Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CPPDSM4048 Mapping and Delivery Guide
Implement customer service strategies in the property industry

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CPPDSM4048 - Implement customer service strategies in the property industry
Description
Employability Skills
Learning Outcomes and Application This unit of competency specifies the outcomes required to provide advice to identify customer needs and evaluate customer service in the property industry. It requires the ability to advise on customer needs, support implementation of customer service strategies relevant to the property industry, obtain and analyse customer feedback, and design strategies to improve customer service strategies.The unit supports workers in the property industry who are involved in providing advice to customers and evaluating customer service. It applies to real estate agents, property managers, strata managers and facility managers.Licensing, legislative, regulatory or certification requirements apply to this unit in some States and Territories. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

The following must be present and available to learners during assessment activities:

equipment:

computer system with internet, email and printing facilities

specifications:

baseline data on customer satisfaction in the relevant department or organisation

organisational customer service policies and procedures

guides on best practice customer service practices

relationship with team members and supervisor:

member of a work team in a property industry context.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.

Prerequisites/co-requisites
Competency Field Strata community management
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Advise on customer needs.
  • Customer needs are assessed and clarified using appropriate communication techniques.
  • Problems matching service delivery to customer needs are diagnosed and options for improved service are developed.
  • Relevant and constructive advice is provided that promotes the improvement of customer service delivery.
  • Business equipment and technology are used to structure and present information on customer service needs.
       
Element: Support implementation of customer service strategies.
  • Customer service strategies and opportunities are promoted within the organisation.
  • Available resources are identified and allocated to fulfil customer service objectives.
  • Procedures to resolve customer difficulties and complaints are actioned.
  • Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.
       
Element: Evaluate and report on customer service.
  • Customer satisfaction with service delivery is reviewed using verifiable data.
  • Changes necessary to maintain service standards are identified, and actions are implemented according to organisational procedures.
  • Conclusions and recommendations are prepared from verifiable data and constructive advice is provided on future directions of customer service strategies.
  • Systems, records and reporting procedures are maintained to compare changes in customer satisfaction.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Advise on customer needs.

1.1.

Customer needs are assessed and clarified using appropriate communication techniques.

1.2.

Problems matching service delivery to customer needs are diagnosed and options for improved service are developed.

1.3.

Relevant and constructive advice is provided that promotes the improvement of customer service delivery.

1.4.

Business equipment and technology are used to structure and present information on customer service needs.

2.

Support implementation of customer service strategies.

2.1.

Customer service strategies and opportunities are promoted within the organisation.

2.2.

Available resources are identified and allocated to fulfil customer service objectives.

2.3.

Procedures to resolve customer difficulties and complaints are actioned.

2.4.

Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.

3.

Evaluate and report on customer service.

3.1.

Customer satisfaction with service delivery is reviewed using verifiable data.

3.2.

Changes necessary to maintain service standards are identified, and actions are implemented according to organisational procedures.

3.3.

Conclusions and recommendations are prepared from verifiable data and constructive advice is provided on future directions of customer service strategies.

3.4.

Systems, records and reporting procedures are maintained to compare changes in customer satisfaction.

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.

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.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Advise on customer needs.

1.1.

Customer needs are assessed and clarified using appropriate communication techniques.

1.2.

Problems matching service delivery to customer needs are diagnosed and options for improved service are developed.

1.3.

Relevant and constructive advice is provided that promotes the improvement of customer service delivery.

1.4.

Business equipment and technology are used to structure and present information on customer service needs.

2.

Support implementation of customer service strategies.

2.1.

Customer service strategies and opportunities are promoted within the organisation.

2.2.

Available resources are identified and allocated to fulfil customer service objectives.

2.3.

Procedures to resolve customer difficulties and complaints are actioned.

2.4.

Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.

3.

Evaluate and report on customer service.

3.1.

Customer satisfaction with service delivery is reviewed using verifiable data.

3.2.

Changes necessary to maintain service standards are identified, and actions are implemented according to organisational procedures.

3.3.

Conclusions and recommendations are prepared from verifiable data and constructive advice is provided on future directions of customer service strategies.

3.4.

Systems, records and reporting procedures are maintained to compare changes in customer satisfaction.

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.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer needs are assessed and clarified using appropriate communication techniques. 
Problems matching service delivery to customer needs are diagnosed and options for improved service are developed. 
Relevant and constructive advice is provided that promotes the improvement of customer service delivery. 
Business equipment and technology are used to structure and present information on customer service needs. 
Customer service strategies and opportunities are promoted within the organisation. 
Available resources are identified and allocated to fulfil customer service objectives. 
Procedures to resolve customer difficulties and complaints are actioned. 
Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards. 
Customer satisfaction with service delivery is reviewed using verifiable data. 
Changes necessary to maintain service standards are identified, and actions are implemented according to organisational procedures. 
Conclusions and recommendations are prepared from verifiable data and constructive advice is provided on future directions of customer service strategies. 
Systems, records and reporting procedures are maintained to compare changes in customer satisfaction. 

Forms

Assessment Cover Sheet

CPPDSM4048 - Implement customer service strategies in the property industry
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CPPDSM4048 - Implement customer service strategies in the property industry

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: