Course Title: Coordinate customer service activities in the property industry

Part A: Course Overview

Program: C5298 Diploma of Property Services (Asset and Facility Management)

Course Title: Coordinate customer service activities in the property industry

Portfolio: SEH Portfolio Office

Nominal Hours: 30

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Terms

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MKTG8031C

City Campus

TAFE

174T School of VE Engineering, Health & Science

Face-to-Face

Term1 2019

Course Contact: Thierry Demathieu

Course Contact Phone: +61 3 9925 8359

Course Contact Email: Thierry.Demathieu@rmit.edu.au



Course Description

This unit of competency specifies the outcomes required to understand 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 Courses and Assumed Knowledge and Capabilities

Nil



National Competency Codes and Titles

National Element Code & Title:

CPPDSM5006 Coordinate customer service activities in the property industry

Elements:

1. Contribute to quality customer standards.

2. Implement customer service systems.

3. Lead a customer service team.


Learning Outcomes

Refer to elements.


Overview of Assessment

Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.


Assessment Tasks

Students must pass each of the following assessment tasks to demonstrate competency.

Assessment

Assessment 1

Written Report

Assessment 2

Written Report

 

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.