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: 

Supervise customer service standards 
SAQA US ID UNIT STANDARD TITLE
118028  Supervise customer service standards 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
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  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 is intended for people who supervise service standards in wholesale and retail stores. Persons credited with this standard can select from a wide choice of procedures ranging from standard to non-standard. They are responsible for the achievement of group output.

Persons credited with this unit standard will be able to identify areas of service impact, analyse existing service standards and compare them to organisational service requirements. They will also be able to draw up and implement action plans to improve service standards. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learners has completed Grade 12 or equivalent before attempting this unit standard. 

UNIT STANDARD RANGE 
Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Implement customer service standards in accordance with the prescribed organisational requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    "Moments of truth" are explained based on their impact on customer impressions. 
    ASSESSMENT CRITERION RANGE 
    "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
     

    ASSESSMENT CRITERION 2 
    Service standards are identified as required by the organisation. 

    ASSESSMENT CRITERION 3 
    Service standards are evaluated in terms of existing service delivery. 

    ASSESSMENT CRITERION 4 
    A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

    SPECIFIC OUTCOME 2 
    Improve customer service standards. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    An action plan to improve service standards is developed within the constraints and priorities of the organisation. 

    ASSESSMENT CRITERION 2 
    The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

    ASSESSMENT CRITERION 3 
    The success of the action plan is evaluated and adapted according to identified requirements. 

    SPECIFIC OUTCOME 3 
    Oversee the handling of customer queries and complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The procedures for handling queries and complaints are explained according to organisation's policy and procedures. 

    ASSESSMENT CRITERION 2 
    The handling of queries and complaints is monitored and evaluated against the organisation's requirements. 

    ASSESSMENT CRITERION 3 
    Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Moderation:

    Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • The areas falling within the term "moments of truth".
  • Organisation's service standards.
  • Organisational procedure for handling customer queries and complaints.
  • How to compile action plans. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 

  • UNIT STANDARD CCFO WORKING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

  • UNIT STANDARD CCFO ORGANISING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 

  • UNIT STANDARD CCFO COLLECTING 
    Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

    Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
  • Service standards are identified as required by the organisation.
  • Service standards are evaluated in terms of existing service delivery.
  • A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Specific Outcome 3: Oversee the handling of customer queries and complaints.

    Assessment Criteria:
  • The procedures for handling queries and complaints are explained according to organisation's policy and procedures.
  • The handling of queries and complaints is monitored and evaluated against the organisation's requirements.
  • Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 

  • 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 
    Moment of truth in this unit standard refers to any moment where the customer forms an impression as to the service levels and image of the organisation. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50309   Further Education and Training Certificate: Environmental Practice  Level 4  NQF Level 04  Reregistered  2018-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2018-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Reregistered  2018-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  67463   Further Education and Training Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Reregistered  2018-06-30  MICTS 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  64209   Further Education and Training Certificate: Metals Production  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  72050   Further Education and Training Certificate: Pharmacist Assistance  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 


