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Deliver customer service in aviation security

URN: PPLAGSO28
Business Sectors (Suites): Aviation Ground Security Operations
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about delivering customer service in aviation security. This involves observing customer behaviour and recognising their needs, responding to their requirements, and communicating with them in a way which meets their needs and promotes the customer service values of your organisation. This also involves passing on information which enhances customer service throughout your organisation.

This standard is for those undertaking aviation ground security activities.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Deliver customer service in aviation security

Performance criteria

You must be able to:

1. Observe verbal and non-verbal behaviour that could provide information about your customers in aviation security 2. Recognise the needs of the various types of customers who travel through the airport 3. Provide instructions, information or advice to customers within your area of responsibility and in line with organisational procedures 4. Respond to customer enquiries or complaints in line with organisational procedures 5. Communicate with customers in a way which promotes the customer service values of your organisation 6. Communicate in a way that demonstrates respect for your customers, their property and their rights 7. Recognise customers as individuals and avoid stereotyping 8. Recognise your own personal bias and ensure it does not prevent you from delivering customer service in line with your organisation’s values 9. Adapt your approach to your customer in line with their needs and within the scope of your job role 10. Share information with your colleagues to enhance customer service delivery across the organisation

Knowledge and Understanding

You need to know and understand:

1. How to observe and interpret verbal and non-verbal clues from customers in aviation security 2. How to identify your customer's expectations and needs through observation and active listening 3. The types of customers who travel through the airport in which you work 4. How to recognise customers’ needs without stereotyping 5. How recognising customers’ needs can support the delivery of customer service in your organisation 6. Your organisation’s customer service values and procedures 7. Communication techniques and how to adapt these to the needs of different customers and situations in aviation security 8. The importance of recognising diversity in relation to age, disability, religion, sexual orientation, gender identity, ethnicity, and physical appearance 9. How to manage customer expectations in line with organisational values and procedures 10. Who to share information with and what information to share to enhance the delivery of customer service

Scope/range

Instructions, information or advice to customers includes:

a) Where to stand
b) Where to queue
c) Directions
d) Delays
e) Queue waiting times
f) Restricted items
g) Items to be removed from hand luggage prior to security screening
h) Items of clothing to be removed prior to security screening e.g. coats, belts, shoes
i) How to move through security screening

Colleagues includes:

a) Peers
b) Line managers
c) Contractors
d) Other departments

Types of information to share includes:

a) Passengers’ specific needs
b) Passenger priority due to flight departure time
c) Information which supports passengers through the screening process
d) Information useful to colleagues through the screening process

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Customer(s)**
In the aviation security environment this includes any person who passes through or has the potential to pass through a defined aviation security area, examples could include internal customers such as colleagues, line manager, trainees or external customers such as passengers, suppliers, contractors, visitors, staff, compliance authorities etc.

Your Organisation**
This is the company you work for or are contracted to.

Organisation’s Procedures**
These are the procedures your organisation has in place to ensure compliance to relevant rules, regulations, instructions, policies, procedures, legislation and laws relevant to the activity

Links To Other NOS

External Links

Version Number

1

Indicative Review Date

30 Jun 2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLAGSO28

Relevant Occupations

Elementary Security Occupations, Transport Operations and Maintenance

SOC Code

9231

Keywords

Aviation, ground, security, customer, service, enquiries, complaints, information, communicate