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: May 2024
Qualification | - |
Unit of Competency | CPPDSM5006 - Coordinate customer service activities in the property industry |
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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. |
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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: Contribute to quality customer standards. |
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Element: Implement customer service systems. |
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Element: Lead a customer service team. |
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