TLII0005 — Apply customer service skills
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What an assessment for TLII0005 must cover
27 assessable components: 2 elements (10 performance criteria), 10 performance evidence and 7 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 Deal with customer inquiries
- 1.1Relevant legislation and workplace procedures are identified and followed
- 1.2Customer is greeted cordially in accordance with workplace procedures
- 1.3Customer inquiries are responded to courteously and efficiently in accordance with workplace procedures
- 1.4Questions are used to clarify customer needs or concerns
- 1.5Assistance from appropriate personnel is sought when customer inquiries cannot be fully answered
- 1.6Product, service and/or operational knowledge is used to answer customer queries or to respond to customer needs
- 1.7Customer inquiries and associated action are recorded and reported in accordance with workplace procedures
2 Monitor customer satisfaction
- 2.1Customer requirements and solutions are monitored in accordance with workplace procedures
- 2.2Appropriate feedback is sought from customer to ensure satisfaction
- 2.3Appropriate feedback is provided to internal and/or external customers
Performance evidence
- communicating effectively with others when providing customer service
- completing documentation related to providing customer service, including capturing feedback
- handling customer queries and complaints effectively
- identifying and following relevant legislation and workplace procedures
- interpreting and following operational instructions and prioritising work
- reading and interpreting instructions, procedures, information and labels relevant to providing customer service
- reporting and/or rectifying identified problems effectively in accordance with regulatory requirements and workplace procedures
- working collaboratively with others to: • identify, define and solve problems • provide quality customer service
- working systematically with required attention to detail
- writing simple reports and records of inquiries
Knowledge evidence
- customer service principles, policies and procedures
- products and/or services provided by the workplace
- relevant duty of care responsibilities
- relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations
- sources of information and documentation needed for workplace operations
- types of operations carried out in the workplace
- workplace procedures relevant to work activities
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 TLII0005
What does an assessment tool for TLII0005 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for TLII0005 needs to address all 27 unit components: 2 elements with 10 performance criteria, 10 performance evidence requirements, 7 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 TLII0005?
Auditori pulls the current release of TLII0005 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 TLII0005 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing TLII0005 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 TLII0005, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
Related units
- TLII0001 — Market international freight forwarding services
- TLII0002 — Provide freight forwarding information and customer service
- TLII0003 — Optimise delivery service
- TLII0004 — Provide assistance to customers
- TLII0006 — Provide taxi customer service
- TLII0007 — Provide assistance to customers with specific needs
- TLII2015 — Operate the on-train buffet car
- TLII3003 — Provide customer service in transport vehicles/vessels
- TLII3009 — Provide on-board services to customers
- TLII3010 — Provide travel information to customers
- TLII3022 — Provide customer service in rail operations
- TLII4001 — Coordinate quality customer service
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