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TLII0006 — Provide taxi customer service

Generate a complete, audit-ready assessment tool for this unit in minutes: candidate assessment, assessor guide with model answers, and a coverage matrix mapped to every component below. Reviewed and approved by your qualified person, exported under your branding.

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What an assessment for TLII0006 must cover

34 assessable components: 3 elements (14 performance criteria), 8 performance evidence and 12 knowledge evidence requirements. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Establish contact with customers

  • 1.1Welcoming customer environment is created and maintained in accordance with workplace policies and procedures
  • 1.2Customers are acknowledged and greeted courteously and politely in accordance with workplace policies and procedures
  • 1.3Clear, concise and courteous communication with customers is maintained
  • 1.4Appropriate communication channels are used in accordance with workplace policies and procedures
  • 1.5Diversity in the workplace is recognised and valued
  • 1.6Acceptable and respectful behaviour towards customers is applied

2 Present a professional image

  • 2.1Dress code and personal grooming are maintained to a professional standard in accordance with workplace policies and procedures
  • 2.2Vehicle cleanliness and tidiness are monitored and maintained

3 Identify and meet needs and expectations of customers

  • 3.1Individual customer preferences, needs and expectations are clarified
  • 3.2Customers with specific needs are identified, and appropriate attention is given to ensure their requirements are met
  • 3.3Customer dissatisfaction is recognised, and steps are taken to address issues
  • 3.4Limitations to service provision are identified, communicated to customers and checked for understanding
  • 3.5Opportunities to enhance service quality are taken whenever possible
  • 3.6Incidents are reported to appropriate personnel in accordance with workplace policies and procedures

Performance evidence

  • applying relevant legislation, codes of practice and workplace policies and procedures for customer service practices in a taxi
  • communicating effectively with customers
  • dealing with customer complaints and taking steps to avoid them
  • ensuring requirements for customers with specific needs are being met
  • identifying difficult customer situations and applying problem-solving techniques and conflict resolution skills
  • maintaining dress code and personal grooming to a professional standard
  • recognising and valuing diversity towards passengers and other road users
  • selecting and using appropriate communication techniques

Knowledge evidence

  • effective customer service techniques, including:
  • active listening
  • appropriate language style and tone of voice
  • conversing with and understanding requirements of people with disabilities
  • giving customers full attention
  • maintaining eye contact (for face-to-face interactions)
  • recognising diversity
  • speaking clearly and concisely
  • personal presentation requirements
  • problems that can occur when providing taxi services to customers and related solutions
  • relevant work health and safety (WHS)/occupational health and safety (OHS), equal opportunity and anti-discrimination procedures and guidelines
  • relevant workplace policies and procedures for quality customer service

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

See what you get before you start

Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing TLII0006

What does an assessment tool for TLII0006 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for TLII0006 needs to address all 34 unit components: 3 elements with 14 performance criteria, 8 performance evidence requirements, 12 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 TLII0006?

Auditori pulls the current release of TLII0006 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 TLII0006 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing TLII0006 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 TLII0006, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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