Assessment Requirements for CPPCMN2004 Provide basic client services

Release: 1

Assessment Requirements for CPPCMN2004 Provide basic client services

Modification History

Release	Comment
Release 1	This version first released with CPP Property Services Training Package Version 5.0.

Performance Evidence

A person who demonstrates competency in this unit must provide effective client services to:

two different clients with two different service requirements.

Performance must include:

effectively communicating with clients;

understanding of basic communications methods; and

addressing client’s needs.

Knowledge Evidence

A person demonstrating competency in this unit must identify:

workplace requirements for undertaking all aspects of providing effective customer service, including;

methods to greet clients, identify and confirm needs, timeframes and commitments

key features of effective communication with clients

workplace procedures for:

communicating clearly and effectively with clients

dealing with client’s complaints or comments

communicating and clarifying work requirements with supervisor, team members or client

notifying supervisor, team members or client of work completion; verbal

communication in person or by phone, written communication including hard copy

cleaning schedules, text or electronic form

reporting incidents; accidents and injury, damage to or breakages in the cleaning area or cleaning equipment, theft and threats to personal security

Assessment Conditions

As a minimum, assessors must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Assessment of performance must be undertaken in the workplace and/or under realistic workplace conditions which reflect:

Industry-standard client-based services, information relating to cleaning practices and methods, WHS safety measures in the workplace.

performing tasks/activities to the level of proficiency and within timelines that would be expected in a workplace; and

following standard and authorised work practices, safety requirements and environmental constraints.

Assessors are responsible for ensuring that candidates have access to:

appropriate documents, materials, tools equipment and personal protective equipment currently used in industry;

legislation and regulations; and

workplace policies and procedures.

Links

An Implementation Guide to this Training Package is available at the VETNet website at - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b