NTISthis.com

Evidence Guide: CPPDSM4048 - Implement customer service strategies in the property industry

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CPPDSM4048 - Implement customer service strategies in the property industry

What evidence can you provide to prove your understanding of each of the following citeria?

Advise on customer needs.

  1. Customer needs are assessed and clarified using appropriate communication techniques.
  2. Problems matching service delivery to customer needs are diagnosed and options for improved service are developed.
  3. Relevant and constructive advice is provided that promotes the improvement of customer service delivery.
  4. Business equipment and technology are used to structure and present information on customer service needs.
Customer needs are assessed and clarified using appropriate communication techniques.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Support implementation of customer service strategies.

  1. Customer service strategies and opportunities are promoted within the organisation.
  2. Available resources are identified and allocated to fulfil customer service objectives.
  3. Procedures to resolve customer difficulties and complaints are actioned.
  4. Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.
Customer service strategies and opportunities are promoted within the organisation.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Procedures to resolve customer difficulties and complaints are actioned.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Evaluate and report on customer service.

  1. Customer satisfaction with service delivery is reviewed using verifiable data.
  2. Changes necessary to maintain service standards are identified, and actions are implemented according to organisational procedures.
  3. Conclusions and recommendations are prepared from verifiable data and constructive advice is provided on future directions of customer service strategies.
  4. Systems, records and reporting procedures are maintained to compare changes in customer satisfaction.
Customer satisfaction with service delivery is reviewed using verifiable data.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.

Range Statement

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.