Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Customer services may be provided:
by day or night
on international, domestic and regional flights or at airports
at a boarding gate, baggage check-in, service desk or valet service check-in
for both short and/or long haul services
in any category of service, including economy, business class, first class
in accordance with enterprise and operational requirements
Customers may include:
internal and external customers
passengers
unaccompanied minors
customers with babies or small children
customers with a range of disabilities, including hearing or sight impairment
customers with special dietary and other needs
non-English speaking customers
customers with a range of cultural and religious backgrounds
elderly customers
Performance may be demonstrated:
in an appropriately simulated workplace situation
at an operational airport
Problems during customer service may include:
no record of the passenger's claimed booking
delayed or cancelled flight
passenger or staff illness
Persons consulted may include:
other cabin crew and flight crew members
ground staff
catering staff
aircraft resourcing staff
technical staff
Dependent 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:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to passenger check-in processes
airline check-in checklists, procedures and instructions and job specifications including both manual and computerised processes where applicable
workplace customer service standards, policies and procedures
lists of items prohibited for carriage on aircraft
customer service and other operational manuals
emergency procedures
flight passenger schedules
information on terminal facilities, club lounges and departure gates
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant Civil Aviation Safety Regulations and Civil Aviation Orders
relevant WHS/OHS legislation
environmental protection legislation
equal opportunity and anti-discrimination legislation
dangerous goods and hazardous substances codes and regulations
relevant customs and quarantine regulations
relevant Australian standards
industrial relations and workplace compensation legislation

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:
demonstrate the ability to identify, assess and conform to the needs and expectations of customers
demonstrate the ability to deliver a high quality of customer service to customers within the aviation industry
using the correct techniques, resolve customer complaints in accordance with workplace procedures
demonstrate the ability to identify and provide quality customer service to customers with special needs
demonstrate the ability to identify and provide quality customer service to customers with physical disabilities.
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts within an aviation environment
Resources for assessment include:
a range of exercises, case studies and/or other simulated practical and knowledge assessment that are currently used within the aviation industry
access to an appropriate range of operational situations within the aviation workplace that require customer service skills.
In both real and simulated environments, access is required to:
materials and equipment as used within the aviation industry, and
documentation used in the aviation industry including workplace procedures, regulations, codes of practice and operation manuals.
Method of assessment
Assessment of knowledge must be conducted through written/oral tests.
Practical assessment must occur:
through activities in a simulated aviation environment at the registered training organisation, and/or
in a range of situations within the aviation workplace.