented

4.3

Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements

5

Provide assistance to customers with specific needs

5.1

Ancillary equipment is accessed for passengers with wheelchairs/prams as required

5.2

Customers with assistance dogs are observed and assisted as required

5.3

Customers with other specific needs are observed and assisted as required

5.4

Customers are assisted in a courteous manner, sensitive to their needs

5.5

Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort

5.6

Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations

6

Communicate regarding customers with specific needs

6.1

Relevant personnel are informed when assisting customers with specific needs may cause delays to services

6.2

Relevant personnel are informed about the presence of customers with specific needs as required

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.

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.

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations or, where this is not available, in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment must include:

a range of relevant exercises, case studies and/or simulations

relevant and appropriate materials, tools, equipment and personal protective equipment (PPE) currently used in industry

applicable documentation, including workplace procedures, regulations, codes of practice and operation manuals.

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

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

Rail sector.

I – Customer Service