NTISthis.com

Evidence Guide: TLII3020 - Provide assistance to customers

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

 

TLII3020 - Provide assistance to customers

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

Establish contact with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal dress and presentation is maintained in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Genuine interest in customer needs is displayed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate questioning and active listening are used to determine customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate customer service for specific customer need is identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identified service that meets identified customer need is promptly provided in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer inquiries are dealt with courteously and efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questions are used to clarify customer needs or concerns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare for passengers with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance to customers with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers with assistance dogs are observed and assisted as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers with other specific needs are observed and assisted as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate regarding customers with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 is 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

1.5

Genuine interest in customer needs is displayed

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

Identified service that meets identified customer need is promptly provided in accordance with organisational requirements

3.2

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

3.3

Customer inquiries are dealt with courteously and efficiently

3.4

Questions are used to clarify customer needs or concerns

3.5

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

3.6

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

3.7

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

3.8

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

3.9

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

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

6.2

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

Required Skills and Knowledge

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 is 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

1.5

Genuine interest in customer needs is displayed

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

Identified service that meets identified customer need is promptly provided in accordance with organisational requirements

3.2

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

3.3

Customer inquiries are dealt with courteously and efficiently

3.4

Questions are used to clarify customer needs or concerns

3.5

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

3.6

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

3.7

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

3.8

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

3.9

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

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

6.2

Other 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 need

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

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

relevant legislation, regulations and organisational policies and procedures

service timetables and schedule information.

Range Statement

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.