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 |
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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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Advise on customer needs. |
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Element: Support implementation of customer service strategies. |
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Element: Evaluate and report on customer service. |
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