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Evidence Guide: CPPREP5010 - Manage 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

 

CPPREP5010 - Manage customer service activities in the property industry

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

Determine requirements for customer service systems.

  1. Conduct risk analyses according to legislative requirements.
  2. Analyse and record management requirements for customer service systems in the property industry.
  3. Analyse and record compliance requirements and best practice for customer service systems in the property industry.
  4. Determine and record the roles, responsibilities and processes for managing customer service systems.
  5. Determine service targets and develop key performance indicators.
Conduct risk analyses according to legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and record management requirements for customer service systems in the property industry.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and record compliance requirements and best practice for customer service systems in the property industry.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and record the roles, responsibilities and processes for managing customer service systems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine service targets and develop key performance indicators.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer service and complaints resolution systems.

  1. Develop and maintain effective customer service strategies.
  2. Develop and record resolution processes for complaints relating to service provision.
  3. Adjust performance standards to ensure effective customer service.
Develop and maintain effective customer service strategies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and record resolution processes for complaints relating to service provision.

Completed
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Adjust performance standards to ensure effective customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer service performance.

  1. Communicate to staff the ethics, culture and performance standards for customer service.
  2. Facilitate monitoring, reviewing and adjustment of customer service practices.
  3. Provide regular feedback on achievement or non-achievement of customer service standards.
  4. Encourage staff to provide feedback on customer service.
  5. Manage coaching, training and mentoring to assist with changing needs and customer service issues.
Communicate to staff the ethics, culture and performance standards for customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate monitoring, reviewing and adjustment of customer service practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide regular feedback on achievement or non-achievement of customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage staff to provide feedback on customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage coaching, training and mentoring to assist with changing needs and customer service issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage evaluation of customer service systems.

  1. Analyse and use customer service feedback to evaluate achievement against performance standards.
  2. Use evaluation data to implement improvements in customer service.
Analyse and use customer service feedback to evaluate achievement against performance standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use evaluation data to implement improvements in customer service.

Completed
Date:

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Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge