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Evidence Guide: CPPDSM5006 - Coordinate customer service activities 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

 

CPPDSM5006 - Coordinate customer service activities in the property industry

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

Contribute to quality customer standards.

  1. Customer service standards are accessed, interpreted, applied and monitored in the workplace.
  2. Contributions are made to developing, refining and improving customer service policies, standards and processes.
Customer service standards are accessed, interpreted, applied and monitored in the workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement customer service systems.

  1. Personnel are encouraged to consistently implement customer service systems of organisation.
  2. Customer feedback is reviewed and considered when improving work practices.
  3. Customer service problems are identified and adjustments made to ensure continued service quality.
  4. Adjustments are communicated to all those involved in service delivery within appropriate timeframes.
  5. Services and products are delivered according to organisational quality standards.
Personnel are encouraged to consistently implement customer service systems of organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer feedback is reviewed and considered when improving work practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Services and products are delivered according to organisational quality standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lead a customer service team.

  1. Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential.
  2. Team is motivated to achieve high standard of service to customers.
  3. Team is informed of changes in policies and procedures that affect relations with customers.
  4. Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service.
  5. Team members are encouraged to contribute feedback in regard to achievement of customer service standards.
  6. Training is undertaken as required to meet changing needs.
Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve service potential.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Training is undertaken as required to meet changing needs.

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.

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.

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.

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).

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:

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.