List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. |
1. | Contribute to quality customer standards. | 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. | 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. | 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. |
A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.
The person must also lead the implementation of one customer service initiative in a property-related business designed to improve customer service in one of the following areas:
business broking
livestock sales and auctions
property management
property sales
strata community management.
In doing the above, the person must:
develop and implement improved customer service procedures
ensure staff are adequately trained to deliver customer service to agreed organisational standards
identify customer service requirements and ensure they are delivered to a professional standard in an appropriate timeframe
apply knowledge of organisation’s practices, ethical standards and legislative requirements associated with implementing customer service policies and procedures
obtain and give constructive feedback on customer service strategies.
A person demonstrating competency in this unit must demonstrate knowledge of:
organisational quality and customer service standards
organisational policies and procedures for customer service
principles and techniques for managing customer behaviour, including:
customer relations
maintaining product and service quality
identifying and resolving problems
researching customer needs
range of analysis techniques to interpret data on customer service
key requirements of federal, state or territory legislation and local government regulations relating to:
anti-discrimination
consumer protection
environmental issues
equal employment opportunity (EEO)
financial probity
franchise and business structures
industrial relations
privacy
property sales, leasing and management
strata community management
work health and safety (WHS).
The following must be present and available to learners during assessment activities:
equipment:
computer system with internet, email and printing facilities
specifications:
workplace policies and procedures on customer service
reports and case studies from other parties involved in the process of identifying and implementing business processes designed to enhance customer service
information on current customer service performance
outline of initiatives for enhancing customer service
physical conditions:
customer service team
supervisor:
member of a work team in a property industry context.
Assessor requirements
As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.