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: 

Monitor handling of customers by frontline customer service 
SAQA US ID UNIT STANDARD TITLE
10052  Monitor handling of customers by frontline customer service 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
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 5  Level TBA: Pre-2009 was L5 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is a core standard and forms part of the qualification, National Diploma, and is registered at Level 5 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 Communication, Marketing Management, Market Research 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 recognises that Marketing forms an integral component of any business.

The qualifying learner is capable of:
  • Monitoring interaction between customer service providers and the customer
  • Monitoring the customer's satisfaction
  • Monitoring key performance areas 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this qualification will have demonstrated competence against the standards in the National Certificate in Marketing, Marketing Communication or Marketing Research or Marketing Management or Customer Management or equivalent at NQF Level 4. 

  • 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.
  • Key performance areas including key result areas, key performance indicators, targets, goals and objectives. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Monitor interaction between customer service providers and the customer 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Systems are in place to measure the interaction between customer service providers and customers. 

    ASSESSMENT CRITERION 2 
    2. The duration of the interaction is within agreed timeframes. 

    ASSESSMENT CRITERION 3 
    3. The customer service provider interacts with the customer according to laid down procedures and processes. 

    ASSESSMENT CRITERION 4 
    4. The outcome of the interaction meets both the customer and the organisations requirements. 

    SPECIFIC OUTCOME 2 
    Monitor the customer's satisfaction 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Customer satisfaction is monitored at pre-determined intervals. 

    ASSESSMENT CRITERION 2 
    2. Feedback is obtained from customers on their satisfaction. 

    ASSESSMENT CRITERION 3 
    3. Feedback is evaluated and analysed to determine satisfaction levels. 

    ASSESSMENT CRITERION 4 
    4. The necessary steps to improve the level of customer satisfaction are taken. 

    SPECIFIC OUTCOME 3 
    Monitor key performance areas 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Key performance areas are agreed with all frontline service providers. 

    ASSESSMENT CRITERION 2 
    2. Key performance areas are measurable, attainable and in line with the organisation's requirements. 

    ASSESSMENT CRITERION 3 
    3. Key performance areas are measured against the set standards. 

    ASSESSMENT CRITERION 4 
    4. Feedback on performance is provided to all frontline service providers. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this unit standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the Services SETA and /or by The Council of Higher Education (CHE). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    A demonstrated understanding of:
  • A general understanding of how to deal with customers.
  • A broad understanding of key performance areas for frontline customer service providers.
  • A broad and integrated understanding of methods and techniques for dealing with frontline customer service providers, who deal with customers.
  • A basic understanding of communicating with individuals and customers. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems related to customer satisfaction and the performance of customer service providers regarding their key performance areas. 

  • UNIT STANDARD CCFO WORKING 
  • Work effectively with others when monitoring the handling of customers by frontline customer service providers. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, evaluate, organise and critically evaluate information related to the measurement of customer satisfaction and key performance areas. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with both customers when obtaining feedback and with customer service providers giving feedback on their performance. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  66089   National Certificate: Human Settlements Development  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  CETA 
    Core  20908   National Diploma: Customer Management  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  20904   National Diploma: Marketing Communications  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  61593   National Diploma: Marketing Management  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  20896   National Diploma: Marketing Research  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  61594   National Certificate: Management  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2009-05-02  As per Learning Programmes recorded against this Qual 
    Elective  58246   Bachelor of Human Settlements Development  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30   


    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 Primary or Delegated Quality Assurance Functionaries 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 Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. KUKHULA GLOBAL PROJECTS PTY LTD 
    2. PHALAPHALA MAGEMENT CONSULTING 
    3. UKWAKHILE TRAINING 
    4. VALE DEVELOPMENT PTYLTD 



    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.