Course Title: Coordinate customer service activities in the property industry

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: MKTG6013C

Course Title: Coordinate customer service activities in the property industry

School: 130T Vocational Engineering

Campus: City Campus

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

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 8359

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

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.

Pre-requisites and Co-requisites


Course Description

This unit of competency specifies the outcomes required to understand and implement customer service policies and procedures in the property industry. The unit has been contextualised and is based on unit GCST05A Coordinate customer service activities, from the Customer Service Generic Guideline Competencies. The unit may form part of the licensing requirements for persons working in the property industry, including in the real estate, business broking, stock and station agency and property operations and development sectors, in those States and Territories where these are regulated activities

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CPPDSM5006A Coordinate customer service activities in the property industry


1 Contribute to quality customer standards.


2 Implement customer service systems.


3 Lead customer service team.

Learning Outcomes

Refer to elements.

Details of Learning Activities

Students will learn through a number of planned activities (face to face classes, workplace/site visits, simulated workplace learning, online learning via blackboard and other forms of structured teaching and learning). Students will be observed and assessed through their planned activities throughout the duration of the course.

Teaching Schedule

Learning sessions and assessment session shall be delivered.

Learning Resources

Prescribed Texts


Other Resources

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 competent.


Weight %

Assessment 1

Task 1 Written Report


Assessment 2

Task 2 Written Report


These tasks assesses the following Course Learning Outcomes (CLOs):

Assessment Mapping Matrix

Element / Performance Criteria Covered

Assessment 1

Assessment 2








































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.

Assessment Tasks

Blackboard is an on-line resource with the lesson plans for each unit. Within Blackboard are the session lessons plans, assessments, resources and other materials required for completion of each unit of competency. Blackboard Collaborate is an on-line delivery system within Blackboard that may be utilised as a virtual classroom that may be a part of the overall lesson delivery plan.
A Journal is a student’s own notes and reflections that demonstrate their understanding of the materials delivered in the course. Students will be required add to the journal with their own observations as part of the assessment requirement. .
Projects and Presentations
Students may be required to complete individual and group projects that are assessments. These may be in the form of reports, research, analysis, and other documents that provide evidence of the competency in the unit.

Assessment Matrix

Practical activities and projects, and oral presentations
Blackboard activities

Other Information

Competency requirements and Grading:
To be deemed competent students must demonstrate an understanding of all elements of a competency. Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks.

Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Observation of students performing work is used to confirm competency.

Gradings available are:
CA Competency Achieved
NYC Not Yet Competent
DNS Did Not Submit for assessment

Study and learning Support:
Study and Learning Centre (SLC) provides free learning and academic development advice to you.
Services offered by SLC to support your numeracy and literacy skills are:
assignment writing, thesis writing and study skills advice
maths and science developmental support and advice
English language development

Please Refer to find more information about Study and learning Support
Disability Liaison Unit:
If you are suffering from long-term medical condition or disability, you should contact Disability Liaison Unit to seek advice and
support to complete your studies.

Please Refer to find more information about services offered by Disability Liaison Unit

Late submission:
If you require an Extension of Submittable Work (assignments, reports or project work etc.) for 7 calendar days or less (from the original due date) and have valid reasons, you must complete and
lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager.

The application must be lodged no later than one working day before the official due date. You will be notified within
no more than 2 working days of the date of lodgement as to whether the extension has been granted.

If you seek an Extension of Submittable Work for more than 7 calendar days (from the original due date) must lodge an Application for Special
Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days
after the official due date.

Refer to RMIT University Policies and Procedures, verify for most recent version.
Special consideration:
Please Refer;ID=riderwtscifm to find more information about special consideration
Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the University.
Please Refer: to find more information about plagiarism.
Other Information:
All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

Course Overview: Access Course Overview