This unit of competency supports the work of those involved in managing and monitoring client service strategies within an agency environment.

Nil

ELEMENT

PERFORMANCE CRITERIA

1Develop client loyalty strategies.

1.1 Client loyalty strategies are developed that foster repeat business and are consistent with ethical and legislative requirements.

1.2 Agency services are structured to emphasise client satisfaction and maintain the agency's reputation for service in the marketplace.

1.3 Client service strategies are integrated into individual and team delivery of agency services.

1.4 Performance indicators are developed that enable policy review and activity adjustment to occur.

2Maintain clear lines of communication with clients.

2.1 Information is provided to clients that is timely, relevant, up-to-date and consistent with ethical and legislative requirements.

2.2 Information on client needs is provided in a manner that improves client relations and the quality of agency services.

2.3 Client service records are maintained to provide an accurate and objective record of communication with clients and other service providers.

2.4 Complaints are handled in a manner that improves the agency's reputation for quality service and is line with ethical and legislative requirements.

3Review client policy.

3.1 Client satisfaction is surveyed at regular intervals to enable modification or adjustment to client contact and agency marketing activities.

3.2 Client feedback on the quality of agency services is gathered and used to improve performance in client contact areas.

3.3 Reviewed and updated information on agency services is maintained that reflects current client expectations and enables improvement of the agency's image.

3.4 Information provided by clients is used to update the agency marketing strategy in line with agency, ethical and legislative requirements.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

ability to communicate with and relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities

analytical skills to interpret feedback from clients

application of risk management strategies associated with implementation of client service strategies

client service skills to determine client needs, enhance client commitment, trust and credibility of agency and to build return client base

computing skills to access agency databases, send and receive emails and complete standard forms online

decision making and problem solving skills to analyse situations and make decisions aimed at improving client service

literacy skills to access and interpret a variety of texts, including customer feedback; prepare general information, papers, formal and informal letters, reports and applications; and complete standard and statutory forms

planning, organising and scheduling skills to collect, collate and process client feedback

research skills to identify and locate documents and information relating to client care and client service standards.

Required knowledge and understanding:

barriers to effective communication

client loyalty strategies

client service strategies and standards

communication process, strategies and techniques

ethical standards

relevant federal, and state or territory legislation and local government regulations relating to:

anti-discrimination and equal employment opportunity

consumer protection, fair trading and trade practices

employment and industrial relations

environmental issues

financial services

industrial relations

leases and tenancy agreements

OHS

privacy

property sales and management

taxation

risks and risk management strategies.

Overview of assessment

This unit of competency could be assessed through case studies, demonstrations and practical exercises focused on managing and monitoring client service to support the attainment of key agency business goals. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment. Assessment may be carried out in a simulated or workplace environment.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

knowledge of the ethical and legislative requirements affecting the provision of effective client service in an agency context

developing client loyalty strategies in an agency context

maintaining clear lines of communication with clients in an agency context

reviewing client policy in an agency context.

Context of and specific resources for assessment

Resource implications for assessment include:

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

Clients may include:

body corporate managers

buyer's agents

buyers

owners

people from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities

property developers

regular and new customers

sellers

tenant's agents

tenants.

Client loyalty strategies may refer to:

costs

meeting legal and ethical requirements

specific activities, including:

client reward schemes

cross-selling

formal letters of thanks

handwritten notes thanking clients

online activities

phone calls thanking clients for business

promotional items

up-selling

service

success measures

targets and timeframes

value for money.

Ethical requirements may include:

confidentiality

honesty

positive statements

privacy.

Legislative requirements may include:

anti-discrimination and equal employment opportunity

consumer protection, fair trading and trade practices

environmental issues

financial services

industrial relations

leases and tenancy agreements

OHS

privacy

property sales and management

taxation

workplace and industrial relations.

Agency services may include:

contract administration

current and planned real estate developments

information on specific properties

property management

property sales.

Performance indicators may include:

qualitative indicators

quantitative indicators.

Client service records may include:

computerised

manual.

Unit sector

Property development, sales and management

Real estate

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.