Unit of competency Outline

Date retreived
22/07/2026 6:54 AM AWST

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Provide customer service in rail operations

Provide customer service in rail operations

Unit of competency
National Code
TLII3022
State Code
AVI92
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
07/04/2022
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 customer service in rail operations in accordance with legislative, regulatory and workplace requirements.It includes establishing contact with customers, identifying customer needs and delivering service to customers at train station platforms and/or on a train. Work is generally performed without supervision and in a team environment. It involves the provision of service to customers requiring assistance either on or off a train.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Establish contact with customers
  • 1.1 Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements
  • 1.2 Personal presentation is maintained in accordance with workplace policies and procedures
  • 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 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 are used to determine customer needs
  • 2.2 Urgency of customer needs is assessed to identify priorities for service delivery
  • 2.3 Appropriate customer service for specific customer need is identified
3 Deliver service to customers
  • 3.1 Identified service that meets identified customer need is promptly provided in accordance with 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 quality of service and products are identified and action is taken to improve service whenever possible
  • 3.8 Information about problems, delays and follow-up is provided within appropriate timeframes, as required
  • 3.9 Customer inquiries and associated action/s are recorded and/or reported, as required, in accordance with workplace procedures
No information
No information
Replaces
State Code National Code Title Type
WI827 TLII3022A Provide customer service in rail operations Unit of competency