Modification History
Release 1. Revised unit.
This unit replaces and is equivalent to AVII3011B Provide quality customer service.
Unit Descriptor
This unit involves the skills and knowledge required to appreciate the importance of the customer and deliver high quality customer service in the aviation industry.
Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Application of the Unit
Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements of the Civil Aviation Authority and other relevant regulatory authorities.
Work is performed under some supervision usually within a team environment.
It involves the application of customer service principles and procedures, regulations, safety codes and protocols to the provision of a range of customer services for passengers, guests, airport personnel and stakeholders across a variety of operational contexts within the Australian aviation industry.
Licensing/Regulatory Information
Refer to Unit Descriptor.
Pre-Requisites
Nil.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
1 |
Identify and assess the needs and expectations of customers |
1.1 |
Different types of customers are accurately identified according to age, personality and cultural background |
1.2 |
Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided |
||
2 |
Deliver high quality service |
2.1 |
Customers are greeted in a polite and friendly manner |
2.2 |
Trust, goodwill and satisfaction are developed through appropriate communication strategies |
||
2.3 |
Customer requests are met whenever possible and within reasonable limits |
||
2.4 |
Customer service is delivered in a manner that is appropriate to customers cultural/religious background |
||
2.5 |
Customer dissatisfaction is promptly recognised and necessary action to resolve the problem is taken |
||
2.6 |
Potential problems are anticipated and action is taken to minimise the effect on customer satisfaction |
||
2.7 |
Opportunities to enhance the delivery of quality customer service are identified and actions, such as offers of assistance, building of rapport, and intuitive identification of unstated customer needs, are implemented |
||
2.8 |
Non-verbal communication is used appropriately |
||
3 |
Deal with difficult customer situations |
3.1 |
Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner that is appropriate to the customer s cultural background |
3.2 |
The nature and details of the customer’s complaints are established and agreed upon |
||
3.3 |
Action to resolve the customer’s complaint to their satisfaction is taken whenever possible and within the level of responsibility |
||
3.4 |
Unresolved customer complaints are referred to a higher authority |
||
3.5 |
All associated documentation is accurately and legibly completed in accordance with workplace procedures |
||
4 |
Provide service to customers with special needs |
4.1 |
Customers with special needs are promptly and discreetly identified |
4.2 |
Customers are informed of special services and amenities appropriate to their needs |
||
4.3 |
Service is appropriately adjusted according to the needs of the customer |
||
4.4 |
Unaccompanied minors are provided with extra service appropriate to their needs according to company policy |
||
5 |
Provide service to customers with physical disabilities |
5.1 |
Customers with physical disabilities are identified and appropriately responded to |
5.2 |
Customers are informed of special services and amenities appropriate to their needs |
||
5.3 |
Service is appropriately adjusted according to the physical needs of the customer and may include special services including moving, feeding and toileting |
Required Skills and Knowledge
This describes the essential knowledge and skills and their level required for this unit. |
Required knowledge: |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Required skills: |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
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 competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include:
|
Context of and specific resources for assessment |
Performance is demonstrated consistently over a period of time and in a suitable range of contexts within an aviation environment Resources for assessment include:
In both real and simulated environments, access is required to:
|
Method of assessment |
Assessment of knowledge must be conducted through written/oral tests. Practical assessment must occur:
|
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. |
|
Customer services may be provided: |
|
Customers may include: |
|
Performance may be demonstrated: |
|
Problems during customer service may include: |
|
Persons consulted may include: |
|
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include: |
|
Information/documents may include: |
|
Applicable regulations and legislation may include: |
|
Unit Sector(s)
Not applicable.
Competency Field
I – Customer Service