Unit of competency Outline

Date retreived
22/07/2026 9:21 AM AWST

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Manage customer service activities in the property industry

Manage customer service activities in the property industry

Unit of competency
National Code
CPPREP5010
State Code
OAQ88
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/03/2019
View on TGA
State Implementation and Classification
Approved Date
03/06/2020
Field of Education
080503 - Real Estate
Original Release Date
03/06/2020
Nominal Hours
35
Description
This unit specifies the skills and knowledge required to analyse, manage and evaluate customer service activities in the property industry.The unit applies to industry professionals in the property industry. State or territory licensing requirements may apply to this unit.
Notes
Elements and Performance Criteria
1. Determine requirements for customer service systems.
  • 1.1 Conduct risk analyses according to legislative requirements.
  • 1.2 Analyse and record management requirements for customer service systems in the property industry.
  • 1.2 Analyse and record compliance requirements and best practice for customer service systems in the property industry.
  • 1.3 Determine and record the roles, responsibilities and processes for managing customer service systems.
  • 1.4 Determine service targets and develop key performance indicators.
2. Manage customer service and complaints resolution systems.
  • 2.1 Develop and maintain effective customer service strategies.
  • 2.2 Develop and record resolution processes for complaints relating to service provision.
  • 2.3 Adjust performance standards to ensure effective customer service.
3. Manage customer service performance.
  • 3.1 Communicate to staff the ethics, culture and performance standards for customer service.
  • 3.2 Facilitate monitoring, reviewing and adjustment of customer service practices.
  • 3.3 Provide regular feedback on achievement or non-achievement of customer service standards.
  • 3.4 Encourage staff to provide feedback on customer service.
  • 3.5 Manage coaching, training and mentoring to assist with changing needs and customer service issues.
4. Manage evaluation of customer service systems.
  • 4.1 Analyse and use customer service feedback to evaluate achievement against performance standards.
  • 4.2 Use evaluation data to implement improvements in customer service.
No information
No information
State Code National Code Title Type
BEI0 CPP51119 Diploma of Property (Agency Management) Qualification
BHQ9 CPP51122 Diploma of Property (Agency Management) Qualification