Unit of competency Outline
Date retreived
23/07/2026 1:41 PM AWST
23/07/2026 1:41 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 taxicab customer service
Provide taxicab customer service
Unit of competency
National Code
TLII2019A
TLII2019A
State Code
D5166
D5166
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
30/10/2014
Field of Education
080501 - Sales
Original Release Date
30/10/2014
Nominal Hours
8
Description
This unit involves the skills and knowledge required to provide customer service to passengers in taxicabs. It includes establishing effective communication, identifying and assessing the needs and expectations of different customers, meeting the identified customer requirements, and dealing with difficult customer situations. Licensing, legislative, regulatory or certification requirements may be applicable to this unit.
Notes
Elements and Performance Criteria
1Establish contact with customers
- 1.1 A welcoming customer environment is created and maintained
- 1.2 Customers are acknowledged and greeted courteously and politely according to workplace policies and procedures
- 1.3 Communication with customers is clear, concise and courteous
- 1.4 Appropriate communication channels are used
- 1.5 An effective service environment is created through verbal and non-verbal presentation according to workplace policies and procedures
- 1.6 Cultural diversity and discrimination issues are recognised and applied
- 1.7 Acceptable and respectful behaviour towards customers is applied
2Present a positive organisational/ professional image
- 2.1 Dress code and personal grooming are maintained to a professional standard in accordance with regulator and workplace requirements
- 2.2 Vehicle cleanliness and tidiness is monitored and maintained
- 2.3 All actions taken are in keeping with established requirements and workplace procedures and legislation
3Identify the needs and expectations of different customers
- 3.1 Individual customer preferences, needs and expectations are clarified
- 3.2 Customers with limited mobility are identified, and appropriate attention is given to ensure that their requirements are satisfied
- 3.3 Communication suited to the situation is used
- 3.4 Limitations to service provision are identified, communicated to customers, and checked for understanding
4Meet the identified customer needs and expectations
- 4.1 Reasonable requests of customers are met in a courteous and timely manner
- 4.2 Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore satisfaction
- 4.3 Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction
- 4.4 Opportunities to enhance the quality of service are taken whenever possible
- 4.5 Information regarding both anticipated and unanticipated problems and delays is promptly communicated to customers
5Deal with difficult customer situations
- 5.1 Potentially difficult customer situations are identified
- 5.2 Conflict situations are dealt with using effective communication skills according to industry and regulatory policies and procedures and customer service protocols
- 5.3 Incidents are reported to the appropriate personnel according to workplace policies and procedures
6Apply ethical behaviour
- 6.1 Ethical behaviour that avoids any form of sexual harassment, or physical or mental abuse, or intimidation towards passengers and other road users is applied
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.
Customer contact:
is typically a single encounter on a one-to-one basis
includes all points of customer contact before, during and after the journey
Customers may include:
regular and new customers
customers with routine and special requests
people from a range of social, cultural or ethnic backgrounds
people with varying physical and intellectual abilities, including those with sight and hearing impairments
people who may be unwell, drug affected and emotionally distressed
Customers with special needs may include:
international visitors
pregnant women/nursing mothers
the elderly
people with physical and/or intellectual disabilities
children travelling alone or under supervision
people with specific cultural or language needs
parents with young children
Customers with special needs may require transport within the taxicab of:
guide dog
walking frame
walking stick
foldaway wheel chair
pram/pusher
crutches
Difficult customer situations may include:
abusive, racist or sexual encounters
lack of ability to speak English by passengers
aggressive customers
fare evaders
drug affected/intoxicated customers
lack of compliance with no smoking signs
graffiti in taxi cab by customer
Requirements for dress code and personal grooming may include:
conforming to company and regulatory requirements for driver appearance and presentation
wearing a uniform or a standard of dress approved by the company
maintaining personal grooming and hygiene at a standard that is acceptable to customers within the context of work
Workplace policies and procedures may include:
customer service standards and procedures, including dealing with customer requests
quality assurance procedures
security and emergency procedures
industry, regulatory and company procedures for dealing with difficult customer situations
security and emergency procedures codes
lost property procedures
Regulatory policies and procedures may include:
relevant national/state/territory transport and taxi regulations
relevant national/state/territory OH&S regulations and legislation
relevant national/state/territory equal opportunity and anti-discrimination 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.
Customer contact:
is typically a single encounter on a one-to-one basis
includes all points of customer contact before, during and after the journey
Customers may include:
regular and new customers
customers with routine and special requests
people from a range of social, cultural or ethnic backgrounds
people with varying physical and intellectual abilities, including those with sight and hearing impairments
people who may be unwell, drug affected and emotionally distressed
Customers with special needs may include:
international visitors
pregnant women/nursing mothers
the elderly
people with physical and/or intellectual disabilities
children travelling alone or under supervision
people with specific cultural or language needs
parents with young children
Customers with special needs may require transport within the taxicab of:
guide dog
walking frame
walking stick
foldaway wheel chair
pram/pusher
crutches
Difficult customer situations may include:
abusive, racist or sexual encounters
lack of ability to speak English by passengers
aggressive customers
fare evaders
drug affected/intoxicated customers
lack of compliance with no smoking signs
graffiti in taxi cab by customer
Requirements for dress code and personal grooming may include:
conforming to company and regulatory requirements for driver appearance and presentation
wearing a uniform or a standard of dress approved by the company
maintaining personal grooming and hygiene at a standard that is acceptable to customers within the context of work
Workplace policies and procedures may include:
customer service standards and procedures, including dealing with customer requests
quality assurance procedures
security and emergency procedures
industry, regulatory and company procedures for dealing with difficult customer situations
security and emergency procedures codes
lost property procedures
Regulatory policies and procedures may include:
relevant national/state/territory transport and taxi regulations
relevant national/state/territory OH&S regulations and legislation
relevant national/state/territory equal opportunity and anti-discrimination 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
applying relevant legislation and workplace procedures
communicating effectively with a range of customers
identifying the needs of customers
selecting and using appropriate workplace colloquial and technical language and communication technologies
adopting ethical behaviour that avoids any form of sexual harassment, or physical or mental abuse, or intimidation towards passengers and other road users
recognising and adapting appropriately to cultural differences in customers
meeting customer needs
dealing with common customer complaints and taking steps to avoid them
identifying difficult customer situations and applying problem solving techniques and conflict resolution skills where necessary
working effectively with others
maintaining workplace records
maintaining personal appearance
following taxi housekeeping procedures
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 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/or equipment, and/or
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
applying relevant legislation and workplace procedures
communicating effectively with a range of customers
identifying the needs of customers
selecting and using appropriate workplace colloquial and technical language and communication technologies
adopting ethical behaviour that avoids any form of sexual harassment, or physical or mental abuse, or intimidation towards passengers and other road users
recognising and adapting appropriately to cultural differences in customers
meeting customer needs
dealing with common customer complaints and taking steps to avoid them
identifying difficult customer situations and applying problem solving techniques and conflict resolution skills where necessary
working effectively with others
maintaining workplace records
maintaining personal appearance
following taxi housekeeping procedures
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 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/or equipment, and/or
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 |
|---|---|---|---|
| AWM06 | TLII2019 | Provide taxi customer service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W913 | TLI21210 | Certificate II in Driving Operations | Qualification |