Course Title: Coordinate customer service activities in the property industry

Part B: Course Detail

Teaching Period: Term1 2017

Course Code: MKTG6013C

Course Title: Coordinate customer service activities in the property industry

School: 174T School of VE Engineering, Health & Science

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

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.

Performance Criteria:

1.1  Customer service standards are accessed, interpreted, applied and monitored in the workplace according to organisational requirements.

1.2  Contributions are made to the development, refinement and improvement of service policies, standards and processes.

Element:

2 Implement customer service systems.

Performance Criteria:

2.1  Personnel are encouraged to consistently implement customer service systems.

2.2  Customer feedback is reviewed in consultation with appropriate personnel and is analysed when improving work practices.

2.3  Customer service problems are identified and adjustments made to ensure continued service quality.

2.4  Adjustments are communicated to all those involved in service delivery within appropriate timeframes.

2.5  Delivery of services and products is coordinated and managed to ensure they effectively and efficiently meet agreed quality standards.

Element:

3 Lead customer service team.

Performance Criteria:

3.1  Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve ultimate service potential.

3.2  Team is motivated to achieve high standard of service to customer.

3.3  Team is informed of changes in policies and procedures that affect their relations with customers.

3.4  Team is provided with regular feedback in regard to achievement or non achievement of standards of customer service.

3.5  Team members are encouraged to contribute feedback in regard to achievement of customer service.

3.6  Training is undertaken as required to meet changing needs.


Learning Outcomes


Refer to elements.


Details of Learning Activities

Students will be involved in the following learning activities to meet requirements for this competency:

  • Face to Face classes
  • Simulated Workplace Learning
  • Online learning via blackboard
  • 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

This competency forms part of Theme 1 which has two Competencies:

CPPDSM5029A Manage client relationships and networks in the property industry

CPPDSM5006A Co­ordinate customer service activities in the property industry

 

 

Theme 1 Dates Semester 1 2017 RMIT Code 

CPP50511Diplomaof Property Services

(AssetandFacility Management)RMIT C5298

 
 T1 7/02/2017 MKTG6013C 

Orientation Day for new students ­

 CPPDSM5006A ­ Coordinate Customer service activities in the property industry

 T1 14/02/2017 MKTG6013C CPPDSM5006A ­ Co-ordinate customer service activities in the property industry
 T1 21/02/2017 MKTG6013C CPPDSM5006A ­ Co-ordinate customer service activities in the property industry
 T1 28/02/2017 MKTG6013C CPPDSM5006A ­ Co-ordinate customer service activities in the property industry


Learning Resources

Prescribed Texts


References


Other Resources

Students will be able to access course information and learning materials through myRMIT and may be provided with additional materials in class. Lists of relevant reference books, resources in the library and accessible Internet sites will be provided where possible. During the course, you will be directed to websites to enhance your knowledge and understanding of difficult concepts.


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

Assessment  DescriptionWeight % 
 Assessment 1Task 1 Written Report   50
 Assessment 2Task 2 Written Report 20

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 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

Other Information

CreditTransferand/orRecognitionofPriorLearning(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 long­term 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