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Evidence Guide: AVII0005 - Provide customer service on an aircraft

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVII0005 - Provide customer service on an aircraft

What evidence can you provide to prove your understanding of each of the following citeria?

Provide customer service prior to departure

  1. Passengers are met and welcomed on boarding aircraft in accordance with regulatory requirements and workplace procedures
Passengers are met and welcomed on boarding aircraft in accordance with regulatory requirements and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards are identified, risks are assessed and hazard management implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Boarding passes are checked to confirm correct flight and seating, and passengers are directed to their seat locations in accordance with regulatory requirements and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Carry-on baggage is monitored to ensure it does not exceed allowable limits, and appropriate action is taken to remove baggage that exceeds these limits to hold stowage

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers with specific needs are appropriately assisted

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers sitting over the wings and passengers with specific needs are given individual briefings in accordance with regulatory requirements and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate responses are made to passenger queries and requests

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger pre-departure cabin service items are offered as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer service is suspended during aircraft take-off

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise on and use cabin features and amenities

  1. Passengers are advised about relevant features and amenities available, including those available for passengers with specific needs
Passengers are advised about relevant features and amenities available, including those available for passengers with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer service during flight

  1. Toilets and facilities are periodically checked and serviced to ensure they meet workplace standards and are adequately stocked with relevant resources
Toilets and facilities are periodically checked and serviced to ensure they meet workplace standards and are adequately stocked with relevant resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger safety, security and comfort needs are anticipated and appropriate action taken and responses are made

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Aircraft cabin is patrolled to confirm passenger safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer service on arrival

  1. Passengers are assisted in accessing baggage and personal items as required
Passengers are assisted in accessing baggage and personal items as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advice is provided on local time and weather conditions as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate information is provided about terminal facilities and transport options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers with specific needs are assisted as required in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are farewelled courteously in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are guided to appropriate exit

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide support to other members of aircraft crew

  1. Appropriate assistance is provided to other cabin crew team members in accordance with workplace procedures
Appropriate assistance is provided to other cabin crew team members in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Other crew members are advised of variations to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meals and refreshments are served to flight crew in accordance with workplace procedures and flight schedule

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Carry out administrative procedures

  1. Workplace administrative procedures are identified and interpreted
Workplace administrative procedures are identified and interpreted

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Administrative procedures are implemented in accordance with workplace and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

All required aircraft documentation/data capture is completed in accordance with workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge
Range Statement

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