Unit of competency Outline

Date retreived
22/07/2026 10:34 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 assistance to customers

Provide assistance to customers

Unit of competency
National Code
TLII3020
State Code
AVI91
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
19/10/2015
View on TGA
State Implementation and Classification
Approved Date
23/02/2016
Field of Education
080501 - Sales
Original Release Date
23/02/2016
Nominal Hours
25
Description
This unit involves the skills and knowledge required to assist customers, in accordance with legislative and regulatory requirements.It includes establishing contact with customers, identifying customer needs and providing appropriate support to customers during their journey. Work is performed with limited or minimum supervision. It involves providing assistance to customers requiring assistance during their journey.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Establish contact with customers
  • 1.1 Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements
  • 1.2 Personal dress and presentation is maintained in accordance with organisational requirements
  • 1.3 Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
  • 1.4 Sensitivity to customer specific needs, and cultural and individual differences is maintained
  • 1.5 Genuine interest in customer needs is displayed
2 Identify customer needs
  • 2.1 Appropriate questioning and active listening are used to determine customer needs
  • 2.2 Urgency of customer needs is assessed to identify priorities for service delivery
  • 2.3 Appropriate customer service for specific customer need is identified
3 Deliver service to customers
  • 3.1 Identified service that meets identified customer need is promptly provided in accordance with organisational requirements
  • 3.2 Customer communications are conducted in a clear, concise and courteous manner
  • 3.3 Customer inquiries are dealt with courteously and efficiently
  • 3.4 Questions are used to clarify customer needs or concerns
  • 3.5 Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
  • 3.6 Customer is directed to or assistance from other staff is sought, when a customer inquiry cannot be fully answered
  • 3.7 Opportunities to enhance quality of service and products are identified and action is taken to improve service whenever possible
  • 3.8 Information about problems and delays is provided and follow up is made within appropriate timeframes as required
  • 3.9 Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures
4 Prepare for passengers with specific needs
  • 4.1 Vigilance is maintained for passengers with specific needs/disabilities on arrival
  • 4.2 Hazards are identified, risks are assessed and risk control measures are implemented
  • 4.3 Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements
5 Provide assistance to customers with specific needs
  • 5.1 Ancillary equipment is accessed for passengers with wheelchairs/prams as required
  • 5.2 Customers with assistance dogs are observed and assisted as required
  • 5.3 Customers with other specific needs are observed and assisted as required
  • 5.4 Customers are assisted in a courteous manner, sensitive to their needs
  • 5.5 Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort
  • 5.6 Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
6 Communicate regarding customers with specific needs
  • 6.1 Other personnel are informed when assisting customers with specific needs may cause delays to services
  • 6.2 Other personnel are informed about the presence of customers with specific needs as required
No information
No information
Replaces
State Code National Code Title Type
D5172 TLII3020A Provide assistance to customers with and without special needs Unit of competency
Replaced By
State Code National Code Title Type
OCG63 TLII0004 Provide assistance to customers Unit of competency