Free Airline Customer Service Executive course (6months)

Airline Customer Service Executive:

Brief Job Description: Airline Customer Service Executive, is responsible for the administrative and customer service functions. Customer service executives are responsible for meeting the needs and safety requirements of passengers and airport personnel. They assist customers before and after a flight. Customer service executives also provide support to other airport personnel, including pilots and engineers.

Personal Attributes: An Airline Customer Service Executive’s attributes would include good communication skills, good inter-personal skills and customer centricity.

Safety and security procedures:

Comprehending the safety and security procedures

comply with the organisation’s safety and security policies and procedures

PC2. comply with the regulatory guidelines on safe conduct of operations and maintenance of conditions to thwart any acts of unlawful interference

PC3. report any identified breaches of safety, and security policies and procedures to the designated person

PC4. coordinate with other resources at the workplace (within and outside the organisation) to achieve safe and secure environment

PC5. identify and mitigate any safety and security hazards like illness, accidents, fires or acts of unlawful interference if it falls within the limits of individual’s authority

PC6. report any hazards outside the individual’s authority to the relevant person in line with organisational procedures and regulatory guidelines

PC7. follow organisation’s emergency procedures for accidents, fires or acts of unlawful interference

PC8. identify and recommend opportunities for improving health, safety, and security to the designated person

PC9. complete all health and safety records are updates and procedures well defined.

Organisational Context

KA1. hazard identification and risk management as defined within the organisational policy and procedures

KA2. regulatory requirements and organisation’s procedures for maintenance of safety and security standards and individual’s role and responsibilities in relation to this

KA3. how and when to report hazards

KA4. the limits of responsibility for dealing with hazards KA5. the organisation’s emergency procedures for different emergency situations and the importance of following these

KA6. importance of maintaining high standards of safety and security KA7. implications that any non-compliance with safety and security may

have on individuals and the organization

Technical Knowledge

KB1. different types of breaches of safety and security and how and when to report these

KB2. evacuation procedures for workers and passengers

KB3. how to summon medical assistance and the emergency services, where necessary

KB4. how to use the health, safety and accident reporting procedures and the importance of these

KB5. regulatory guidelines on dealing with safety and security emergencies.

Core Skills/ Generic Skills

Writing Skills

The user/ individual on the job needs to know and understand how to: SA1. complete accurately well written report in English language detailing the situations of emergency with attention to detail

Reading Skills

The user/individual on the job needs to know and understand how to: SA2. read instructions/guidelines/procedures/rules

Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to: SA3. listen to and orally communicate information with all concerned Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers and other stake holders in a courteous manner SB5. maintain cordial work relationship Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations     Passenger Check-In Identify bonafide passenger PC1. receive passengers in a courteous manner at the check in counter PC2. identify the bonafide passengers with their passenger name record (PNR) in accordance with the airline procedure and an acceptable identification document as per regulatory requirements PC3. take appropriate action to deal with passengers who are unfit or incapable of air travel as per organisation and or regulatory guidelines Check in and issue boarding pass to bonafide passengers along with baggage processing PC4. “check-In” the passenger in the departure control system as per organisation procedures PC5. allocate seat, services and facilities to bonafide passengers according to their requests and their eligibility PC6. “check-In” the bag(s) of the passenger, if any, while ensuring that the bag(s) are within prescribed limits PC7. enter the details of the bag(s) into the departure control system and print the baggage tag(s) PC8. tag the bag(s) appropriately. PC9. ensure that the copy of the baggage tag(s) is affixed on the boarding card of the passenger PC10. deal with any observed discrepancies in line with policies and procedures of the organisation PC11. provide boarding pass to passenger(s) PC12. handover all the documents to the passenger and brief the passenger on the details of the departing flight PC13. escalate any safety or security concerns about passengers Organisational Context KA1. organisation policies on passenger acceptance and conditions of carriage KA2. organisation policies on range of services that a bonafide passenger can avail based on their travel status KA3. escalation process Technical Knowledge KB1. procedures for dealing with documentary discrepancies including invalid tickets, lost tickets, incorrect tickets, visa discrepancies and passport discrepancies KB2. procedure for domestic and international travel KB3. security procedures KB4. customs and immigration information in relation to airline destinations and necessary documents for example, tickets, visas, passports and boarding documents KB5. usage of reservation/departure control systems Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. fill any forms related to documentation SA2. prepare required reports for management as required Reading Skills The user/individual on the job needs to know and understand how to: SA3. interpret details of the visas, relevant documents, passport, etc. SA4. verify passenger documents Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA5. communicate clearly with supervisors and peers SA6. communicate with passengers SA7. regularly communicate with all peers in the chain of activities to ensure activities are running smoothly   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. check compliance for escalation Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. prioritise and execute tasks in within the scheduled time limits Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with customers in a courteous manner SB5. maintain effective customer relationship Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. identify and solve basic issues with documents and systems during check in Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors   Passenger boarding Performance Criteria   Announce boarding as per airline’s policies and procedures PC1. gather the information of flight and the departure gate PC2. announce boarding of the flight in clear and concise manner as per boarding sequence PC3. ensure that the boarding announcements are as per defined organisation procedures Operate the boarding gate effectively PC4. deal with passengers in a courteous manner at all times PC5. ask for the boarding pass at the boarding gate PC6. scan and cross verify the boarding pass PC7. inspect the boarding pass for airport security stamp PC8. assign a porter/helper to special needs passenger, if required PC9. direct the passengers to the aircraft through the aerobridge or coach PC10. reconcile the passenger headcount and escalate any deficiency through the appropriate channel Knowledge and Understanding     Organisational Context KA1. organisation policies and procedures for boarding p rocess KA2. escalation process   Technical Knowledge KB3. types of special handling requirements KB4. use of computer systems especially reservations and check-in systems KB5. how to deal with passengers who are unfit or incapable of air travel KB6. how to report security concerns KB7. airline and airport codes KB8. how to detect frauds in passport and visa KB9. local procedures for transferring passengers KB10. national and international immigration requirements KB11. national regulatory requirements defining a bonafide passenger KB12. international regulations of various countries defining a bonafide Passenger KB13. service recovery procedures Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. fill any forms related to documentation Reading Skills The user/individual on the job needs to know and understand how to: SA2. interpret details of the boarding pass and other relevant documents SA3. read and understand the instructions and conditions during any customer interaction Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA4. communicate clearly with supervisors and peers SA5. regularly communicate with all employees in the chain of activities to ensure activities are running smoothly SA6. share best practices with peers and subordinates SA7. communicate in a courteous manner with the passengers   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. ability to make a judgment on customs and other regulatory requirement for the required situation SB2. decide for any last minute change/accommodation Plan and Organise The user/individual on the job needs to know and understand how to: SB3. monitor efficient functioning of all activities SB4. prioritise and execute tasks in within the scheduled time limits Customer Centricity The user/individual on the job needs to know and understand how to: SB5. communicate with passengers in a courteous manner SB6. maintain effective customer relationship Problem Solving The user/individual on the job needs to know and understand how to: SB7. identify trends/common causes for errors and suggest possible solutions to the supervisor/management SB8. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB9. analyse on best possible solutions (cost, time, effort, etc.) suited for customer requirement Critical Thinking   The user/individual on the job needs to know and understand how to: SB10. concentrate on task at hand and complete it without errors   Manage lounge services Performance Criteria   Maintain access to lounge PC1. receive and greet the passengers at the lounge service desk PC2. verify the eligibility of the passenger to access the lounge services based on organisation policies PC3. ensure to record all the details of the passenger at the lounge service des PC4. keep the passenger informed about the boarding gate for the flight and the boarding time Maintain high customer service standards in the lounge PC5. provide passengers with newspapers, food and drink, when requested PC6. operate equipment in the executive lounge PC7. resolve queries from passengers in a courteous and friendly manner PC8. dress appropriately at all times PC9. maintain high levels of hygiene PC10. make announcements at appropriate times to make sure that passengers board their flights in a timely manner PC11. deal effectively and politely with passengers during flight delays Knowledge and Understanding   Organisational Context KA1. policies of the organisation defining the qualification of a bonafide passenger to use lounge services KA2. procedures for dealing with passengers departing/arriving on domestic or international KA3. escalation process KA4. expected standards of dress and personal hygiene Technical Knowl edge KB1. type of documents and cards used by passengers KB2. types of special needs and the help that people with special needs may need KB3. use of computer systems especially reservations and check-in systems KB4. how to deal with passengers who are unfit or incapable of air travel KB5. how to report security concerns KB6. airline and airport codes Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. fill forms as required by the organisation Reading Skills The user/individual on the job needs to know and understand how to: SA2. read and understand various documents related to passenger Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA3. communicate clearly passengers SA4. share best practices with peers and subordinates   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB5. take appropriate decisions within the framework of policies defined by the organisation Plan and Organise The user/individual on the job needs to know and understand how to: SB6. concentrate on task at hand and complete it without errors Customer Centricity The user/individual on the job needs to know and understand how to: SB7. communicate with passengers in a courteous and friendly manner Problem Solving The user/individual on the job needs to know and understand how to: SB8. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB9. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB10. ability to identify and resolve issues Critical Thinking The user/individual on the job needs to know and understand how to: SB11. concentrate on task at hand and complete it without errors SB12. apply balanced judgments to different situations     Manage passenger complaints at airport Performance Criteria   Passenger complaints regarding delayed baggage PC1. deal with passengers in a courteous manner at all times PC2. examine passengers’ tickets and baggage tag identification to identify appropriate reference/sequence numbers PC3. explain the lost baggage procedure to passengers in a clear and concise manner PC4. record the details of the bag(s) as per checklist defined by the organisation PC5. raise the complaint within the airline system(s) using appropriate processes PC6. communicate to the passenger his/her rights to claim compensation and the process to receive compensation for delayed or lost bag(s) as per organisation policies and regulatory guidelines PC7. escalate the complaint based on the situation and the passenger’s reaction Passenger complaints regarding pilferage or damage to their bags PC8. deal with passengers in a courteous manner at all times PC9. examine pa ssengers’ tickets and baggage tag identification to identify appropriate reference/sequence numbers PC10. inspect bag(s) for alleged pilferage or damage and attempt to verify the alleged claims by the passenger PC11. explain the claims procedure to passengers in a clear and concise manner PC12. record the passenger complaint and details of the pilferage/damage as per organisation procedures and regulatory guidelines PC13. issue appropriate documents to passengers PC14. process internal paperwork relating to damage in line with the organisation procedures and raise the complaint within the airline system(s) using appropriate processes PC15. communicate to the passenger his/her rights to claim the compensation and the process to claim the compensation in line with organisation policy and procedure   Knowledge and Understanding   Organisational Context KA1. procedures of recording passenger complaints regarding baggage short-landing or pilferage and or damage KA2. policy on compensation eligibility based on the complaint type KA3. procedure to escalate complaints KA4. procedures for dealing with abusive or aggressive passengers Technical Knowledge KB1. effective conflict resolution KB2. methods to identify damage profile to bags Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. fill required forms to record complaints Reading Skills The user/individual on the job needs to know and understand how to: SA2. interpret details of the boarding pass and other relevant documents SA3. read the international terminology and documents SA4. read and understand the instructions and conditions during any customer interactions Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA5. communicate clearly with supervisors and peers SA6. regularly communicate with all employees in the chain of activities to ensure activities are running smoothly SA7. share best practices with peers and subordinates   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. ability to make a judgment on the temperament of passenger and take decisions of escalation in order to manage the passenger Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. prioritize and execute tasks in within the scheduled time limits Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with customers courteously and in an empathetic manner and share all relevant information SB5. maintain effective customer relationship Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. identify and solve basic issues with claim documents Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors     Take action to deal with incidents, accidents and emergencies in the aviation security environment Performance Criteria   Take action to deal with incidents, accidents and emergencies PC1. comply with the probability and severity of emergency situations PC2. take action