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Evidence Guide: CPPDSM4048B - 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

 

CPPDSM4048B - 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 accurately assessed and clarified using appropriate communication techniques.
  2. Problems matching service delivery to customer needs are diagnosed and options for improved service are developed within organisational requirements.
  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 according to applicable OHS and organisational requirements.
Customer needs are accurately 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 within organisational requirements.

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 according to applicable OHS and organisational requirements.

Completed
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Support implementation of customer service strategies.

  1. Customer service strategies and opportunities are promoted to relevant people according to organisational and legislative requirements.
  2. Available resources are identified and allocated to fulfil customer service objectives according to organisational requirements.
  3. Procedures to resolve customer difficulties and complaints are actioned according to organisational procedures.
  4. Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.
Customer service strategies and opportunities are promoted to relevant people according to organisational and legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedures to resolve customer difficulties and complaints are actioned according to organisational procedures.

Completed
Date:

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

Completed
Date:

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Evaluate and report on customer service.

  1. Client satisfaction with service delivery is reviewed using verifiable data according to organisational requirements.
  2. Changes necessary to maintain service standards are identified and actions 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.
Client satisfaction with service delivery is reviewed using verifiable data according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Changes necessary to maintain service standards are identified and actions 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

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment

This unit of competency could be assessed through practical demonstration of providing advice to customers and evaluating customer service. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

demonstrating appropriate customer relations behaviour and designing strategies to improve delivery of services

distinguishing between different levels of customer satisfaction

identifying and confirming needs, priorities and expectations of the organisation and owner in delivering services to customers

knowledge of organisation's practices, ethical standards and legislative requirements associated with providing advice to customers and evaluating customer service

providing constructive advice on customer service practices

responding to and reporting on customer complaints and feedback.

Context of and specific resources for assessment

Resource implications for assessment include:

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

application skills to apply relevant agreements, codes of practice or other legislative requirements to work processes

computing skills to access the internet and web pages, prepare and complete online forms, lodge electronic documents and search online databases

evaluation skills to assess effectiveness of customer service strategies

interpersonal skills to develop a rapport with customers and relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities

language skills to allow for adequate communication with customers

literacy skills to interpret customer feedback and respond to customer complaints

numeracy skills to analyse customer service data, interpret customer requirements and meet their needs

problem solving skills to identify alternative services that better match customer needs

technology skills to organise customer service data, prepare and present information to customers, and prepare reports on improvements to customer service strategies.

Required knowledge and understanding:

common problems relating to customer service

consultation methods, techniques and protocols

organisational business structure, products and services

organisational policy and procedures for customer service, including handling customer complaints

principles of customer services

product and service standards and best practice models

relevant federal and state or territory legislation and local government regulations related to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

OHS

property sales, leasing and management

techniques for dealing with customers with special needs.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Customers may include:

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 may relate to:

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.

Communication techniques may include:

active listening

clear, legible writing

maintaining eye contact

non-verbal communication, such as body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions.

Organisational requirements may be outlined and reflected in:

business and performance plans

complaint and dispute resolution procedures

legal and ethical requirements and codes of practice

marketing guidelines

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards.

Business equipment and technology may include:

computers

data storage devices

email

facsimile machines

internet, extranet and intranet

photocopiers

printers

scanners

software applications, such as databases and word applications.

Relevant people may include:

colleagues

committees

customers

external organisations

supervisors.

Legislative requirements may be outlined and reflected in:

Australian standards

codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law

home building requirements

privacy requirements

quality assurance and certification requirements

relevant federal, and state or territory legislation that affects organisational operation, including:

anti-discrimination and diversity

environmental issues

EEO

industrial relations

OHS

strata, community and company titles

tenancy agreements

trade practices laws and guidelines.

Procedures to resolve customer difficulties may include:

external agencies, such as the Ombudsman

providing replacement products or services

referrals to supervisor

refund of monies

review of products or services

using conflict management techniques.

Coaching and mentoring assistance may include:

fair and ethical practice

non-discriminatory processes and activities

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

providing feedback to another team member

respecting the contribution of all participants and giving credit for achievements.