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: 

Manage customer satisfaction in a road transport activity 
SAQA US ID UNIT STANDARD TITLE
113833  Manage customer satisfaction in a road transport activity 
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 4  NQF Level 04 
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 
Learners acquiring this standard will be learning towards obtaining a national qualification or are working within a customer service/satisfaction environment, where acquisition of competence against this standard will add value to learners job, or chances of finding employment.

The qualifying learner is capable of:
  • Analysing and defining customer service system requirements.
  • Managing a customer service system.
  • Monitoring customer service standards.
  • Maintaining customer service standards. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this unit standard will have demonstrated competence in Mathematics and Language/communication at NQF level 3 or the equivalent. 

    UNIT STANDARD RANGE 
  • Controlled office or workshop environment
  • Transport depots
  • Open yard areas
  • Mobile vehicles
  • Pre-transaction, Transaction, and Post-transaction elements
  • Internal audits for management, departmental heads and front-line personnel.
  • External audits for clients, suppliers, external service providers 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Analyse and define customer service system requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The description of the purpose, objectives, structure, and boundaries under which a firm operates is clear and consistent with company mission, vision and legal type of business enterprise. 

    ASSESSMENT CRITERION 2 
    2. The development of a departmental customer service strategy is appropriate to company service strategies, policies, mission and vision. 

    ASSESSMENT CRITERION 3 
    3. The identification of specific customer service elements is clear and consistent with the key purpose, objectives and activities of respective departments. 

    ASSESSMENT CRITERION 4 
    4. The description of internal and external customer profiles is clear and consistent with company records. 

    SPECIFIC OUTCOME 2 
    Manage a customer service system. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The classification of customers into prioritised service standard categories is consistent with the cost of service rendered and returns on investment. 

    ASSESSMENT CRITERION 2 
    2. The identification specific work responsibilities of team members is clear and appropriate to company job descriptions. 

    ASSESSMENT CRITERION 3 
    3. The description of key features of the customer service process is clear, logical and consistent with industry best practice. The design makes provision for the measurement of customer service in relation to agreed standards and organisational values. 

    SPECIFIC OUTCOME 3 
    Monitor customer service levels. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The development of service standards are realistic, consistent with organisational vision and mission, and reflect the requirements of key stakeholders which are identified by means of customer service audits. Service standards also provide the basis for the ongoing measurement of organisational performance. 

    ASSESSMENT CRITERION 2 
    2. The identification and articulation of the `moments of truth` throughout the customer service chain, as perceived by the customer, is accurate and consistent with agreed standards and organisational values. 

    ASSESSMENT CRITERION 3 
    3. The benchmarking of customer service levels are consistent with agreed standards and recommendations and/or actions to address system deviance and appropriate to the specific context. 

    ASSESSMENT CRITERION 4 
    4. The development of varying service standards for different products/services/customers is done by means of a structured and scientific process and in relates to service cost and return on investment. 

    SPECIFIC OUTCOME 4 
    Maintain customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The identification and measurement of key performance areas for team members is clear and consistent with company standards and accepted best practice. 

    ASSESSMENT CRITERION 2 
    2. The gathering of customer service information including all relevant sources within organisational constraints at scheduled intervals is completed according to system requirements. 

    ASSESSMENT CRITERION 3 
    3. Accurate and complete reports are issued on customer satisfaction levels to stakeholders at the agreed time. 

    ASSESSMENT CRITERION 4 
    4. Data is stored securely in the prescribed format, and is available to authorised persons on request. 

    ASSESSMENT CRITERION 5 
    5. Major obstacles to the implementation of an effective customer service strategy are identified and appropriate recommendations are made to sponsors on the nature of the impediments. 

    ASSESSMENT CRITERION 6 
    6. The system design incorporates strategies to address feedback from the customer service audits and other desired customer service elements. 

    ASSESSMENT CRITERION 7 
    7. Weak links in the customer service chain are identified and actions taken are consistent with the nature of the problem and promote effective service. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Mission and vision statements
  • Legal forms of business enterprises
  • Types of organisational structures
  • Business functions
  • Customer service elements within the respective business functions
  • Customer/service standard analysis
  • Phases of customer service
  • Moments of truth
  • Internal customer service audit
  • External customer service audit
  • Job description
  • Key performance areas
  • Activity standards
  • General obstacles to effective customer service
  • Weak links in the customer service chain 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made towards the setting of standards and taking of corrective action when required. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team and organisation to conduct, communicate and respond to leading others in the providing of a service of excellence from the pre-transaction phase to the post-transaction phase. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one`s activities responsibly and effectively, while preparing for equipment start up conditions. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written persuasion, with regards to acquiring the ability to communicate effectively with teams and individuals. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility towards the environment and health of others during equipment start up conditions. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrating and understanding the world as a set or related systems by analysing customer service strategies and policies. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of reflecting on and exploring a variety of strategies to learn more effectively. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

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

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48439   Further Education and Training Certificate: Road Transport Supervision  Level 4  NQF Level 04  Reregistered  2023-06-30  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 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. Andebe Training and Skills Development 
    2. Learncorp 
    3. Learning Exchange 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.