to deal with emergencies, incidents or accidents in line with its organisation’s procedures and regulatory guidelines PC3. make sure the action planned does not increase the risk or threat to oneself and others PC4. consider the needs of others when taking action PC5. keep all the relevant and appropriate person(s) informed on action taken in line with organisation’s procedures PC6. get help from the appropriate sources in situation that are outside your own authority or ability PC7. document all actions taken to mitigate risks/ emergencies in line with organisation procedures and regulatory guidelines Knowledge and Understanding   Organisational Context KA1. organisation ’s procedures for dealing with and reporting emergencies, incidents or accidents   Technical Knowledge KB1. legal responsibilities when dealing with emergencies, incidents or accidents KB2. the possible emergencies, incidents or accidents an individual may have to deal with or advise colleagues on how to deal with for evacuation, passenger behaviour, illness or death, stolen property suspect or unclaimed baggage, suspicious items, natural disasters, fires and security alerts including terrorist threats KB3. action that can be taken and the authority matrix KB4. how to take actions to deal with emergencies, incidents or accidents KB5. how to reduce as far as possible any possible risks in typical travel related emergencies, incidents or accidents KB6. effect on customer service and goodwill in emergencies, incidents or accidents Core Skills/ Generic Skills Writing Skills The user/individual on the job needs to know and understand how to: SA1. write in English language a brief and concise report on the emergency and its handling Reading Skills The user/individual on the job needs to know and understand how to: SA2. read and understand the organisation’s policies & procedures Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA3. communicate clearly with supervisors and peers SA4. communicate with passengers in a courteous manner SA5. regularly communicate with all employees in the chain of activities to ensure activities are running smoothly SA6. share best practices with peers and subordinates   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. initiate action to mitigate an emergent risk/ emergency situation Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers and other stakeholders in a courteous manner SB5. maintain cordial work relationship Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations   Work Effectively in a Team Performance Criteria   Support the work team PC1. display courteous and helpful behaviour at all times. PC2. take opportuni ties to enhance the level of assistance offered to colleagues. PC3. meet all reasonable requests for assistance within acceptable workplace timeframes. PC4. complete allocated tasks as required. PC5. seek assistance when difficulties arise. PC6. use questioning techniques to clarify instructions or responsibilities. PC7. identify and display a non discriminatory attitude in all contacts with customers and other staff members Maintain personal presentation PC8. observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact. PC9. follow personal hygiene procedures according to organisational policy and relevant legislation. Develop effective work habits PC10. interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task. PC11. interpret, confirm and act on legal requirements in regard to anti- discrimination, sexual harassment and bullying. PC12. ask questions to seek and clarify workplace information. PC13. plan and organises daily work routine within the scope of the job role. PC14. prioritise and complete tasks according to required timeframes. PC15. identify work and personal priorities and achieve a balance between competing priorities Knowledge and Understanding   Organisational Context KA1. The policies and procedures relating to the job role. KA2. The value system of the organisation KA3. Employee rights and obligations KA4. The reporting hierarchy and escalation matrix Technical Knowledge KB1. ask questions to identify and confirm requirements. KB2. follow routine instructions through clear and direct communication. KB3. use language and concepts appropriate to cultural differences. KB4. use and interpret non-verbal communication. KB5. the scope of information or materials required within the parameters of the job role. KB6. consequences of poor team participation on job outcomes. KB7. work health and safety requirements Core Skills/ Generic Skills Writing Skills, On the job the individual needs to be able to: SA1. complete documentation accurately. SA2. write simple reports when required. Reading Skills On the job the individual needs to be able to: SA3. read information accurately. SA4. read and interpret data sheets. Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA5. listen to and orally communicate information with all concerned   Professional Skills   Decision Making     On the job the individual needs to be able to: SB1. make appropriate decisions regarding the responsibilities of the job role.     Plan and Organise     The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines   Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers and other stakeholders in a courteous manner SB5. maintain effective work relationship Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations          Model Curriculum Airline Customer Service Executive   Follow safety and security procedures   comprehend the organisation’s safety and security policies and procedures  comprehend the regulatory guidelines on safe conduct of operations and maintenance of conditions to thwart any acts of unlawful interference  report any identified breaches of safety, and security policies and procedures to the designated person  coordinate with other resources at the work place (within and outside the organisation) to achieve safe and secure environment  identify and mitigate any safety and security hazards like illness, accidents, fires or acts of unlawful interference if it falls within the limits of individual’s authority  report any hazards outside the individual’s authority to the relevant person in line with organisational procedures and regulatory guidelines  follow organisation’s emergency procedures for incidents or accidents, fires or acts of unlawful interference  identify and recommend opportunities for improving health, safety, and security to the designated person  ensure completion of all health and safety records are updates and procedures well defined   Passenger Check-In   receive passengers in a courteous manner at the check in counter  identify the bona fide passengers with their passenger name record(PNR) in accordance with the airline procedure and an acceptable identification document as per regulatory requirements  take appropriate action to deal with passengers who are unfit or incapable of air travel as per organisation and or regulatory guidelines  “check-In” the passenger in the departure control system as per  organisation procedures  allocate seat, services and facilities to bonafide passengers according to their requests and their eligibility  “check-In” the bag(s) of the passenger, if any, while ensuring that the bag(s) are within prescribed limits  enter the details of the bag(s) into the departure control system and print the baggage tag(s)  tag the bag(s) appropriately.  