SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Handle a range of customer complaints 
SAQA US ID UNIT STANDARD TITLE
10025  Handle a range of customer complaints 
ORIGINATOR ORIGINATING PROVIDER
SGB Marketing   
QUALITY ASSURING BODY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2007-12-02  2008-02-19  SAQA 1657/04 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2009-02-19   2012-02-29  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
252210  Handle a range of customer complaints  Level 4  NQF Level 04  Complete 

PURPOSE OF THE UNIT STANDARD 
This unit standard is a core standard and forms part of the qualification, National Certificate, and is registered at Level 4 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing Environment, specialising in either; Marketing Research, Marketing Management, Marketing communication or Customer Management, where the acquisition of competence against this standard will add value to one`s job.
This standard will also add value to learners who are starting their own business and recognise that marketing forms an integral component of any business

The qualifying learner is capable of:
  • Identifying the customer`s problem.
  • Committing to solving the customer complaint.
  • Arranging correct planning and solution to the customer`s problems.
  • Communicating with all stakeholders.
  • Providing practical business solutions. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competence in communicating verbally and in writing and computer technology at Level 3 on the NQF or equivalent. 

    UNIT STANDARD RANGE 
  • Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
  • Standard applies to marketing management, customer management, marketing communications and marketing research.
  • Customers include walk-in customers, canvassed customers, telephonically contacted customers, customers obtained through marketing communications, e-mail customers and customers contacted through electronic means. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the customer's problem. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The nature of the complaint is identified and assessed. 

    ASSESSMENT CRITERION 2 
    2. The origin of the complaint is identified. 

    ASSESSMENT CRITERION 3 
    3. Responsibility for action to solve the problem is taken. 

    ASSESSMENT CRITERION 4 
    4. The problem is documented, according to company regulations and requirements. 

    SPECIFIC OUTCOME 2 
    Commit to solving the customer complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Commitment to resolve the complaint is demonstrated. 

    ASSESSMENT CRITERION 2 
    2. The customer is totally satisfied with the complaint process to date. 

    ASSESSMENT CRITERION 3 
    3. The company provides support for both the individual and the customer. 

    SPECIFIC OUTCOME 3 
    Arrange correct planning and solution to the customer's problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The correct solution is applied to solve the customer's problems. 

    ASSESSMENT CRITERION 2 
    2. Contact is maintained with all relevant stakeholders. 

    ASSESSMENT CRITERION 3 
    3. Correct solution is applied to the customer's complaint within the agreed timeframe. 

    SPECIFIC OUTCOME 4 
    Communicate with all stakeholders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant internal parties are notified of the complaint and its rooting. 

    ASSESSMENT CRITERION 2 
    2. Immediate superior is notified of the customer's complaint for further action. 

    ASSESSMENT CRITERION 3 
    3. The customer is communicated with regarding the outcome and progress of the solution. 

    SPECIFIC OUTCOME 5 
    Provide practical business solutions. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. A partnership is arranged between suppliers and the organisation, which enhances the solution of the customer's problem. 

    ASSESSMENT CRITERION 2 
    2. Relationships are built by solving the customer's complaint and by building sales. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the services SETA and/or by GENFETQA. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    A demonstrated understanding of:
  • A general understanding of the company`s complaint procedure systems.
  • A basic understanding of methods and techniques for communicating with stakeholders involved in customers complaints. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in the pursuit of solutions for customer complaints. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities so that alternative solutions and strategies exist to solve the problem in the event current one`s failing. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information so that all details required to solve the customer`s complaint is obtained, recorded and used. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all customers and other stakeholders in the resolution of the customer`s complaint. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Understand the world as a set of related systems in that resolved complaints can lead to improved business in the line of sales. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE QUALITY ASSURING BODY
    Core  21787   National Certificate: Funeral Services Practice  Level 3  NQF Level 03  Reregistered  2015-06-30  SERVICES 
    Core  48658   Further Education and Training Certificate: Seed Marketing  Level 4  NQF Level 04  Reregistered  2015-06-30  AgriSETA 
    Core  48906   Further Education and Training Certificate: Supervision of Wastewater Reticulation Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was EWSETA until Last Date for Achievement 
    Core  20907   National Certificate: Customer Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Core  23976   National Certificate: Local Employment and Skills Development Practices  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2006-08-13  PSETA 
    Core  20903   National Certificate: Marketing Communications  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  20899   National Certificate: Marketing Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  20894   National Certificate: Marketing Research  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  35927   National Certificate: Payroll Administration Services  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2009-11-07  Was SERVICES until Last Date for Achievement 
    Elective  67465   National Certificate: Business Administration Services  Level 3  NQF Level 03  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 
    Elective  50479   Further Education and Training Certificate: Advertising  Level 4  NQF Level 04  Reregistered  2015-06-30  MICTS 
    Elective  20185   Further Education and Training Certificate: Banking  Level 4  NQF Level 04  Reregistered  2015-06-30  BANKSETA 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  48883   Further Education and Training Certificate: Small Business Advising (Information Support)  Level 4  NQF Level 04  Reregistered  2015-06-30  SERVICES 
    Elective  58330   National Certificate: Pipeline Operations  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2015-06-30  TETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Quality Assuring Bodies have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Quality Assuring Body should be notified if a record appears to be missing from here.
     
