Course Title: Coordinate customer service activities in the property industry

Part B: Course Detail

Teaching Period: Term1 2015

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: vocengineering@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Cathryn Kite

cathryn.kite@rmit.edu.au

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

Nil

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

Element:

1 Contribute to quality customer standards.

Element:

2 Implement customer service systems.

Element:

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

This competency is a clustered delivery and forms part of Theme 1 which has two competencies:

CPPDSM5029A Manage client relationships and networks in the property industry

CPPDSM5006A Co-ordinate customer service activities in the property industry
 


Learning Resources

Prescribed Texts


References


Other Resources

Blackboard on line 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.

Assessment

Weight %

Assessment 1

Task 1 Written Report

50

Assessment 2

Task 2 Written Report

50

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

Assessment Mapping Matrix

Element / Performance Criteria Covered

Assessment 1

Assessment 2

1.1

X

 

1.2

X

 

2.1

X

 

2.2

X

 

2.3

X

 

2.4

X

 

2.5

X

 

3.1

 

X

3.2

 

X

3.3

 

X

3.4

 

X

3.5

 

X

3.6

 

X

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
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.
Projects and Presentations
Students are required to complete an individual written assessment and include group discussions to.provide evidence of the competency in the unit.


Assessment Matrix

Written assessment and group discussions 
 

Performance Criteria1.11.22.12.22.32.42.53.13.23.33.43.53.6
Assessmentxxxxxxxxxxxxx

Other Information


Other Information
Credit Transfer and/or Recognition of Prior Learning (RPL):
You may be eligible for credit towards courses in your program if you have already met the learning/competency outcomes through previous learning and/or industry experience. To be eligible for credit towards a course, you must demonstrate that you have already completed learning and/or gained industry experience that is:
• Relevant
• Current
• Satisfies the learning/competency outcomes of the course
Please refer to http://www.rmit.edu.au/students/enrolment/credit to find more information about credit transfer and RPL.


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 http://www.rmit.edu.au/studyandlearningcentre 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 http://www.rmit.edu.au/disability 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 seven calendar days or less (from the original due date) and have valid reasons, you must complete 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 two 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 seven calendar days (from the original due date), you must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than two working days after the official due date.
Submittable Work (assignments, reports or project work etc.) submitted late without approval of an extension will not be accepted or marked.
 

Special Consideration:
Please refer to http://www.rmit.edu.au/students/specialconsideration to find more information about special consideration.


Plagiarism:
Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the university.
Please refer to http://www.rmit.edu.au/academicintegrity to find more information about plagiarism.
 

Email Communication:
All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

Course Overview: Access Course Overview