Coordinate customer service activities 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 CPPDSM5006, 'Coordinate customer service activities 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 'Coordinate customer service activities 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.

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.