ensure that the copy of the baggage tag(s) is affixed on the boarding card of the passenger  deal with any observed discrepancies in line with policies and procedures of the organisation  provide boarding pass to passenger(s)  handover all the documents to the passenger and brief the passenger on the details of the departing flight  escalate any safety or security concerns about passengers   Passenger boarding   gather the information of flight and the departure gate  announce boarding of the flight in clear and concise manner as per boarding sequence  ensure that the boarding announcements are as per defined organisation procedures  deal with passengers in a courteous manner at all times  ask for the boarding pass at the boarding gate  scan and cross verify the boarding pass  inspect the boarding pass for airport security stamp  assign a porter/helper to special needs passenger, if required  direct the passengers to the aircraft through the aerobridge or coach  reconcile the passenger headcount and escalate any deficiency through the appropriate channel   Manage lounge services   receive and greet the passengers at the lounge service desk  verify the eligibility of the passenger to access the lounge services based on organisation policies  ensure to record all the details of the passenger at the lounge service desk   keep the passenger informed about the boarding gate for the flight and the boarding time  provide passengers with newspapers, food and drink, when requested  operate equipment in the executive lounge  res olve queries from passengers in a courteous and friendly manner  dress appropriately at all times  maintain high levels of hygiene  make announcements at appropriate times to make sure that passengers board their flights in a timely manner  deal effectively and politely with passengers during flight delays   Manage passenger complaints at airport   deal with passengers in a courteous manner at all times  examine passengers’ tickets and baggage tag identification to identify appropriate reference/sequence numbers  explain the lost baggage procedure to passengers in a clear and concise manner  record the details of the bag(s) as per checklist defined by the organisation  raise the complaint within the airline system(s) using appropriate processes  communicate to the passenger his/her rights to claim compensation and the process to receive compensation for delayed or lost bag(s) as per organisation policies and regulatory guidelines  escalate the complaint based on the situation and the passenger’s reaction  deal with passengers in a courteous manner at all times  examine passengers’ tickets and baggage tag identification to identify appropriate reference/sequence numbers  inspect bag(s) for alleged pilferage or damage and attempt to verify the alleged claims by the passenger  explain the claims procedure to passengers in a clear and concise manner  record the passenger complaint and details of the pilferage/damage as per organisation procedures and regulatory guidelines  issue appropriate documents to passengers  process internal paperwork relating to damage in line with the organisation procedures and raise the complaint within the airline system(s) using appropriate processes  communicate to the passenger his/her rights to claim the compensation and the process to claim the compensation in line with organisation policy and procedure   Take actions to deal with incidents, accidents and emergencies in the aviation security environment   comprehend the probability and severity of emergency situations  take action to deal with emergencies, incidents or accidents in line with the organisation’s procedures and regulatory guidelines  make sure the action planned does not increase the risk or threat to self and others  consider the needs of others when taking action  keep all the relevant and appropriate person(s) informed on action taken in line with organisation’s procedures  get help from the appropriate sources in situation(s) that are outside your own authority or ability  document all actions taken to mitigate risks/emergencies in line with organisation procedures and regulatory guidelines   Work Effectively in a Team    display courteous and helpful behaviour at all times.  take opportunities to enhance the level of assistance offered to colleagues.  meet all reasonable requests for assistance within acceptable workplace timeframes.  complete allocated tasks as required.  seek assistance when difficulties arise.  use questioning techniques to clarify instructions or responsibilities.  identify and display a non-discriminatory attitude in all contacts with customers and other staff members.  observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact.   follow personal hygiene procedures according to organisational policy and relevant legislation.  interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task  interpret, confirm and act on legal requirements in regard to antidiscrimination, sexual harassment and bullying.  ask questions to seek and clarify workplace information.  plan and organise daily work routine within the scope of the job role  prioritise and complete tasks according to required timeframes  identify work and personal priorities and achieve a balance between competing priorities Typical access control devices for passenger information system, hand held ticket scanners, Charts & documentation on passenger information control system software, charts and documents on regulation regarding hand baggages, security & safety procedures, charts & documents on complaint recording & escalation/action procedures, passenger claims procedures, CPR or Emergency Breathing Apparatus, Bomb threat contingency plan   Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by t he Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC 3. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) 4. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criteria 5. To pass the Qualification Pack, every trainee should score a minimum of 60% in aggregate 6. The marks are allocated PC wise, however, every NOS will carry a weightage in the total marks allocated to the specific QP