TLII3021A Provide customer service in rail operations

Release: 1

TLII3021A Provide customer service in rail operations

Modification History

Not Applicable

Unit Descriptor

Unit Descriptor	This unit involves the skills and knowledge required to provide customer service in rail operations according to regulatory, legislative and workplace requirements. It includes preparing to assist customers at platforms and/or on train; providing assistance to customers including appropriate support to customers during their journey. Licensing or certification requirements are not applicable to this unit.

Application of the Unit

Application of the Unit	Work is generally performed without supervision and in a team environment. It involves the provision of service to customers requiring assistance both on and off a train.

Licensing/Regulatory Information

Refer to Unit Descriptor

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 Establish contact with customers	1.1 Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements 1.2 Personal dress and presentation is maintained in line with organisational requirements 1.3 Communication using appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used 1.4 Sensitivity to customer specific needs and any 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 is used to determine customer needs 2.2 Urgency of customer needs is assessed to identify priorities for service delivery 2.3 Customers with special needs and the appropriate customer service are identified
3 Deliver service to customers	3.1 Prompt customer service is provided to meet identified needs according to 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 the customer's 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' s inquiry cannot be fully answered 3.7 Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible 3.8 Information regarding problems and delays and follow up within appropriate timeframes as necessary is provided 3.9 Where required, customer inquiries and associated action/s are recorded and/or reported and in accordance with workplace procedures
4 Prepare for customers with special needs (if appropriate)	4.1 Vigilance is maintained for customers with special needs/disabilities on the train and/or station platform 4.2 Actions to assist customers with special needs are identified in accordance with workplace procedures and/or requirements
5 Provide assistance to customers with special needs (if appropriate)	5.1 Ancillary equipment is utilised where appropriate for customers in wheelchairs/prams, if required 5.2 Customers are assisted in a courteous manner, sensitive to the special need 5.3 Ongoing support and/or vigilance is provided to the customer with special needs to maximise their travelling safety and comfort 5.4 Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
6 Communicate regarding customers with special needs	6.1 Communication with other personnel is used in situations where dealing with customers with special needs may cause delays to service 6.2 Where required, other personnel are informed about the presence of customers with special needs

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS
This describes the essential knowledge and skills and their level required for this unit.
Required knowledge:
Relevant legislation, regulations and organisational policies and procedures
Procedures for operating/using ancillary equipment
Service timetables and network information
Availability and types of alternative service for customers with special needs

Required skills:
Communicate effectively with others when transporting customers
Read and interpret instructions, procedures, information and signs relevant to the transporting of customers
Interpret and follow operational instructions and prioritise duties according to customer needs
Complete documentation related to the transporting of customers with special needs (if applicable)
Operate electronic communication equipment to required protocol
Use ancillary equipment (if applicable)
Work collaboratively with others when transporting passengers with special needs
Promptly report and/or rectify any identified problems that may occur when transporting passengers with special needs in accordance with regulatory requirements and workplace procedures
Implement contingency plans for unplanned events
Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities
Monitor work activities in terms of planned schedule
Modify activities depending on differing operational contingencies, risk situations and environments
Adapt to differences in equipment in accordance with standard operating procedures

Evidence Guide

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 demonstration of applying: the underpinning 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 a period of time and in a suitable range of contexts Resources for assessment include: a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or access to 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	Assessment of this unit must be undertaken by a registered training organisation 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

Range Statement

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.
Transporting of customers may be carried out:	by day or night in all weather conditions on station platforms on electric passenger trains
Customers with special needs may include:	people with disabilities, which may include physical, intellectual, psychiatric, neurological, sensory, learning disabilities the elderly people with prams/small children people with luggage
Service information and services provided may include:	timetables network layout ticketing information alternative transport other customer service options local area information
Ancillary equipment may include:	wheelchair ramps hearing loops audible alarms visual alerts platform markers for visually impaired customers emergency evacuation equipment
Pre-operational visual checks may include:	customers on platforms ancillary equipment
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:	company procedures enterprise procedures organisational procedures established procedures
Documentation/records may include:	workplace instructions and procedures for the transport of passengers with special needs manufacturers instructions, specifications and recommended operating procedures for ancillary equipment, including pre-operational checks emergency procedures record book
Applicable procedures and codes may include:	relevant state OH&S legislation relevant anti-discrimination legislation relevant state environmental protection legislation

Unit Sector(s)

Not Applicable

Competency Field

Competency Field	I - Customer Service