    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. A4 Consultancy CC 
    2. ABA Sebenzi 
    3. ABEMS Training Institute (PTY) Ltd. 
    4. AboutLearning 
    5. Aboutlearning Pty Ltd 
    6. Amadwala 623 CC 
    7. ArcelorMittal South Africa Ltd (VANDERBIJLPARK) (TP) 
    8. Asiphokuhle Training and Research Institute 
    9. Atlegang Training Consulting 
    10. AURECON TRAINING ACADEMY 
    11. AVAX SA 481 CC. T/A Mandisa Development Services 
    12. Bantubanye Skills 
    13. Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) 
    14. Bikologix Projects 
    15. Blitz Skills Developers 
    16. Boikgantsho Consulting & Events 
    17. Braune Training (Pty) Ltd 
    18. Buffalo City Public FET College - East London Campus 
    19. Calicom Trading 215 (Pty) Ltd 
    20. CENTRAL BUSINESS ACADEMY (PTY) LTD 
    21. College of Production Technology 
    22. Columbus Stainless (Pty) Ltd (MIDDELBURG) (TP) 
    23. Continuing Education Programme 
    24. Creative Thinking Trading 524 
    25. CTC College(PTY) LTD. 
    26. Dean Institute Of Learning (Pty) Ltd 
    27. Edutel Wholesale & Retail Academy 
    28. Edutraining Business College 
    29. Ekurhuleni West Public FET College - Germiston Campus 
    30. Elective Training Institute Enterprise CC 
    31. Environmental Leadership Academy 
    32. Etata Trading cc T/A ETATA Training (ALTON) (TP) 
    33. Gijima AST Holdings (Pty) Ltd T/A Industrial Skills Development (Tlhah 
    34. Gijima Holdings (Pty) Ltd T/A Industrial Skills Development - Middelb 
    35. Glere Skills and Consultants 
    36. Globalwise Training & Consulting (PTY) Ltd. 
    37. Growth Management Consulting 
    38. Guest Resource Services (Pty) Ltd 
    39. Health Science Academy 
    40. Heavenly Button Trading CC 
    41. HV Consultants (Pty) Ltd (PORT ELIZABETH) (TP) 
    42. Icando 
    43. Independent Development Trust 
    44. Institute for Local Government and Housing 
    45. Institute of Health and Social Care Studies 
    46. Institute of Professional Studies and Services (Pty) Ltd 
    47. ITO Focus Reagile 
    48. Jobafrik Consulting 
    49. Josmap Training Institute 
    50. Keewave Trading 403 (Pty) Ltd T/A VH Consulting (DURBAN) (TP) 
    51. Kgolo Institute 
    52. Kgotla Trading Enterprise 
    53. Khosithi Training 
    54. Khula Nonke Training & Development 
    55. Lapa La Afrika Farming and Projects 
    56. Letlhokoa Management Services CC 
    57. Liza Gresse Consulting 
    58. Lorpen Investments 
    59. M.I.C. Training and Development 
    60. Makavila Suppliers CC. 
    61. Mamuhle Projects (PTY) Ltd 
    62. Mangalani Business Enterprises 
    63. Marcado Human Resources Strategies 
    64. Marrian Ridge Computer Centre (Pty) Ltd 
    65. Masstores (Pty) Ltd 
    66. MCD Training Centre (Pty) Ltd (MEYERTON) (TP) 
    67. Mercedes Benz South Africa (Pty) Ltd (CENTURION) (TP) 
    68. Mercedes Benz South Africa (Pty) Ltd (EAST LONDON) (TP) 
    69. Mgwezane Training and Events Management CC. 
    70. Mission Point Trading 69 
    71. MML Consulting CC. 
    72. Mod-Mosh Projects and Consulting (PTY) LTD 
    73. Mohlaje Solutions (Pty) Ltd 
    74. MZANSI SKILLS BASE CC (Selby)(TP) 
    75. Nemalale Eagles Consultancy CC 
    76. Nhlahle Development Agency 
    77. Nissan SA (Pty) Ltd (ROSSLYN) (TP) 
    78. Nkinane Training Institute and Consulting (Pty) Ltd 
    79. NOFESA cc 
    80. NOMAKU TRADERS CC 
    81. Northlink College - Protea Campus 
    82. NS Global Academy 
    83. Ntsangalala Business Enterprise 
    84. Nyankwavi Investment CC. 
    85. Occupation-Defined Learning 
    86. Owl Business Training (Pty) Ltd 
    87. PFIM Trading (Pty) Ltd 
    88. Pharmacy Training and Development Project Sefako Makgatho Health Scie 
    89. Planet Waves 237 (Pty) Ltd T/A Occupational Learning Centre (OLC) (PRE 
    90. PMA Holdings (PTY ) LTD. 
    91. POTCH - UTC (PTY) LTD 
    92. Power Rush Trading 170 CC. 
    93. QTE Training & Consulting cc T/A QTE (GERMISTON) (TP) 
    94. RMCII Solutions (Pty) Ltd 
    95. Russ Projects T/A Academy Workplace Development (AWD) (HARRIETDALE) (T 
    96. SDTSA Training Providers 
    97. Seige Trading Solutions 
    98. Senelo Trading CC 
    99. Shoprite Checkers 
    100. Siljeur Training Academy 
    101. SMITHS MANUFACTURING (PTY) LTD (New Germany)(TP) 
    102. SOUTHPRO SKILLS DEVELOPMENT 
    103. Spar Group Ltd 
    104. SWARANANG MANAGEMENT CONSULTING CC 
    105. Talent Emporium Academy (PTY) Ltd 
    106. TC Skills Development & Training Centre 
    107. Thando Consulting Services 
    108. The Crimson CO CC. 
    109. Thembeni Skills Development Trading and Projects 
    110. Thubelihle Graduate Institute 
    111. Tlaletso Consultants 
    112. TLD Consulting 
    113. Tradesman Consulting and Training Solutions 
    114. Tsebong Training Centre 
    115. Tshepang Consulting & Project 
    116. Tshwane Skills Training Centre 
    117. Tshwane Training Institute (PTY) LTD. 
    118. TSK Projects 
    119. Twin Peak Technologies 
    120. Ubuhle HR & Management Consultants 
    121. Ubuqhawe Consulting (Pty) Ltd 
    122. Ukhamba Quality Skills 
    123. ULM Campus Pharmacy Training and Development 
    124. University of Venda 
    125. Vhutshilo Health And Training Organisation 
    126. Vicmat Consultants 
    127. Vutivi Training and Skills Development 
    128. Wildlife and Environment Society of South Africa 
    129. Woolworths Pty Ltd 
    130. Ya Hina Management Consulting and projects 



    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.