Implement customer service strategies in the property industry

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CPPDSM4048, 'Implement customer service strategies in the property industry'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Implement customer service strategies in the property industry' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

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.