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: 

Inform client of planned process and follow-up on requests 
SAQA US ID UNIT STANDARD TITLE
115500  Inform client of planned process and follow-up on requests 
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 through ensuring good quality and customer queries are handled efficiently and quickly.

The person credited with this Unit Standard is able to inform and keep the client updated of the process after application for assistance.

The qualifying learner is capable of:
  • Communicating the steps of the process that will be followed to the client.
  • Updating the client of the progress of their request.
  • Performing follow-up process on requests and queries. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners accessing this Unit Standard will be competent in Computer Literacy, Mathematical Literacy and Communications at NQF level 3 or equivalent. 

    UNIT STANDARD RANGE 
    The following elements include but are not limited to:
  • Contact details: names and telephone number of relevant advisor.
  • Communication: verbal, written, fax, e-mail. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Communicate the steps of the process that will be followed to the client. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The process to be followed to assist the client with his/her problem/query is explained to client orally 

    ASSESSMENT CRITERION 2 
    The way in which progress with the problem/query will be reported to the client is explained to the client and understanding is checked orally and in writing if necessary. 

    ASSESSMENT CRITERION 3 
    Contact details are given to client for future reference. 

    SPECIFIC OUTCOME 2 
    Update the client on the progress of their request. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Contact sessions between operator/advisor and client are recorded in correct format and in line with organisational procedures. 

    ASSESSMENT CRITERION 2 
    Progress information is communicated to client within agreed timeframes and according to correct organisational procedures. 

    ASSESSMENT CRITERION 3 
    Security of information is complied with in accordance with company standards. 

    SPECIFIC OUTCOME 3 
    Perform follow-up process on requests and queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Requests and queries not yet dealt with are identified and reasons for non-completion of the task are determined from the person responsible. 

    ASSESSMENT CRITERION 2 
    Reasons for non-follow-up are explained to the customer and time period for completion of the task is agreed to with the client. 

    ASSESSMENT CRITERION 3 
    Follow-up of client requests and queries is performed within agreed timeframes. 

    ASSESSMENT CRITERION 4 
    Reports on follow-up are generated and finalised according to organisational procedures and policies. 


    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.
  • Effective communication
  • Organizational lines authority 

  • 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 identifying reasons for lack of progress with implementation of plans and trying to find solutions. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organization when finding out from others what information needs to be conveyed to clients. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively to perform the functions required in the work situation. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information when explaining reasons for delays in implementation and progress with implementation to the client. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written persuasion when communicating information to the client 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively when accessing information from 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 that problems with implementation of plans in one section of the 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  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.