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Evidence Guide: TLII3022A - Provide customer service in rail operations

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

 

TLII3022A - Provide customer service in rail operations

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

Establish contact with customers

  1. Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements
  2. Personal dress and presentation is maintained in line with organisational requirements
  3. Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information
  4. Sensitivity to customer specific needs and any cultural and individual differences is maintained
  5. Genuine interest in customer needs is displayed
Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Personal dress and presentation is maintained in line with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Genuine interest in customer needs is displayed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs

  1. Appropriate questioning and active listening is used to determine customer needs
  2. Urgency of customer needs is assessed to identify priorities for service delivery
  3. Customers with specific needs and the appropriate customer service are identified
Appropriate questioning and active listening is 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:

 

 

 

 

 

 

 

Customers with specific needs and the appropriate customer service are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service to customers

  1. Prompt customer service is provided to meet identified needs according to organisational requirements
  2. Customer communications are conducted in a clear, concise and courteous manner
  3. Customer inquiries are dealt with courteously and efficiently
  4. Questions are used to clarify customer needs or concerns
  5. Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
  6. Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered
  7. Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible
  8. Information regarding problems, delays and follow up within appropriate timeframes as necessary is provided
  9. Customer inquiries and associated action/s are recorded and/or reported in accordance with workplace procedures as required
Prompt customer service is provided to meet identified needs according to 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 other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information regarding problems, delays and follow up within appropriate timeframes as necessary is provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:

required knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Assessment must include exercises which demonstrate competent performance of the following in a range of situations:

identifying different categories of customer needs

identifying service and/or operational information commonly requested by customers

identifying other types of inquiries that are likely to be made and appropriate responses.

Context of and specific resources for assessment

Performance is demonstrated consistently over time and in a suitable range of contexts.

Resources for assessment include access to:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

an appropriate range of relevant operational situations in the workplace.

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

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

Method of assessment

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests.

Practical assessment must occur:

through activities in an appropriately simulated environment, and/or

in an appropriate range of situations in the workplace

Required Skills and Knowledge

This section describes the knowledge and skills required for this unit.

Required knowledge:

Availability and types of alternative service for customers during planned and unplanned events that may affect regular services

Relevant documentation/records:

emergency procedures

record book

workplace instructions and procedures for transporting customers with specific needs

Relevant state/territory and commonwealth legislation, regulations and organisational policies, procedures and codes, such as:

anti-discrimination legislation

environmental protection legislation

privacy

WHS/OHS legislation

Service timetables and network information

Required skills:

Adapt to differences in equipment in accordance with standard operating procedures

Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities

Communicate effectively with others when transporting customers

Interpret and follow operational instructions and prioritise duties according to customer needs

Modify activities depending on operational contingencies, risk situations and environments

Operate electronic communication equipment to required protocol

Read and interpret instructions, procedures, information and signs relevant to transporting customers

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Information may include:

alternative transport

local area information

network layout

other customer service options

ticketing information

timetables