Modification History
Not applicable.
Unit Descriptor
Unit Descriptor |
This unit involves the skills and knowledge required to organise, monitor and enhance the levels of customer service within an airline. Licensing, legislative, regulatory or certification requirements are applicable to this unit. |
Application of the Unit
Application of the Unit |
Work must be must be carried out in accordance with workplace standards and procedures for the provision of customer service. Work is performed under limited supervision. It involves the application and monitoring of enhanced customer service principles and procedures to day-to-day interactions with internal and external customers during workplace operations. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Employability Skills |
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
ELEMENT |
PERFORMANCE CRITERIA |
1 Deliver excellence in customer service |
1.1 Customer service expectations are consistently exceeded 1.2 Quality, safety, resource and delivery standards are consistently met 1.3 Airline records are maintained accurately in accordance with airline systems and procedures |
2 Monitor and adjust customer service performance |
2.1 Customer service performance standards are monitored and reviewed using a range of systems and techniques 2.2 Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly and as an accurate reflection of company procedures 2.3 Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures 2.4 Negative impact events and factors are promptly identified and actions are taken to minimise effect and prevent recurrence 2.5 Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards |
3 Seek information from customers and staff |
3.1 Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods 3.2 Devising improved methods for ensuring service excellence is encouraged among customers and colleagues 3.3 Customer and colleague feedback is acknowledged and followed up as appropriate |
4 Develop approaches to enhance customer service |
4.1 Initiatives to enhance the quality of customer service are identified and forwarded to appropriate personnel 4.2 Reasons for exchanging customer service performance information are communicated clearly with colleagues 4.3 Participation in the development of new approaches/initiatives to customer service is undertaken |
5 Encourage staff to take responsibility for customer service problems |
5.1 Coaching and support is provided to assist colleagues in handling difficult customer situations 5.2 Responsibility for service delivery and customer satisfaction is assumed 5.3 Opportunities for improving customer relationships are discussed among the whole team and constructive suggestions are made 5.4 Appropriate responses are made to colleagues' suggestions in a timely manner |
Required Skills and Knowledge
REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit. |
Required knowledge : |
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Required skills : |
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
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Context of and specific resources for assessment |
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Method of assessment |
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Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. |
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Customer service is provided: |
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Workplace activities may be conducted: |
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Customers may be: |
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Requirements for work may include: |
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Consultative processes may involve: |
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Communications systems may involve: |
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Depending on the type of organisation concerned and the local terminology used, workplace procedures may include: |
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Documentation/records may include: |
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Applicable regulations and legislation may include: |
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Unit Sector(s)
Not applicable.
Competency field
Competency Field |
I - Customer Service |