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
113847  Foster and maintain customer relations 
ORIGINATOR ORIGINATING PROVIDER
SGB Transport and Logistics Operations   
QUALITY ASSURING BODY
-  
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 "Registered" 
2004-12-02  2006-06-29  SAQA 1357/04 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-06-29   2010-06-30  

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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
10955  Foster and maintain customer relations  Level 3  NQF Level 03  10  Complete 

This unit standard is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
123258  Foster and maintain customer relations  Level 3  NQF Level 03  10  Complete 

PURPOSE OF THE UNIT STANDARD 
Learners acquiring this standard will be learning towards obtaining a national qualification or are working within a customer service environment, where acquisition of competence against this standard will add value to learner`s job, or chances of finding employment.

The qualifying learner is capable of:
  • Demonstrating an understanding of the organisational structure as well as the products/services provided
  • Operating within a customer service system
  • Identifying customer needs and expectations
  • Dealing with customer complaints 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this unit standard / qualification will have demonstrated competence against numeracy and literacy, communication and interpersonal skills at NQF Level 2. 

    UNIT STANDARD RANGE 
  • Controlled office or workshop environment
  • Transport depots
  • Open yard areas
  • Mobile vehicles
  • The customers premises
  • Pre-transaction customer service
  • Transaction
  • Post-transaction customer service 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Comprehend the organisational structure and products or services provided. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The definition and explanation of customer service enhances organisational image, employee moral and is consistent with company mission, vision and customer service policy. 

    ASSESSMENT CRITERION 2 
    2. The description of the organisational chain of command and reporting structure is clear and consistent with the organisational management hierarchy, including purpose and functions of the respective levels of management. 

    ASSESSMENT CRITERION 3 
    3. The identification of business units within the organisation and description of their functions and activities is clear and consistent with organisational structure, operational and work flow charts. 

    ASSESSMENT CRITERION 4 
    4. The identification of internal and external suppliers and support service providers conforms to operational and work flow charts, as well as records of external suppliers/support service providers. 

    SPECIFIC OUTCOME 2 
    Operate within a customer service system. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The identification, and description of the customer service chain is clear and consistent with all organisational customer service activities required to satisfy the changing needs of the customer, as depicted by the organisational customer service model. 

    ASSESSMENT CRITERION 2 
    2. The identification and demonstration of the specific responsibilities and activities required by the learner`s job within the customer service chain is clear and consistent with the learner`s job description and key performance areas. 

    SPECIFIC OUTCOME 3 
    Identify customer requirements and expectations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The identification of customers is clear and is consistent with organisational customer profiles. 

    ASSESSMENT CRITERION 2 
    2. The description of service standards rendered, as perceived from the customer`s viewpoint, is consistent with feedback obtained from internal/external customer service audits. 

    ASSESSMENT CRITERION 3 
    3. The identification and analysis of flaws and barriers in the customer service system is clear and consistent with management inspections and customer feedback. 

    ASSESSMENT CRITERION 4 
    4. The categorisation of customer personalities/anticipated behaviour is accurate and improves customer relations through pro-active customer service response. 

    SPECIFIC OUTCOME 4 
    Deal with customer requirements and complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The description of a clear customer service complaint process is consistent with company customer service policy and demonstrates a positive, creative and assertive attitude towards the organisation, as well as the customer, which leads to resolving complaints in a logical and professional manner. 

    ASSESSMENT CRITERION 2 
    2. The description of after-sales service is clear and consistent with company policy and regulations. 

    ASSESSMENT CRITERION 3 
    3. The identification and articulation of the `moments of truth` throughout the customer service chain, as perceived by the customer, is accurate, leads to the improvement of service standards and is consistent with agreed organisational standards and values. 

    ASSESSMENT CRITERION 4 
    4. The benchmarking of actual service standards in the learners specific job environment too organisational customer service policies is accurate and recommendations for improvement leads to improved service standards. 


    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 
  • The hierarchy of human needs
  • Company mission and vision
  • Customer service from the client`s perspective
  • Relationship between customer service and company profitability
  • Interface between customer service and product/service provided
  • Telephone etiquette
  • 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
  • Customer decision making process during the purchasing phase 

  • 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 evaluating of actual customer service performance to set standards and take corrective action when required. This also breeds the ability of sensitivity to detail, logical thinking and creativity. 

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

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

    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 dealing with customers in a subtle manner with the aims of the company being kept in mind. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE QUALITY ASSURING BODY
    Core  48961   National Certificate: Construction: Crane Operations  Level 2  NQF Level 02  Reregistered  2015-06-30  CETA 
    Core  48940   National Certificate: Construction: Plant Operations  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  CETA 
    Core  48437   National Certificate: Road Transport  Level 3  NQF Level 03  Reregistered  2015-06-30  TETA 
    Elective  49555   National Certificate: Operation of Mobile Explosives Manufacturing Units  Level 3  NQF Level 03  Reregistered  2015-06-30  CHIETA 


    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. Inkqubela Consultants 
    2. LBT Learning 
    3. Learncorp 
    4. Makwedeng Training 
    5. Skills For Life 
    6. SKILLS FOR LIFE TRAINING CENTRE 



    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.