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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Apply the basic skills of customer service 
SAQA US ID UNIT STANDARD TITLE
114974  Apply the basic skills of customer service 
ORIGINATOR
SGB Insurance and Investment 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Finance, Economics and Accounting 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 2  NQF Level 02 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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 provides a broad introduction to customer services and includes both internal and external customers. The focus is knowledge, skills, values and attitudes in relation to the learner's own context and experience of the world of work.

The qualifying learner is capable of:
  • Explaining customer service.
  • Engaging in an interaction with a customer.
  • Demonstrating communication skills in responding to a customer.
  • Processing a query in order to respond to a customer need. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners should:
  • Hold a GETC or equivalent qualification.
  • Be competent in communication and mathematical literacy NQF level 1. 

  • UNIT STANDARD RANGE 
    The typical scope of this Unit Standard is:
  • Customer enquiries from internal and external customers including, but not limited to, needs, problems, complaints, requests for specific information and enquiries of a general nature.
  • Customer interaction may be face to face and/or on the telephone.
  • An approach to a customer includes, but is not limited to resolving conflict, dealing with aggression, empathy and awareness of issues of diversity. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain customer service in a financial services environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The concept of good customer service is explained with reference to a business sectorand an organisation's competitive edge. 

    ASSESSMENT CRITERION 2 
    Different types of customer are identified within a specific organisation. 

    ASSESSMENT CRITERION 3 
    The consequences of poor service are identified with reference to the customer, the employee and the organisation. 

    ASSESSMENT CRITERION 4 
    The procedure for escalating queries is explained with reference to own limit of authority. 

    SPECIFIC OUTCOME 2 
    Engage in an interaction with a customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    An interaction with a customer is opened with reference to an organisation's internal standards. 

    ASSESSMENT CRITERION 2 
    Information is requested to clarify the need. 

    ASSESSMENT CRITERION 3 
    The customer's needs are identified and reflected back to the customer to confirm understanding. 

    ASSESSMENT CRITERION 4 
    Non-verbal communication clues are used to determine an approach to the interaction. 

    ASSESSMENT CRITERION 5 
    An interaction is closed with reference to an organisation's internal standards. 

    SPECIFIC OUTCOME 3 
    Demonstrate communication skills in order to respond to a customer need. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Active listening skills are demonstrated in three different customer service interactions. 

    ASSESSMENT CRITERION 2 
    Keywords are identified in a customer dialogue and used to formulate an appropriate response. 

    ASSESSMENT CRITERION 3 
    The main details of the customer's needs, request, query or complaint are recorded and the entry is checked for accuracy with the customer. 

    SPECIFIC OUTCOME 4 
    Process a query in order to respond to a customer need. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information about the customer and the need is used to formulate an appropriate response. 

    ASSESSMENT CRITERION 2 
    The response is communicated to the customer using appropriate language. 

    ASSESSMENT CRITERION 3 
    Enquiries outside own level of authority are escalated to the appropriate party. 

    ASSESSMENT CRITERION 4 
    An agreement on follow up actions is reached with the customer. 

    ASSESSMENT CRITERION 5 
    Feedback on the progress of a query is given to the customer. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    This Unit Standard will be internally assessed by the provider and moderated by a moderator registered by a relevant accredited ETQA or an ETQA that has a Memorandum of Understanding with the relevant accredited ETQA. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    N/A 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems in responding to and processing a customer query. 

    UNIT STANDARD CCFO WORKING 
    The learner is able to work effectively with others as a member of a team or organisation in responding to customer queries and escalating enquiries that are outside the level of own authority. 

    UNIT STANDARD CCFO ORGANISING 
    The learner is able to organise and manage him/herself and his/her own activities responsibly and effectively in dealing with queries and knowing when to escalate the problem to another authority. 

    UNIT STANDARD CCFO COLLECTING 
    The learner is able to collect, organise and critically evaluate information in providing customer service. 

    UNIT STANDARD CCFO COMMUNICATING 
    The learner is able to communicate effectively in responding to customer queries. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to demonstrate an understanding of the world as a set of related systems by recognising the consequences of poor customer service. 

    UNIT STANDARD CCFO CONTRIBUTING 
    The learner is able to be culturally sensitive in engaging in interactions with customers in a business environment. 

    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  67569   National Certificate: Electronics Manufacturing and Assembly  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  MERSETA 
    Core  48783   National Certificate: Financial Services  Level 2  NQF Level 02  Reregistered  2018-06-30  INSETA 
    Core  65769   National Certificate: Glazing  Level 2  NQF Level 02  Reregistered  2018-06-30  CETA 
    Core  59326   National Certificate: International Trade  Level 2  NQF Level 02  Reregistered  2018-06-30  TETA 
    Core  49648   National Certificate: New Venture Creation (SMME)  Level 2  NQF Level 02  Reregistered  2018-06-30  SERVICES 
    Core  65929   National Certificate: Waterproofing  Level 2  NQF Level 02  Reregistered  2018-06-30  CETA 
    Core  49089   National Certificate: Financial Services  Level 3  NQF Level 03  Reregistered  2018-06-30  INSETA 
    Core  50541   National Certificate: Locksmithing  Level 3  NQF Level 03  Reregistered  2018-06-30  SAS SETA 
    Core  57804   National Certificate: Public Administration  Level 3  NQF Level 03  Reregistered  2018-06-30  PSETA 
    Elective  58955   National Certificate: Chemical Manufacturing  Level 2  NQF Level 02  Reregistered  2018-06-30  CHIETA 
    Elective  58144   National Certificate: Music Industry Practice  Level 2  NQF Level 02  Reregistered  2018-06-30  CATHSSETA 


    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. Buscor 
    2. Faisit (Pty) Ltd 
    3. Global Maritime Legal Solutions (Pty) Ltd 
    4. Indub Trading c.c. 
    5. Institute for Quality cc 
    6. Intec College 
    7. Leon Liedeman and Associates 
    8. MMI Group LTD 
    9. Old Mutual Life Assurance Company South Africa 
    10. P and R Development and Training (Pty) Ltd 
    11. RAMAZWI SECURITY SERVICES CC 
    12. RJM Educational Consulting PTY LTD 
    13. SA Maritime School and Transport College 
    14. Sanlam Life Insurance Ltd. 
    15. THE SCHOOL OF ADVANCED LOCKSMITHING PTY LTD 
    16. Wavelength T.T.I 



    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.