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

CPPDSM5006 Mapping and Delivery Guide
Coordinate customer service activities in the property industry

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPDSM5006 - Coordinate customer service activities in the property industry
Description
Employability Skills
Learning Outcomes and Application This unit of competency specifies the outcomes required to identify and implement customer service policies and procedures in the property industry. It includes contributing to quality customer standards, implementing customer service systems, and leading customer service teams.The unit supports the work of those involved in understanding and implementing customer service policies and procedures. It applies to real estate agents, strata community managers, stock and station agents, Nationwide House Energy Rating Scheme (NatHERS) assessors, and home sustainability assessors.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:

workplace policies and procedures on customer service

reports and case studies from other parties involved in the process of identifying and implementing business processes designed to enhance customer service

information on current customer service performance

outline of initiatives for enhancing customer service

physical conditions:

customer service team

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: Contribute to quality customer standards.
  • Customer service standards are accessed, interpreted, applied and monitored in the workplace.
  • Contributions are made to developing, refining and improving customer service policies, standards and processes.
       
Element: Implement customer service systems.
  • Personnel are encouraged to consistently implement customer service systems of organisation.
  • Customer feedback is reviewed and considered when improving work practices.
  • Customer service problems are identified and adjustments made to ensure continued service quality.
  • Adjustments are communicated to all those involved in service delivery within appropriate timeframes.
  • Services and products are delivered according to organisational quality standards.
       
Element: Lead a customer service team.
  • Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential.
  • Team is motivated to achieve high standard of service to customers.
  • Team is informed of changes in policies and procedures that affect relations with customers.
  • Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service.
  • Team members are encouraged to contribute feedback in regard to achievement of customer service standards.
  • Training is undertaken as required to meet changing needs.
       


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.

Contribute to quality customer standards.

1.1.

Customer service standards are accessed, interpreted, applied and monitored in the workplace.

1.2.

Contributions are made to developing, refining and improving customer service policies, standards and processes.

2.

Implement customer service systems.

2.1.

Personnel are encouraged to consistently implement customer service systems of organisation.

2.2.

Customer feedback is reviewed and considered when improving work practices.

2.3.

Customer service problems are identified and adjustments made to ensure continued service quality.

2.4.

Adjustments are communicated to all those involved in service delivery within appropriate timeframes.

2.5.

Services and products are delivered according to organisational quality standards.

3.

Lead a customer service team.

3.1.

Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential.

3.2.

Team is motivated to achieve high standard of service to customers.

3.3.

Team is informed of changes in policies and procedures that affect relations with customers.

3.4.

Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service.

3.5.

Team members are encouraged to contribute feedback in regard to achievement of customer service standards.

3.6.

Training is undertaken as required to meet changing needs.

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 lead the implementation of one customer service initiative in a property-related business designed to improve customer service in one of the following areas:

business broking

livestock sales and auctions

property management

property sales

strata community management.

In doing the above, the person must:

develop and implement improved customer service procedures

ensure staff are adequately trained to deliver customer service to agreed organisational standards

identify customer service requirements and ensure they are delivered to a professional standard in an appropriate timeframe

apply knowledge of organisation’s practices, ethical standards and legislative requirements associated with implementing customer service policies and procedures

obtain and give constructive feedback on customer service strategies.

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

organisational quality and customer service standards

organisational policies and procedures for customer service

principles and techniques for managing customer behaviour, including:

customer relations

maintaining product and service quality

identifying and resolving problems

researching customer needs

range of analysis techniques to interpret data on customer service

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

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

privacy

property sales, leasing and management

strata community management

work health and safety (WHS).

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.

Contribute to quality customer standards.

1.1.

Customer service standards are accessed, interpreted, applied and monitored in the workplace.

1.2.

Contributions are made to developing, refining and improving customer service policies, standards and processes.

2.

Implement customer service systems.

2.1.

Personnel are encouraged to consistently implement customer service systems of organisation.

2.2.

Customer feedback is reviewed and considered when improving work practices.

2.3.

Customer service problems are identified and adjustments made to ensure continued service quality.

2.4.

Adjustments are communicated to all those involved in service delivery within appropriate timeframes.

2.5.

Services and products are delivered according to organisational quality standards.

3.

Lead a customer service team.

3.1.

Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential.

3.2.

Team is motivated to achieve high standard of service to customers.

3.3.

Team is informed of changes in policies and procedures that affect relations with customers.

3.4.

Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service.

3.5.

Team members are encouraged to contribute feedback in regard to achievement of customer service standards.

3.6.

Training is undertaken as required to meet changing needs.

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:

customers from a range of social, cultural and ethnic backgrounds

customers with routine and special requests

customers with varying physical and mental abilities

internal and external customers

regular and new customers.

Customer feedback must include:

analysis of quality assurance data

reports

feedback directly solicited from customers through different means, including:

questionnaires

telephone surveys

face-to-face surveys

online surveys.

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 service standards are accessed, interpreted, applied and monitored in the workplace. 
Contributions are made to developing, refining and improving customer service policies, standards and processes. 
Personnel are encouraged to consistently implement customer service systems of organisation. 
Customer feedback is reviewed and considered when improving work practices. 
Customer service problems are identified and adjustments made to ensure continued service quality. 
Adjustments are communicated to all those involved in service delivery within appropriate timeframes. 
Services and products are delivered according to organisational quality standards. 
Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential. 
Team is motivated to achieve high standard of service to customers. 
Team is informed of changes in policies and procedures that affect relations with customers. 
Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service. 
Team members are encouraged to contribute feedback in regard to achievement of customer service standards. 
Training is undertaken as required to meet changing needs. 

Forms

Assessment Cover Sheet

CPPDSM5006 - Coordinate customer service activities 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

CPPDSM5006 - Coordinate customer service activities 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: