TLII3003 — Provide customer service in transport vehicles/vessels

1 Monitor and address passenger needs

• 1.1Circumstances affecting passenger needs and comfort are monitored and actions taken in accordance with workplace procedures
• 1.2Needs of all types of passengers are acknowledged and appropriate assistance is provided
• 1.3Passengers are advised about the operation of internal vehicle and/or vessel facilities and the benefits of wearing seat belts, as required
• 1.4Hazards and risks to passenger safety are identified and appropriate actions are initiated to minimise the risk
• 1.5Passengers are suitably advised about any safety risk and actions being taken
• 1.6Tact, courtesy, friendliness and patience are used at all times when dealing with passengers
• 1.7Passenger inquiries and requests are received and resolved with minimal delays
• 1.8Passenger inquires and associated actions are recorded and reported in accordance with workplace procedures

2 Prepare and deliver commentaries

• 2.1Comprehensive briefings are delivered clearly and precisely
• 2.2Commentary presentations are well-researched and delivered clearly and at precise timings
• 2.3Additional information is provided in response to questions
• 2.4Audiovisual (AV) equipment is correctly and safely operated, as required

3 Implement conflict resolution strategies

• 3.1Conflict and difficult situations are recognised, and fair solutions are negotiated equitably
• 3.2Conflicts unable to be resolved are referred to a higher authority
• 3.3Opportunities to enhance service quality are taken, particularly in conflict situations

4 Communicate with suppliers

• 4.1Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs
• 4.2Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

What does an assessment tool for TLII3003 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for TLII3003 needs to address all 41 unit components: 4 elements with 17 performance criteria, 14 performance evidence requirements, 10 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 TLII3003?

Auditori pulls the current release of TLII3003 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 TLII3003 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing TLII3003 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 TLII3003, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.