Unit of competency Outline
Date retreived
22/07/2026 2:31 AM AWST
22/07/2026 2:31 AM 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.
Monitor and enhance customer service excellence
Monitor and enhance customer service excellence
Unit of competency
National Code
AVII4015A
AVII4015A
State Code
WB794
WB794
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
08/07/2014
Field of Education
080317 - Quality Management
Original Release Date
08/07/2014
Nominal Hours
10
Description
This unit involves the skills and knowledge required to organise, monitor and enhance the levels of customer service within an airline. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Deliver excellence in customer service
- 1.1 Customer service expectations are consistently exceeded
- 1.2 Quality, safety, resource and delivery standards are consistently met
- 1.3 Airline records are maintained accurately in accordance with airline systems and procedures
2Monitor and adjust customer service performance
- 2.1 Customer service performance standards are monitored and reviewed using a range of systems and techniques
- 2.2 Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly and as an accurate reflection of company procedures
- 2.3 Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures
- 2.4 Negative impact events and factors are promptly identified and actions are taken to minimise effect and prevent recurrence
- 2.5 Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards
3Seek information from customers and staff
- 3.1 Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods
- 3.2 Devising improved methods for ensuring service excellence is encouraged among customers and colleagues
- 3.3 Customer and colleague feedback is acknowledged and followed up as appropriate
4Develop approaches to enhance customer service
- 4.1 Initiatives to enhance the quality of customer service are identified and forwarded to appropriate personnel
- 4.2 Reasons for exchanging customer service performance information are communicated clearly with colleagues
- 4.3 Participation in the development of new approaches/initiatives to customer service is undertaken
5Encourage staff to take responsibility for customer service problems
- 5.1 Coaching and support is provided to assist colleagues in handling difficult customer situations
- 5.2 Responsibility for service delivery and customer satisfaction is assumed
- 5.3 Opportunities for improving customer relationships are discussed among the whole team and constructive suggestions are made
- 5.4 Appropriate responses are made to colleagues' suggestions in a timely manner
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 service is provided:
in all areas of both ground operations and service and flight operations. This includes the provision of a range of services and/or the collection, movement, storage and delivery of equipment, goods, materials, passengers and various forms of freight
Workplace activities may be conducted:
by day or night
in any weather conditions
Customers may be:
internal or external
Requirements for work may include:
site restrictions and procedures
relevant domestic and international regulations
security procedures
communications equipment
hours of operation
authorities and permits
use of safety and personal protective equipment
Consultative processes may involve:
existing and potential customers/clients
other employees and supervisors
suppliers
manufacturers
relevant authorities
management
union representatives
OH&S specialists
other maintenance, professional or technical staff
Communications systems may involve:
face-to-face conversation
telephone
fax
email
electronic data transfer of information (EDI)
mail
personal announcement systems (PA)
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
workplace procedures
organisational procedures
established procedures
Documentation/records may include:
workplace procedures and customer service standards
job specifications
operations manuals and instructions
induction documentation
competency standards and training materials
manufacturers specifications, instructions and advice including material safety data sheets
workplace operating procedures and policies
supplier and/or client instructions
relevant Australian and international regulations, codes, standards and certification requirements
OH&S procedures
quality assurance procedures
emergency procedures
customer service manuals
continuous improvement processes
Applicable regulations and legislation may include:
relevant state/territory and international regulations, codes and procedures
relevant Australian and international standards and certification requirements
dangerous goods and hazardous substances codes and regulations
relevant state/territory OH&S legislation
relevant state/territory environmental protection legislation
relevant anti-discrimination legislation
relevant privacy and confidentiality legislation
relevant freedom of information requirements
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 service is provided:
in all areas of both ground operations and service and flight operations. This includes the provision of a range of services and/or the collection, movement, storage and delivery of equipment, goods, materials, passengers and various forms of freight
Workplace activities may be conducted:
by day or night
in any weather conditions
Customers may be:
internal or external
Requirements for work may include:
site restrictions and procedures
relevant domestic and international regulations
security procedures
communications equipment
hours of operation
authorities and permits
use of safety and personal protective equipment
Consultative processes may involve:
existing and potential customers/clients
other employees and supervisors
suppliers
manufacturers
relevant authorities
management
union representatives
OH&S specialists
other maintenance, professional or technical staff
Communications systems may involve:
face-to-face conversation
telephone
fax
electronic data transfer of information (EDI)
personal announcement systems (PA)
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
workplace procedures
organisational procedures
established procedures
Documentation/records may include:
workplace procedures and customer service standards
job specifications
operations manuals and instructions
induction documentation
competency standards and training materials
manufacturers specifications, instructions and advice including material safety data sheets
workplace operating procedures and policies
supplier and/or client instructions
relevant Australian and international regulations, codes, standards and certification requirements
OH&S procedures
quality assurance procedures
emergency procedures
customer service manuals
continuous improvement processes
Applicable regulations and legislation may include:
relevant state/territory and international regulations, codes and procedures
relevant Australian and international standards and certification requirements
dangerous goods and hazardous substances codes and regulations
relevant state/territory OH&S legislation
relevant state/territory environmental protection legislation
relevant anti-discrimination legislation
relevant privacy and confidentiality legislation
relevant freedom of information requirements
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 |
|---|---|---|---|
| AWP55 | AVII4015 | Monitor and enhance customer service excellence | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S632 | AVI40508 | Certificate IV in Aviation (Leadership and Supervision) | Qualification |