Unit of competency Outline

Date retreived
23/07/2026 7:21 AM AWST

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Provide customer service in transport vehicles/vessels

Provide customer service in transport vehicles/vessels

Unit of competency
National Code
TLII3003
State Code
AWM02
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
22/11/2021
View on TGA
State Implementation and Classification
Approved Date
04/08/2016
Field of Education
080501 - Sales
Original Release Date
04/08/2016
Nominal Hours
20
Description
This unit involves the skills and knowledge required to provide customer service in transport vehicles and/or vessels. It includes monitoring and addressing passenger needs, preparing and delivering commentaries, resolving problems and conflicts involving customers, and liaising with suppliers of tourism products to ensure appropriate materials and services are obtained and made available to service local and overseas customer needs in accordance with tourism and transport industry codes of practice and/or workplace procedures.Work will be undertaken with limited supervision, and with duty of care responsibility for self and others in achieving the prescribed outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Monitor and address passenger needs
  • 1.1 Circumstances affecting passenger needs and comfort are monitored and actions taken in accordance with workplace procedures
  • 1.2 Needs of all types of passengers are acknowledged and appropriate assistance is provided
  • 1.3 Passengers are advised about the operation of internal vehicle and/or vessel facilities and the benefits of wearing seat belts, as required
  • 1.4 Hazards and risks to passenger safety are identified and appropriate actions are initiated to minimise the risk
  • 1.5 Passengers are suitably advised about any safety risk and actions being taken
  • 1.6 Tact, courtesy, friendliness and patience are used at all times when dealing with passengers
  • 1.7 Passenger inquiries and requests are received and resolved with minimal delays
  • 1.8 Passenger inquires and associated actions are recorded and reported in accordance with workplace procedures
2 Prepare and deliver commentaries
  • 2.1 Comprehensive briefings are delivered clearly and precisely
  • 2.2 Commentary presentations are wellresearched and delivered clearly and at precise timings
  • 2.3 Additional information is provided in response to questions
  • 2.4 Audiovisual (AV) equipment is correctly and safely operated, as required
3 Implement conflict resolution strategies
  • 3.1 Conflict and difficult situations are recognised, and fair solutions are negotiated equitably
  • 3.2 Conflicts unable to be resolved are referred to a higher authority
  • 3.3 Opportunities to enhance service quality are taken, particularly in conflict situations
4 Communicate with suppliers
  • 4.1 Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs
  • 4.2 Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel
No information
No information
Replaces
State Code National Code Title Type
D5167 TLII3003A Provide customer service in transport vehicles/vessels Unit of competency