Unit of competency Outline

Date retreived
23/07/2026 12:38 AM AWST

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Monitor and enhance customer service excellence

Monitor and enhance customer service excellence

Unit of competency
National Code
AVII4015
State Code
AWP55
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
01/02/2021
View on TGA
State Implementation and Classification
Approved Date
16/08/2016
Field of Education
080317 - Quality Management
Original Release Date
16/08/2016
Nominal Hours
10
Description
This unit involves the skills and knowledge required to monitor and enhance customer service excellence.It includes delivering excellence in customer service, monitoring and adjusting customer service performance, and seeking information from customers and staff. It also includes developing approaches to enhance customer service, and encouraging staff to take responsibility for customer service problems.This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to customer service duties of aviation personnel, and contributes to safe and effective performance in complex aviation operational environments.Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.No licensing, legislative, regulatory or certification requirements are applicable to this unit at time of publication.Use for Defence Aviation is to be in accordance with relevant Defence Orders, instructions, publications and regulations.
Notes
Elements and 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 Aviation operator customer 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 are 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 to 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 Customers and colleagues are encouraged to comment on continuous improvement methods implemented, to ensure service excellence
  • 3.3 Customer and colleague feedback is acknowledged and followed up as appropriate
4 Develop approaches to enhance customer service
  • 4.1 Customer quality service initiatives are identified and forwarded to appropriate personnel
  • 4.2 Customer service performance information is communicated clearly with colleagues
  • 4.3 Participation in developing new approaches or 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 taken
  • 5.3 Customer service relationship development opportunities are discussed with team members
  • 5.4 Appropriate responses are made to team member suggestions in a timely manner
No information
No information
Replaces
State Code National Code Title Type
WB794 AVII4015A Monitor and enhance customer service excellence Unit of competency