This unit of competency specifies the outcomes required to identify 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.