CPPREP4002 - Dispute Resolution Case Studies v1

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Academy of Real Estate *

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CPPREP4002

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Business

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Jan 9, 2024

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docx

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6

Uploaded by khoale2277

CPPREP4002 - Access and interpret ethical practice in real estate (Release 1) Dispute Resolution Case Studies Dispute Resolution Case Studies © Real Estate Academy Australia Version 1.3 – February 2022 RTO 32426
CPPREP4002 - Access and interpret ethical practice in real estate (Release 1) Dispute Resolution Case Studies Dispute Resolution Case Studies At one time or another, you will be faced with others (including clients, customers etc) dissatisfied with the service you have provided. This can occur for several reasons such as failure to meet the client’s expectations. Regardless of the reason for the dissatisfaction, you need to resolve these complaints to ensure the agency’s and your own reputation are protected. What you need to do: Using Microsoft Word or other compatible software, for each of the complaints listed below in the text box provided, draft an email to respond to the concerns and how you propose to resolve these matters whilst promoting ethical practice. The agency has received the following complaints, via email. You have been tasked with responding to these complaints to satisfy the consumer complaints and resolving the conflict that is being experienced. Ensure you clearly represent the consumer’s rights and responsibilities and utilise effective complaints resolution processes to address these complaints. A Complaints Handling and Dispute Resolution Policy example for a real estate agency has been provided in the additional resources folder for this unit to give you an idea of the steps involved to assist you with this task. You may also do further internet research about other real estate agency’s policies on this topic. How to Submit your Assessment: Upload your completed document into your learner portal as per the instructions with the assessment task. You can drag and drop the file into the window or use the add file icon in the top left of the submission window and select the file you wish to upload by using the browse/choose file option.  Click on “finish attempt” to submit it for grading. © Real Estate Academy Australia Version 1.3 – February 2022 RTO 32426
CPPREP4002 - Access and interpret ethical practice in real estate (Release 1) Dispute Resolution Case Studies Complaint 1 – Customer (Buyer) To whom it may concern, I am very disappointed with the service provided by your agency. Last week I sent in an enquiry about the property you have listed at 26 Fast Last, [YOUR SUBURB], [YOUR STATE] and I am yet to receive a reply on the property’s availability of an inspection. I am wishing to buy a property in the very near future and believe the property is well suited to by needs. I would like to request that someone take the time to email me to make arrangements for a property inspection. Thank you. Danny Sawyer. Dear Mr. Sawyer, Thank you for your email, I would like to apologise on behalf of our team for the late response as it was a miscommunication error from our end. The property at 26 Fast Lane, Holland Park is still available for inspection. There is an open inspection this Saturday at 10:00am – 10:30am, however I can organise a private inspection for you if you would like to see it sooner. Please let me know if you have a preferred day/time you would like to inspect or if you prefer to attend the open home. If you have any questions or concerns in the meantime, please do not hesitate to contact me via phone or email. I am looking forward to hearing from you. Kind regards, Khoa Le XYZ Real Estate © Real Estate Academy Australia Version 1.3 – February 2022 RTO 32426
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