Unit of competency Outline
Date retreived
22/07/2026 8:53 AM AWST
22/07/2026 8:53 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.
Provide customer service in transport vehicles/vessels
Provide customer service in transport vehicles/vessels
Unit of competency
National Code
TLII3003A
TLII3003A
State Code
D5167
D5167
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
31/10/2014
Field of Education
080501 - Sales
Original Release Date
31/10/2014
Nominal Hours
20
Description
This unit involves the skills and knowledge required to provide customer service for local and overseas passengers in transport vehicles/vessels. This includes monitoring and addressing passenger needs, preparing and delivering commentaries, resolving problems and conflicts involving customers, and liaising with the suppliers of tourism products to ensure appropriate materials and services are obtained and made available to service customer needs. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Monitor and address passenger needs
- 1.1 Circumstances affecting passengers' needs and comfort are monitored and action taken in accordance with company procedures
- 1.2 Needs of all types of passengers are acknowledged and appropriate assistance provided
- 1.3 Passengers are advised on the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, where relevant
- 1.4 Risks to passenger safety are identified and appropriate action initiated to minimise the risk
- 1.5 Passengers are suitably advised of any safety risk and the action being taken
- 1.6 Tact, courtesy, friendliness and patience are demonstrated at all times when dealing with passengers
- 1.7 Passenger inquiries and requests are received and resolved with minimal delays
- 1.8 Passenger inquires and associated action are recorded and reported in accordance with company procedures
2Prepare and deliver commentaries
- 2.1 Comprehensive briefings are delivered clearly and precisely
- 2.2 Commentary presentations are well researched and delivered clearly and at precise timings
- 2.3 Additional information is provided in response to questions
- 2.4 Audiovisual equipment is correctly and safely operated, where installed
3Implement conflict resolution strategies
- 3.1 Conflict and difficult situations are recognised and fair solutions are negotiated equitably
- 3.2 Conflicts which are unable to be resolved are referred to a higher authority
- 3.3 Opportunities to enhance the quality of the service are taken, particularly in conflict situations
4Communicate with suppliers
- 4.1 Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information on products available to meet customer needs
- 4.2 Needs for tourism products and/or information are appropriately communicated to relevant company personnel
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.
Type of vehicle/vessel may include:
all transport vehicles/vessels providing services to local and overseas customers that may involve commentaries, answers to questions, and resolution of problems and conflict situations, including coaches, buses, taxis, hire cars, trams, trains, and tourism vessels and ferries on both short or long journeys/voyages, as required
Equipment may include:
public address audio
video players and videotapes
audiotape/CD players and tapes/CDs
interactive computer/video equipment
Information/documents may include:
tourism industry codes of practice or recommended procedures
company instructions and customer service procedures
tourism information including pamphlets, brochures and booklets
video and audio cassettes and CDs
Applicable procedures and codes may include:
relevant state/territory regulations concerning tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels
relevant state/territory OH&S 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.
Type of vehicle/vessel may include:
all transport vehicles/vessels providing services to local and overseas customers that may involve commentaries, answers to questions, and resolution of problems and conflict situations, including coaches, buses, taxis, hire cars, trams, trains, and tourism vessels and ferries on both short or long journeys/voyages, as required
Equipment may include:
public address audio
video players and videotapes
audiotape/CD players and tapes/CDs
interactive computer/video equipment
Information/documents may include:
tourism industry codes of practice or recommended procedures
company instructions and customer service procedures
tourism information including pamphlets, brochures and booklets
video and audio cassettes and CDs
Applicable procedures and codes may include:
relevant state/territory regulations concerning tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels
relevant state/territory OH&S 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 |
|---|---|---|---|
| AWM02 | TLII3003 | Provide customer service in transport vehicles/vessels | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W921 | TLI31210 | Certificate III in Driving Operations | Qualification |