TLII0004 — Provide assistance to customers

1 Establish contact with customers

• 1.1Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements
• 1.2Personal dress and presentation are maintained in accordance with organisational requirements
• 1.3Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
• 1.4Sensitivity to customer specific needs, and cultural and individual differences is maintained

2 Identify customer needs

• 2.1Appropriate questioning and active listening are used to determine customer needs
• 2.2Urgency of customer needs is assessed to identify priorities for service delivery
• 2.3Appropriate customer service for specific customer need is identified

3 Deliver service to customers

• 3.1Customer service needs are promptly responded to and support provided in accordance with organisational requirements
• 3.2Customer communications and inquiries are conducted in a clear, concise and courteous manner
• 3.3Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
• 3.4Customer is directed to, or assistance from other staff is sought, when a customer inquiry cannot be fully answered
• 3.5Opportunities to enhance quality of service and products are identified and actions are taken to improve service whenever possible
• 3.6Information about problems and delays is provided and follow up is made within appropriate timeframes as required
• 3.7Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures

4 Prepare for passengers with specific needs

• 4.1Vigilance is maintained for passengers with specific needs/disabilities on arrival
• 4.2Hazards are identified, risks are assessed and risk control measures are implemented
• 4.3Actions 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

• 5.1Ancillary equipment is accessed for passengers with wheelchairs/prams as required
• 5.2Customers with assistance dogs are observed and assisted as required
• 5.3Customers with other specific needs are observed and assisted as required
• 5.4Customers are assisted in a courteous manner, sensitive to their needs
• 5.5Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort
• 5.6Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations

6 Communicate regarding customers with specific needs

• 6.1Relevant personnel are informed when assisting customers with specific needs may cause delays to services
• 6.2Relevant personnel are informed about the presence of customers with specific needs as required

What does an assessment tool for TLII0004 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for TLII0004 needs to address all 46 unit components: 6 elements with 25 performance criteria, 15 performance evidence requirements, 6 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for TLII0004?

Auditori pulls the current release of TLII0004 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for TLII0004 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing TLII0004 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of TLII0004, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.