Unit of competency Outline

Date retreived
24/07/2026 5:12 AM AWST

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Provide on-board services to customers

Provide on-board services to customers

Unit of competency
National Code
TLII3009
State Code
AVI93
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
27/10/2020
View on TGA
State Implementation and Classification
Approved Date
23/02/2016
Field of Education
080501 - Sales
Original Release Date
23/02/2016
Nominal Hours
20
Description
This unit involves the skills and knowledge required to provide on-board services to customers on transport vehicles/vessels.It includes establishing effective communication with customers, identifying and assessing the needs and expectations of different customers, and providing for identified customer requirements in accordance with organisational procedures.Work is performed individually, and guidance or advice is available where necessary.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Establish effective communication with customers
  • 1.1 All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate
  • 1.2 All communications with customers are conducted in a manner which is consistent with organisational policy
2 Identify and assess the needs and expectations of different customers
  • 2.1 Individual customer needs and expectations are identified so appropriate products and services may be provided
  • 2.2 Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied
  • 2.3 Hazards are identified, risks are assessed and control measures are implemented
  • 2.4 Limitations to service provision are identified and communicated to customers and customer understanding is confirmed
3 Provide identified customer requirement
  • 3.1 Needs and reasonable requests of customers are met in a consistent and timely manner
  • 3.2 Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill
  • 3.3 Anticipated problems are identified, monitored and actions taken to minimise their effects on customer satisfaction
  • 3.4 Opportunities to enhance service quality are taken when appropriate
  • 3.5 Information about anticipated and unanticipated problems and delays is promptly communicated to customers
No information
No information
Replaces
State Code National Code Title Type
D5170 TLII3009A Provide on-board services to customers Unit of competency