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: 

Understand the impact of customer service on a business 
SAQA US ID UNIT STANDARD TITLE
110082  Understand the impact of customer service on a business 
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 1  NQF Level 01 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2007-01-23  2008-02-06  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2009-02-06   2012-02-06  

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
252244  Describe the impact of customer service on a business  Level 1  NQF Level 01  Complete 

PURPOSE OF THE UNIT STANDARD 
A learner credited with this standard will be able to effectively interact with customers to the benefit of the business. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • ABET 4/ NQF level 1/ GETC
  • Identify and Discuss different types of businesses and their legal implications 

  • UNIT STANDARD RANGE 
    This will apply across any business 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain the relationship between the business and the customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Two types of customer can be identified and defined. 
    ASSESSMENT CRITERION RANGE 
    Internal and external customer
     

    ASSESSMENT CRITERION 2 
    2. The importance of the customer to the business can be explained. 

    ASSESSMENT CRITERION 3 
    3. The role of the business in meeting the customer`s needs can be described. 

    ASSESSMENT CRITERION 4 
    4. The role of the individual a s a team member in meeting customer needs is identified and demonstrated. 
    ASSESSMENT CRITERION RANGE 
    Internal and external customer
     

    ASSESSMENT CRITERION 5 
    5. The chain of customer service is understood and described. 

    ASSESSMENT CRITERION 6 
    6. "Moments of truth" (Importance of every contact with clients/customers) are understood and explained. 

    ASSESSMENT CRITERION 7 
    7. The learner can understand and explain their role in the chain and the `moments of truth". 

    SPECIFIC OUTCOME 2 
    Define and provide customer satisfaction. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The standards and values set for customers are defined and explained. 

    ASSESSMENT CRITERION 2 
    2. The needs and expectations of customer satisfaction are defined and explained. 

    ASSESSMENT CRITERION 3 
    3. The role of the learner in meeting the needs and expectations of customers is explained. 

    ASSESSMENT CRITERION 4 
    4. The threat from competition is understood and explained. 

    ASSESSMENT CRITERION 5 
    5. Personal performance against set standards and values is measured. 

    SPECIFIC OUTCOME 3 
    Demonstrate the ability to effectively handle problems that would lead to customer dissatisfaction. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Problems are identified at an initial stage. 

    ASSESSMENT CRITERION 2 
    2. Appropriate action is taken to resolve the problems. 
    ASSESSMENT CRITERION RANGE 
    Within company guidelines and levels of authority
     

    ASSESSMENT CRITERION 3 
    3. Personal problem solving abilities are assessed. 

    ASSESSMENT CRITERION 4 
    4. Methods to help in personal problem solving are developed. 

    SPECIFIC OUTCOME 4 
    Display acceptable behaviour when interacting with customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Customer reaction to difficult situations is acknowledged. 

    ASSESSMENT CRITERION 2 
    2. Customer complaints are addressed sensitively and courteously. 

    ASSESSMENT CRITERION 3 
    3. The learner`s role as the organization`s representative is accepted and embraced. 
    ASSESSMENT CRITERION RANGE 
    Act according to level of responsibility/authority; according to accepted norms and values
     

    ASSESSMENT CRITERION 4 
    4. Follow up action is taken by the learner to ensure the customer complaint is addressed. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Any institution offering learning that will enable achievement of this unit standard must be accredited by the Transport SETA and/or relevant ETQA.

    2. Moderation of assessment will be overseen by the relevant ETQA at its discretion.

    3. Moderation should encompass achievement of competence described in both individual unit standards as well as the integrated competence described in the qualification. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learners` can understand and explain:
    1. Organisational guidelines and policies on customer service.
    2. General principles of customer service.
    3. Basic consumer rights.
    4. Concepts of customer care and their impact on operations. 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solve problems with regards to customer complaints. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team to meet customer needs. 

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

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organize and critically evaluate information with regards to customer service. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with internal and external customers. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as set of related systems: the impact of good service on the success of a business. 

    UNIT STANDARD ASSESSOR CRITERIA 
    Conducting assessments

    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA and be familiar with the full text and subject matter content of the Unit Standard being assessed.

    2. The assessor must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge. 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 252244, which is "Describe the impact of customer service on a business", Level 1, 6 credits.