    1. AAA School of Advertising 
    2. Academy of Business and Computer Studies- PTA 
    3. ACCSYS 
    4. AFRICAN UNION SKILLS DEVELOPMENT (PTY) LTD 
    5. AGENCY FOR BUILDING CAPACITY AND ORGANISATIONAL RESEARCH (PTY) LTD 
    6. AGON MARKETING CC 
    7. ALCREDO CONSULTING SERVICES 
    8. ALL CONNECTIONS 
    9. ATHENA -INTERACTIVE TRAINING NETWORK PTY LTD 
    10. Avuxeni Computer Academy 
    11. Awona Technologies cc 
    12. BAKHONA DEVELOPMENT ( PTY) LTD 
    13. Bay Point Trading 12 
    14. BESEK COLLEGE 
    15. Blue Bridge Training and Consulting (Pty) Ltd 
    16. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    17. Broadband College of Technology 
    18. BUSINESS COMMUNICATION SKILLS HOLDINGS PTY LTD 
    19. Bytes People Solutions (Pty) Ltd 
    20. Calicom Trading 215 Pty Ltd t/a ATTI Nelspruit 
    21. CAPITAL OUTSOURCING GROUP 
    22. Careers IT (Pty) Ltd 
    23. CENTRAL BUSINESS ACADEMY (PTY) LTD 
    24. Commerce and Computer College of South Africa 
    25. COMMITMENT BUILDING 
    26. COOL IDEAS 1075 CC 
    27. Critical Skills Training 
    28. CTU Training Solutions 
    29. DC Dynamic College of Commerce & Training 
    30. Delight Computer Training 
    31. DESTO (PTY) LTD 
    32. DIONYSUS SKILLS DEVELOPMENT INITIATIVE (PTY) LTD 
    33. Durban Institute of Technology Pty Ltd 
    34. Dynamix Computer Training Centre 
    35. Edu-Fix Training Institute (Pty) Ltd 
    36. Fakazani Management Services 
    37. Falcon Business Institute 
    38. FUNERAL ACADEMY FOR AFRICA 
    39. Futurekids SA (Fochville) 
    40. FUTUREWORKS 
    41. Gijima Ast 
    42. Golden Step Campus (Pty) Ltd. 
    43. HEIRS TRAINING AND DEVELOPMENT PTY LTD 
    44. Helena Burger and Associates 
    45. Hlanganani ICT Pty Ltd 
    46. HR OUTSOURCE STREAMS 
    47. IAN SCOTT-RODGER CORPORATE COACH 
    48. IGNITE BUSINESS SERVICES CC 
    49. ILIM Training CC 
    50. In Excess Trading 22 T/A ATTI Polokwane 
    51. IN TOUCH COMMUNITY DEVELOPMENT 
    52. IN TUITION 
    53. Independent Institute of Education 
    54. INSPIRATIONAL HR CC 
    55. iSolve Business Solutions (Pty) Ltd 
    56. IT Solution on the Moving Edge CC 
    57. Jonda Learnership Academy 
    58. Kaelo Computer Training cc 
    59. Khuphulanani Training Institute (Pty) Ltd 
    60. KINGSBURY INTERNATIONAL COLLEGE (SA) PTY LTD 
    61. KKR CONSULTING (PTY) LTD 
    62. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS (PTY)LTD 
    63. KMS COLLEGE 
    64. KNOWLEDGE QUEST PTY LTD 
    65. Konani Training and Development Institute (Pty) Ltd 
    66. Limco Consulting and management (Pty) Ltd 
    67. Lukhanyiso Research and Development Services CC t/a TSD Business Solut 
    68. M-cot Corporate Training 
    69. Mass Computer Training And Printers 
    70. MAXIMUS BUSINESS TURNAROUND (PTY) LTD T/A MAXIMUS 
    71. Mbay Training 
    72. Modise Computer College 
    73. Mpande Technologies cc 
    74. Nape Angwato Trading 
    75. National Computer College 
    76. National Computer College Carletonville 
    77. NCHEBEKO SKILLS CONSULTANCY 
    78. NEMISA 
    79. NET2G Technologies (Pty) Ltd t/a EduCampus 
    80. Nextgen Training Solutions Pty Ltd 
    81. NIIT ANTILLES N.V. (INCOPORATED IN CURACAO N.A.) 
    82. NYATHELA CONSULTING 
    83. On the Ball Computers 
    84. Open Learning College (Pty) Ltd 
    85. Optimum Learning Technologies (Pty) Ltd 
    86. PATRICK MTOLO 
    87. PAYROLL EDUCATION (PTY) LTD 
    88. PC Training & Business College 
    89. PC Training and Business College 
    90. Peak Training Hazyview 
    91. Penduka Consulting 
    92. PERES ACADEMY CC 
    93. PHAMBILI STRATEGIES AND SOLUTIONS CC 
    94. POLAZ ITSERVICES 
    95. PRIOR LEARNING CENTRE 
    96. Pro-Active Public Services College (Pty) Ltd 
    97. Professional Graduate Colleges 
    98. RAMAZWI SECURITY SERVICES CC 
    99. Rivoni Training N Communications 
    100. SA-SAN TRAINING & TRANSFORMATION 
    101. Simlau Biztec Academy 
    102. Sonke Consulting 
    103. STANFORD COMPUTER AND BUSINESS COLLEGE 
    104. Success Christian Training Centre 
    105. Technology Corporate Management (Pty) Ltd 
    106. TELOS CORPORATE EDUCATION AND TRAINING 
    107. THE VOICE CLINIC (PTY)LTD 
    108. Tidasa 
    109. Torque Technical Computer Training (Pty) Ltd 
    110. Victory Ticket 580 cc 
    111. VR Computers 
    112. Xantium Trading 304 
    113. Xtensive ICT Academy (Pty) Ltd 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.