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)

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.

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
Conduct risk analyses according to legislative requirements.
Analyse and record management requirements for customer service systems in the property industry.
Analyse and record compliance requirements and best practice for customer service systems in the property industry.
Determine and record the roles, responsibilities and processes for managing customer service systems.
Determine service targets and develop key performance indicators.
Develop and maintain effective customer service strategies.
Develop and record resolution processes for complaints relating to service provision.
Adjust performance standards to ensure effective customer service.
Communicate to staff the ethics, culture and performance standards for customer service.
Facilitate monitoring, reviewing and adjustment of customer service practices.
Provide regular feedback on achievement or non-achievement of customer service standards.
Encourage staff to provide feedback on customer service.
Manage coaching, training and mentoring to assist with changing needs and customer service issues.
Analyse and use customer service feedback to evaluate achievement against performance standards.
Use evaluation data to implement improvements in customer service.

Assessment Cover Sheet

CPPREP5010 - Manage 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

CPPREP5010 - Manage 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: