AVII0004 — Provide quality customer service

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What an assessment for AVII0004 must cover

55 assessable components: 3 elements (15 performance criteria), 18 performance evidence and 22 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 Identify and assess customer needs and expectations

1.1Different types of customers are accurately identified according to age, personality and cultural background
1.2Individual customer needs and expectations are correctly identified, and products and services appropriate to identified needs and expectations are provided

2 Deliver high quality service

2.1Customers are greeted in a polite and friendly manner
2.2Trust, goodwill and satisfaction are developed through effective communication strategies
2.3Customer requests are met whenever possible and within reasonable limits
2.4Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds
2.5Customer dissatisfaction is recognised and appropriate action taken to resolve the problem
2.6Potential problems are anticipated and action taken to minimise the effect on customer satisfaction
2.7Opportunities to enhance the delivery of quality customer service are identified and actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented
2.8Appropriate non-verbal communication is used to deliver quality service outcomes

3 Deal with difficult customer situations

3.1Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background
3.2Nature and details of customer complaints are established and agreed on
3.3Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own responsibility
3.4Unresolved customer complaints are referred to a higher authority
3.5All associated documentation is accurately and legibly completed in accordance with workplace procedures

Performance evidence

adapting to differences in equipment and operating environment in accordance with standard operating procedures (SOPs)
communicating effectively with others
completing relevant documentation
identifying and correctly using relevant equipment
implementing contingency plans
implementing work health and safety (WHS) procedures and relevant regulations
interpreting and following operational instructions and prioritising work
modifying activities depending on workplace contingencies, situations and environments
monitoring and anticipating operational problems and hazards and taking appropriate action
monitoring work activities in terms of planned schedule
operating electronic communications equipment to required protocol
reading, interpreting and following relevant regulations, instructions, procedures, information and signs
reporting and/or rectifying problems, faults or malfunctions promptly in accordance with workplace procedures
responding appropriately to cultural differences in the workplace
selecting and using required personal protective equipment (PPE) conforming to industry and WHS standards
using the correct techniques to resolve customer complaints in accordance with workplace procedures
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

airline standards, principles and philosophies for providing quality customer service to passengers
customers, including:
customers with a range of cultural and religious backgrounds
customers with a range of disabilities, including hearing or sight impairment
customers with babies or small children
customers with specific dietary and other needs
elderly customers
internal and external customers
non-English speaking customers
passengers
unaccompanied minors
airline structure, products, services, policies and procedures
cabin features and amenities for various types of aircraft
complaint handling procedures
customer service records/documentation
features, amenities and departure gate locations of terminals at designated airports
importance of customer service to airline and to individual crew responsibility
needs and expectations of different types of customers, including internal and external customers
problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case
relevant customs, quarantine, equal opportunity and anti-discrimination regulations
relevant WHS regulations
risks that exist when providing customer service to passengers on aircraft flights, and related risk control procedures and precautions

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 AVII0004

What does an assessment tool for AVII0004 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AVII0004 needs to address all 55 unit components: 3 elements with 15 performance criteria, 18 performance evidence requirements, 22 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 AVII0004?

Auditori pulls the current release of AVII0004 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 AVII0004 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing AVII0004 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 AVII0004, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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