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: 

Resolve client requests and queries 
SAQA US ID UNIT STANDARD TITLE
115498  Resolve client requests and queries 
ORIGINATOR
SGB Entrepreneurship & Small Business Development 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Generic Management 
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 
This Unit Standard aims to build high quality business enquiry services by ensuring that information provided is of a high quality and customer queries and problems are handled efficiently and quickly.

The qualifying learner is capable of:
  • Identifying customer service problems
  • Selecting the best solution to resolve customer service problems
  • Implementing the solution to customer service problems 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners accessing this qualification will be competent in:
  • Computer Literacy at NQF Level 3
  • Mathematical Literacy at NQF level 3
  • Communications at NQF Level 3. 

  • UNIT STANDARD RANGE 
    Problems include: problems first identified by customers, problems identified before the customer has noticed them, problems due to differences between customers' expectations and what the organisation can offer, problems due to a system or procedure failure and problems due to a shortfall or human error. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify customer service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information from customers about problems they have raised is gathered and interpreted according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    Customers are asked appropriate questions to check understanding of their problems. 

    ASSESSMENT CRITERION 3 
    Recurring problems are identified and the appropriate authority alerted to the need to seek solutions to the problem. 

    ASSESSMENT CRITERION 4 
    Customer feedback is shared with colleagues to help identify potential problems before they occur. 

    ASSESSMENT CRITERION 5 
    Problems with systems and procedures are identified before they begin to affect the customers. 

    SPECIFIC OUTCOME 2 
    Select the best solution to resolve customer service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Available options for solving customer service problems are identified from the range of options available within/for the organisation. 

    ASSESSMENT CRITERION 2 
    Colleagues are consulted with to identify and confirm the options available to solve problems. 

    ASSESSMENT CRITERION 3 
    Advantages and disadvantages of each option for the customer and organisation are worked out so that a decision can be made as to the most appropriate option. 

    ASSESSMENT CRITERION 4 
    The best overall option for the customer and organisation is selected together with a motivation for the choice. 

    ASSESSMENT CRITERION 5 
    Other ways of resolving problems are suggested to the customer, should the organisation/the adviser not be able to help. 

    SPECIFIC OUTCOME 3 
    Implement the solution to customer service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The proposed option for solving the problem is discussed and agreed with the customer. 

    ASSESSMENT CRITERION 2 
    Action is taken to implement the option agreed with the customer. 

    ASSESSMENT CRITERION 3 
    Promises relating to solving the problem are kept in a manner that they are easily retrievable for future reference. 

    ASSESSMENT CRITERION 4 
    Customers are kept fully informed about what is happening to solve problems. 

    ASSESSMENT CRITERION 5 
    Customers are communicated with to make sure the problem has been solved to their satisfaction. 

    ASSESSMENT CRITERION 6 
    Compromises are negotiated with customers when the problem has not been solved to their satisfaction. 


    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, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this Unit Standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding 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, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Organisation procedures.
  • Own roles and responsibilities.
  • Organisational lines of authority
  • Legislation and regulations related to the products and services supplied by the organisation
  • What your customer's rights are and how these rights limit what the organization can do
  • Industry, organisational and professional codes of practice
  • The organisation's products and services relevant to your customer service role
  • How to communicate in a clear, polite and confident way
  • How to recognise others' needs and feelings and how to respond to these to build a good relationship
  • Organisational procedures and systems for dealing with customer service problems
  • How to diffuse potentially stressful situations
  • How to negotiate
  • The limitations of what you are able to offer your customer 

  • 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 when understanding client's problems, finding solutions to them and implementing them. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, and organization when finding solutions to client problems and implementing them. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively to perform the tasks required on a daily basis. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information when finding out what client's problems are and finding solutions to them and ways of implementing the solutions. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written persuasion when dealing with clients. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively when processing information on the database. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation when seeing how problems in one area of a business affect the performance of the business as a whole. 

    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  48883   Further Education and Training Certificate: Small Business Advising (Information Support)  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Elective  50479   Further Education and Training Certificate: Advertising  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Elective  50371   Further Education and Training Certificate: Domestic Appliance Repair  Level 4  NQF Level 04  Reregistered  2023-06-30  EWSETA 
    Elective  65529   Further Education and Training Certificate: Transport Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  TETA 
    Elective  61349   National Certificate: Heritage Resource Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  CATHSSETA 
    Elective  49710   National Diploma: Development Practice  Level 5  NQF Level 05  Reregistered  2023-06-30  ETDP SETA 


    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. Artshub Institute (Pty) Ltd 
    2. Footprint Media academy Pty ltd 
    3. Jeppe College of Commerce and Computer Studies 
    4. Learning Exchange Pty (Ltd) 
    5. NEMISA 



    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.