Unit of competency
Modification History
Release 1.
Replaces superseded equivalent CPPDSM5006A Coordinate customer service activities in the property industry.
This version first released with CPP Property Services Training Package Version 5.
Application
This unit of competency specifies the outcomes required to identify and implement customer service policies and procedures in the property industry. It includes contributing to quality customer standards, implementing customer service systems, and leading customer service teams.
The unit supports the work of those involved in understanding and implementing customer service policies and procedures. It applies to real estate agents, strata community managers, stock and station agents, Nationwide House Energy Rating Scheme (NatHERS) assessors, and home sustainability assessors.
Licensing, legislative, regulatory or certification requirements apply to this unit in some States and Territories. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.
Pre-requisite Unit
Nil
Competency Field
Strata community management
Unit Sector
Property services
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. |
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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. |
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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. |
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2.3. |
Customer service problems are identified and adjustments made to ensure continued service quality. |
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2.4. |
Adjustments are communicated to all those involved in service delivery within appropriate timeframes. |
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2.5. |
Services and products are delivered according to organisational quality standards. |
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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. |
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3.3. |
Team is informed of changes in policies and procedures that affect relations with customers. |
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3.4. |
Team is provided with regular feedback in regard to achievement or non-achievement of organisational standards of customer service. |
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3.5. |
Team members are encouraged to contribute feedback in regard to achievement of customer service standards. |
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3.6. |
Training is undertaken as required to meet changing needs. |
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria. |
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Skill |
Performance feature |
Learning skills to: |
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Numeracy skills to: |
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Oral communication skills to: |
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Reading skills to: |
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Writing skills to: |
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Range of Conditions
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. |
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Customers must include: |
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Customer feedback must include: |
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Unit Mapping Information
CPPDSM5006A Coordinate customer service activities in the property industry
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b