Course Title: Coordinate customer service activities in the property industry

Part B: Course Detail

Teaching Period: Term1 2019

Course Code: MKTG8031C

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: Thierry Demathieu

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.

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.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CPPDSM5006 Coordinate customer service activities in the property industry


1. Contribute to quality customer standards.

Performance Criteria:

1.1. Customer service standards are accessed, interpreted, applied and monitored in the workplace.   1.2. Contributions are made to developing, refining and improving customer service policies, standards and processes.


2. Implement customer service systems.

Performance Criteria:

2.1. Personnel are encouraged to consistently implement customer service systems of organisation.

2.2. Customer feedback is reviewed and considered 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. Services and products are delivered according to organisational quality standards.


3. Lead a customer service team.

Performance Criteria:

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

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

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

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

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

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 will be delivered during 4 consecutive weeks.

Learning Resources

Prescribed Texts


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 competency.


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.

Assessment Tasks

Assessment   Description
 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.


Assessment Matrix

Element/Performance Criteria Covered   Assessment 1  Assessment 2 
 1.1  x  
 1.2  x  
 2.1  x  
 2.2  x  x
 2.3  x  
 2.4    x
 2.5  x  
 3.1  x  x
 3.2    x
 3.3  x  x
 3.4    x
 3.5  x  x
 3.6    x

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 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 find more information about Study and learning Support 

Equitable Learning Services (ELS):

If you are suffering from long-term medical condition or disability, you should contact Equitable Learning Services (ELS) to seek advice and support to complete your studies.
Please refer to to find more information about services offered by Equitable Learning Services (ELS).

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 lodgment 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. 

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 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