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Elements and Performance Criteria

  1. Advise on customer needs.
  2. Support implementation of customer service strategies.
  3. Evaluate and report on customer service.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Customers must include at least two of the following:

corporate customers

customers with routine or special requests

individual members of the organisation

internal or external customers

members of the public

other agencies

people from a range of social, cultural or ethnic backgrounds

regular or new customers.

Customer needs must include at least three of the following:

advice or general information

company information on services

contract administration

current and planned property development

making an appointment

management policy and procedures

property characteristics, including:

availability of alternative energy sources

accessibility for people with disabilities

energy efficiency

energy ratings

water saving devices

property operations

sales and marketing services

specific information.


Performance Evidence

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also implement and monitor customer services strategies for an organisation in the property industry. The person must demonstrate this performance by carrying out each of the following:

identify the needs of one customer and communicate this to team members

support the implementation of one improved customer service strategy in an organisation

evaluate and report on customer satisfaction with service delivery within one department or organisation.

In doing the above, the person must:

distinguish between different levels of customer satisfaction

identify and confirm needs, priorities and expectations of the organisation in delivering service to customers

apply knowledge of organisation’s practices, ethical standards and legislative requirements associated with providing advice to customers and evaluating customer service

provide constructive advice on customer service practices.


Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

principles of customer service

service standards and best practice models in relation to customer service in the property industry

common problems relating to customer service

consultation methods, techniques and protocols for gathering information on customer satisfaction

organisational business structure, products and services relating to implementing customer service strategies

key requirements of federal, state or territory legislation and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

financial probity

franchise and business structures

industrial relations

property sales, leasing and management

work health and safety (WHS)

techniques for dealing with customers with special needs.