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: 

Foster and maintain customer relations 
SAQA US ID UNIT STANDARD TITLE
10955  Foster and maintain customer relations 
ORIGINATOR
SGB Transport and Logistics Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2003-12-03  2004-12-02  SAQA 1351/03 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2005-12-02   2008-12-02  

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
113847  Foster and maintain customer relations  Level 3  NQF Level 03  10  Complete 

PURPOSE OF THE UNIT STANDARD 
The Learner will be capable of:

Fostering and maintaining relationships with customers to satisfy existing customers and to gain new customers for the service. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
What the Learner should know and be able to do, before starting this unit:
  • ABET IV English Literacy
  • ABET II Numeracy. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Establish and maintain sound relations with customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All interactions and service to customers to be provided according to organisational guidelines, cultural differences, local customs and customer expectations in a range of interactions. 
    ASSESSMENT CRITERION RANGE 
    Customers include local, national, international; different ages, cultures and religions; physically disabled, internal and external.
     

    ASSESSMENT CRITERION 2 
    2. Reflect on the influence of personal attitude, health, temperament and mood on serving customers and describe own actions to ensure consistent and positive interactions with customers. 

    SPECIFIC OUTCOME 2 
    Inform customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Service inquiries are answered accurately according to operational information and to the satisfaction of customers. 

    ASSESSMENT CRITERION 2 
    2. Reflect on the information needs of customers in terms of the service on offer and describe pro-active actions to satisfy customer information needs. 

    SPECIFIC OUTCOME 3 
    Resolve customer complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Customer complaints and incidents are courteously acknowledged, resolved or reported according to organisational policies. 

    ASSESSMENT CRITERION 2 
    2. Reflect on potential sources of customer conflict as well as customer complaints and relate actions to minimize potential conflict and prevent customer complaints. 

    SPECIFIC OUTCOME 4 
    Satisfy existing customer needs. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Learner is able to identify customer service requirements and reflect on how best to satisfy them:
    a) Learner is able to explain and adapt own contributions towards satisfying service and company image requirements in terms of: personal appearance and conduct; vehicle cleanliness; driving ability, punctuality and consistency of service.
    b) Learner is able to display a consistent positive attitude towards satisfying customer service requirements. 

    SPECIFIC OUTCOME 5 
    Monitor customer satisfaction and new service opportunities. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Learner is able to identify information required by superiors to introduce new or additional services to customers. 

    ASSESSMENT CRITERION 2 
    2. Customer needs not satisfied by existing service is reported accurately in terms of organisational policies. 

    ASSESSMENT CRITERION 3 
    3. Reflect on potential sources of information indicating possible new business opportunities or services and relate actions to develop and exploit sources of information. 
    ASSESSMENT CRITERION RANGE 
    Long distance operations into rural areas and neighbouring countries.
     

    ASSESSMENT CRITERION 4 
    4. Indicators of customer satisfaction are measured correctly and own actions to improve customer satisfaction are identified and implemented. 

    ASSESSMENT CRITERION 5 
    5. Reflect on the importance of satisfying individual customer needs to ensure the survival and growth of the business and relate personal role in satisfying customers in a service industry. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Accreditation and moderation process and criteria to be established by the relevant education and Training Quality Assurer. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    1. Organisational guidelines and policies on:
  • Customer care.
  • Handling and reporting of customer complaints and incidents.
  • Marketing new services.

    2. Concept of customer care and how it affects the operation in the service industry.

    3. Customer service requirements and how to achieve them. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solve problems in resolving customer complaints. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage self in maintaining quality of service. 

    UNIT STANDARD CCFO COLLECTING 
    Evaluate information in informing customers and superiors. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate with customers and report within organisation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in marketing of services. 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 113847, which is "Foster and maintain customer relations", Level 3, 10 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  23453   National Certificate: Micro Finance  Level 3  NQF Level 03  Reregistered  2023-06-30  BANKSETA 
    Core  13716   National Certificate: Professional Driving  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2006-06-29  TETA 
    Fundamental  14891   National Certificate: Agricultural Machinery Technician  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2007-10-18  Was AgriSETA until Last Date for Achievement 
    Elective  48655   National Certificate: General Abattoir Processes  Level 2  NQF Level 02  Reregistered  2023-06-30  AgriSETA 


    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. Africa Training Centre 
    2. Agisanang SA Training 
    3. Algoa Bus Company 
    4. Buscor 
    5. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    6. CSG SKILLS INSTITUTE PTY LTD 
    7. Eastcape Training Centre 
    8. Gerotek Test Facilities 
    9. Golden Arrow Bus Services 
    10. Greystones Cargo Systems 
    11. He and She Driver Training Centre 
    12. Ikaheng HR Services Pty Ltd 
    13. Inkezo HR Solutions 
    14. Inkqubela Consultants 
    15. Intercape Mainliner 
    16. Learncorp 
    17. Learning Exchange Pty (Ltd) 
    18. Makwedeng Training 
    19. Maliwa Investment (Pty)Ltd 
    20. NOSA LOGISTICS PTY LTD 
    21. NWK Beperk 
    22. Phephani Learnerships cc 
    23. Primeserv Corporate Solutions (Pty) Ltd 
    24. PUTCO Limited 
    25. Q4 Training Solutions 
    26. RCL Foods-Sugar & Milling 
    27. SA Maritime School and Transport College 
    28. Safe and Eco Driving (Pty) Ltd 
    29. Skills Priority 
    30. SPINA Consultancy cc Cape Town 
    31. THABO Training and Services 
    32. TIESPRO (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.