TLII3009 — Provide on-board services to customers

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What an assessment for TLII3009 must cover

36 assessable components: 3 elements (11 performance criteria), 13 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 effective communication with customers

1.1All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate
1.2All communications with customers are conducted in a manner which is consistent with organisational policy

2 Identify and assess the needs and expectations of different customers

2.1Individual customer needs and expectations are identified so appropriate products and services may be provided
2.2Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied
2.3Hazards are identified, risks are assessed and control measures are implemented
2.4Limitations to service provision are identified and communicated to customers and customer understanding is confirmed

3 Provide identified customer requirement

3.1Needs and reasonable requests of customers are met in a consistent and timely manner
3.2Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill
3.3Anticipated problems are identified, monitored and actions taken to minimise their effects on customer satisfaction
3.4Opportunities to enhance service quality are taken when appropriate
3.5Information about anticipated and unanticipated problems and delays is promptly communicated to customers

Performance evidence

applying relevant legislation and workplace procedures
communicating effectively with others
completing relevant documentation
completing transactions and revenue protection activities
handling and resolving conflict and grievance situations
interpreting and following operational instructions and prioritising work
modifying activities depending on operational contingencies, risk situations and environments
monitoring work activities in terms of planned schedule
operating and adapting to differences in equipment in accordance with operating procedures
operating electronic communications equipment to required protocol
reading and interpreting relevant instructions, procedures, information and signs
working collaboratively with others
working systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Knowledge evidence

concessional privileges
customer service requirements
details of on-board services provided to customers
fare structures
organisational policies and procedures
organisation’s transport services
procedures for using communications equipment
relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and guidelines
relevant state/territory regulations and requirements pertaining to revenue protection
services for customers who have a disability
timetables
typical problems that can occur when providing on-board services to customers and related appropriate action that can be taken to prevent or solve these problems

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 TLII3009

What does an assessment tool for TLII3009 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for TLII3009 needs to address all 36 unit components: 3 elements with 11 performance criteria, 13 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 TLII3009?

Auditori pulls the current release of TLII3009 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 TLII3009 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing TLII3009 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 TLII3009, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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