Unit of competency Outline
Date retreived
22/07/2026 11:29 PM AWST
22/07/2026 11:29 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide customer service in rail operations
Provide customer service in rail operations
Unit of competency
National Code
TLII3022A
TLII3022A
State Code
WI827
WI827
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
21/03/2014
Field of Education
080501 - Sales
Original Release Date
21/03/2014
Nominal Hours
20
Description
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 provide and providing assisting customers at platforms and/or on a train. Licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and 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 Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information
- 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 specific 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 customer 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 other staff and/or assistance from other staff is sought when customer 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, delays and follow up within appropriate timeframes as necessary is provided
- 3.9 Customer inquiries and associated action/s are recorded and/or reported in accordance with workplace procedures as required
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
Information may include:
alternative transport
local area information
network layout
other customer service options
ticketing information
timetables
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
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
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI92 | TLII3022 | Provide customer service in rail operations | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J805 | TLI42613 | Certificate IV in Train Driving | Qualification |