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, which is an elective topic for the qualification CPP51122 Diploma of Property (Agency Management).

At the end of this unit, you will be able to:

• Determine requirements for customer service systems

• Manage customer service and complaints resolution systems

• Manage customer service performance

• Manage evaluation of customer service systems