    Methods and tools of assessment:

    The following methods of assessment have been identified as the preferred measurement and assessment of learner competence in the above-mentioned Performance Assessment Criteria

    1. Written tests/ case studies/ projects:
    2. Role-play
    3. Portfolio of evidence

    These methods must be carefully selected based on the purpose of the assessment (For example, the written method could be used to assess knowledge or on-job demonstration for practical competence). The assessment must integrate a number of different methods (no less than three of those detailed above) in order to give the assessor reliable and valid proof of competence and evidence of required attitudes

    The following tools may be used to supplement the above minimum assessment methods:

    Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience may serve to supplement the assessment of applied competence. The portfolio should include inter alia:

    1. Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner
    2. Relevant certificates or awards
    3. Previous assessment records
    4. Journals/logbook 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  61755   General Education and Training Certificate: Business Practice  Level 1  NQF Level 01  Reregistered  2018-06-30  SERVICES 
    Core  49552   General Education and Training Certificate: Environmental Practice  Level 1  NQF Level 01  Reregistered  2018-06-30  LG SETA 
    Core  35953   General Education and Training Certificate: Transport  Level 1  NQF Level 01  Passed the End Date -
    Status was "Reregistered" 
    2008-02-06  Was TETA until Last Date for Achievement 


    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. A4 Consultancy CC 
    2. ABA Sebenzi 
    3. Access Employment Skills & Development Agency 
    4. AVAX SA 481 CC. T/A Mandisa Development Services 
    5. Bantubanye Skills 
    6. Bikologix Projects 
    7. Boikgantsho Consulting & Events 
    8. CTC College(PTY) LTD. 
    9. Dean Institute Of Learning (Pty) Ltd 
    10. Dee's Training (PTY) LTD 
    11. DIONYSUS SKILLS DEVELOPMENT INITIATIVE (PTY) LTD 
    12. Elective Training Institute Enterprise CC 
    13. Environmental Leadership Academy 
    14. Eskilz College (Pty) Ltd 
    15. Globalwise Training & Consulting (PTY) Ltd. 
    16. Heavenly Button Trading CC 
    17. Hlombe and Associates 
    18. Icando 
    19. Ikaheng HR Services (Pty) Ltd 
    20. Independent Development Trust 
    21. Institute for Local Government and Housing 
    22. Josmap Training Institute 
    23. Kgolo Institute 
    24. Khosithi Training 
    25. Khula Nonke Training & Development 
    26. Lapa La Afrika Farming and Projects 
    27. Learncorp 
    28. Letlhokoa Management Services CC 
    29. Makwedeng Training 
    30. Mamuhle Projects (PTY) Ltd 
    31. Mangalani Business Enterprises 
    32. Marcado Human Resources Strategies 
    33. Matiisetso Training and Consulting 
    34. Mission Point Trading 69 
    35. MML Consulting CC. 
    36. Mod-Mosh Projects and Consulting (PTY) LTD 
    37. Mohlaje Solutions (Pty) Ltd 
    38. Mphela Education Training and Development 
    39. Neopeo Trading & Projects 
    40. Netgrow Training Solutions 
    41. Networxs for Career Development t/a Career Development Networxs 
    42. Nkinane Training Institute and Consulting (Pty) Ltd 
    43. NOSA LOGISTICS (PTY) LTD 
    44. NS Global Academy 
    45. Nyankwavi Investment CC. 
    46. Pandelani Investment Holdings (PTY) LTD. 
    47. PMA Holdings (PTY ) LTD. 
    48. POTCH - UTC (PTY) LTD 
    49. Power Rush Trading 170 CC. 
    50. Qabuka-Vuka Development Trading 
    51. Re-Ethical Environmental Re-Engineering KZN (PTY) LTD 
    52. RLSTP Training & Development (PTY) LTD. 
    53. SA Maritime School and Transport College 
    54. Senelo Trading CC 
    55. Siyaloba Training Academy 
    56. Skills For Life 
    57. SWARANANG MANAGEMENT CONSULTING CC 
    58. The Crimson CO CC. 
    59. Thembeni Skills Development Trading and Projects 
    60. Thubelihle Graduate Institute 
    61. Township Fire and Rescure (Pty) Ltd 
    62. Tsebong Training Centre 
    63. Tshwane Skills Training Centre 
    64. TSK Projects 
    65. Twin Peak Technologies 
    66. Ukhamba Quality Skills 
    67. University of Venda 
    68. Vicmat Consultants 
    69. Washa 2 Training & Projects 
    70. Wildlife and Environment Society of South Africa 
    71. Ya Hina Management Consulting and projects 



    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.