Unit of competency Outline
Date retreived
22/07/2026 10:04 PM AWST
22/07/2026 10:04 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 on-board services to customers
Provide on-board services to customers
Unit of competency
National Code
TLII3009A
TLII3009A
State Code
D5170
D5170
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
05/01/2012
Field of Education
080501 - Sales
Original Release Date
05/01/2012
Nominal Hours
20
Description
This unit involves the skills and knowledge required to provide on-board services to customers including establishing effective communication with customers, identifying and assessing the needs and expectations of different customers, and providing for the identified customer requirements in accordance with company procedures. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Establish 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 organisation's policy
2Identify and assess the needs and expectations of different customers
- 2.1 Individual customer needs and expectations are identified so that appropriate products and services may be provided
- 2.2 Customers with special needs are identified and appropriate attention is given to ensure that their requirements are satisfied
- 2.3 Limitations to service provision are identified, communicated to customers, and checked for understanding
3Provide the identified customer requirement
- 3.1 All 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 correctly identified and monitored and action is taken to minimise their effects on customer satisfaction
- 3.4 Opportunities to enhance the quality of service are taken whenever possible
- 3.5 Information regarding both anticipated and unanticipated problems and delays is promptly communicated to customers
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Operations may be conducted:
in restricted spaces or exposed conditions or controlled or open environments
in a range of weather conditions
by day or night
Equipment may include:
use in restricted spaces or exposed conditions or controlled or open environments
office equipment
communication equipment
computer software
On-board service applies to:
all long distance rail/coach/bus trips
all points of customer contact before, during and after the journey
all internal, external and potential customers
Customers with special needs include:
international visitors
pregnant women
the elderly
physically and/or mentally disabled persons
children travelling alone or under supervision
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Information/documents may include:
workplace policies and procedures
customer requests
customer service standards and procedures
competency standards and training materials
quality assurance procedures
security and emergency procedures
Applicable regulations and legislation may include:
relevant state/territory transport regulations
relevant state/territory OH&S regulations and legislation
relevant state/territory environmental protection legislation
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Operations may be conducted:
in restricted spaces or exposed conditions or controlled or open environments
in a range of weather conditions
by day or night
Equipment may include:
use in restricted spaces or exposed conditions or controlled or open environments
office equipment
communication equipment
computer software
On-board service applies to:
all long distance rail/coach/bus trips
all points of customer contact before, during and after the journey
all internal, external and potential customers
Customers with special needs include:
international visitors
pregnant women
the elderly
physically and/or mentally disabled persons
children travelling alone or under supervision
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Information/documents may include:
workplace policies and procedures
customer requests
customer service standards and procedures
competency standards and training materials
quality assurance procedures
security and emergency procedures
Applicable regulations and legislation may include:
relevant state/territory transport regulations
relevant state/territory OH&S regulations and legislation
relevant state/territory environmental protection legislation
EVIDENCE GUIDE
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 competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to 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
Assessment of this unit must be undertaken by a registered training organisation
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 at the registered training organisation, and/or
in an appropriate range of situations in the workplace
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 competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to 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
Assessment of this unit must be undertaken by a registered training organisation
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 at the registered training organisation, and/or
in an appropriate range of situations in the workplace
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI93 | TLII3009 | Provide on-board services to customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W921 | TLI31210 | Certificate III in Driving Operations | Qualification |