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 CPPREP5010, 'Manage 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 'Manage 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 what needs to be done to demonstrate achievement of the element. |
1. Determine requirements for customer service systems. | 1.1 Conduct risk analyses according to legislative requirements. 1.2 Analyse and record management requirements for customer service systems in the property industry. 1.2 Analyse and record compliance requirements and best practice for customer service systems in the property industry. 1.3 Determine and record the roles, responsibilities and processes for managing customer service systems. 1.4 Determine service targets and develop key performance indicators. |
2. Manage customer service and complaints resolution systems. | 2.1 Develop and maintain effective customer service strategies. 2.2 Develop and record resolution processes for complaints relating to service provision. 2.3 Adjust performance standards to ensure effective customer service. |
3. Manage customer service performance. | 3.1 Communicate to staff the ethics, culture and performance standards for customer service. 3.2 Facilitate monitoring, reviewing and adjustment of customer service practices. 3.3 Provide regular feedback on achievement or non-achievement of customer service standards. 3.4 Encourage staff to provide feedback on customer service. 3.5 Manage coaching, training and mentoring to assist with changing needs and customer service issues. |
4. Manage evaluation of customer service systems. | 4.1 Analyse and use customer service feedback to evaluate achievement against performance standards. 4.2 Use evaluation data to implement improvements in customer service. |