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: 

Apply the skills of customer care in a specific work environment 
SAQA US ID UNIT STANDARD TITLE
119676  Apply the skills of customer care in a specific work environment 
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 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 will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face.

The qualifying learner is capable of:
  • Explaining the principles of impressive customer service in the context of a specific industry and organisation.
  • Applying knowledge of personality styles to respond appropriately to a customer.
  • Analysing information in order to provide customer service.
  • Suggesting innovative solutions to respond to queries and improve customer service.
  • Managing the relationship to retain customers. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Communication at NQF Level 3.
  • Mathematical Literacy at NQF Level 3. 

  • UNIT STANDARD RANGE 
    The typical scope of this Unit Standard is:
  • Customers may be internal or external clients.
  • Behaviour refers to both verbal and non verbal aspects and should reflect Emotional Intelligence.
  • Ways of overcoming objections include, but are not limited to, empathy, conflict resolution and questioning techniques.
  • Presentations may be verbal or written.
  • Formats include, but are not limited to, telephonic exchanges, verbal presentations, emails, faxes, letters or reports.
  • Appropriate language is adapted for the specific audience and purpose and should avoid the use of jargon. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain the principles of impressive customer service in the context of a specific industry and organisation. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Current theories of customer service are researched in order to identify trends. 

    ASSESSMENT CRITERION 2 
    Case studies are analysed to identify instances of impressive customer service. 

    ASSESSMENT CRITERION 3 
    Case studies are analysed to identify instances of unacceptable customer service and suggestions are made as to how each situation could be handled differently. 

    ASSESSMENT CRITERION 4 
    The implications of poor customer service are explained from the point of view of the individual, the customer and the organisation. 

    ASSESSMENT CRITERION 5 
    The consequences of non-compliance with an organisation's policies and procedures in dealing with customers are explained with examples. 

    SPECIFIC OUTCOME 2 
    Apply knowledge of personality styles to respond appropriately to a customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Different personality styles are investigated in order to understand interpersonal behaviour. 

    ASSESSMENT CRITERION 2 
    Own behaviour and that of three other people are analysed to determine personality style. 

    ASSESSMENT CRITERION 3 
    Anticipated behaviour is explained for selected personality styles and scenarios and an indication is given of how to respond appropriately in each situation. 

    ASSESSMENT CRITERION 4 
    Ways of overcoming objections or obstacles are demonstrated for at least two personality styles. 

    SPECIFIC OUTCOME 3 
    Analyse information in order to provide customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information that is needed to address a query is gathered and analysed to determine an appropriate response. 

    ASSESSMENT CRITERION 2 
    Background, industry, organisation and product knowledge are applied to a situation to ensure a comprehensive response. 

    ASSESSMENT CRITERION 3 
    The information is presented to the customer in the appropriate language, format and style. 

    ASSESSMENT CRITERION 4 
    The consequences of providing inadequate or incomplete responses to queries are explained with examples. 

    SPECIFIC OUTCOME 4 
    Suggest innovative solutions to respond to queries and improve customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The conventional responses to frequently asked questions are analysed and suggestions are made as to how the responses could be improved to enhance customer satisfaction. 

    ASSESSMENT CRITERION 2 
    The concept of ownership in customer care is explained with reference to the benefits of ownership to the individual, customer and organisation. 

    ASSESSMENT CRITERION 3 
    An organisation's customer service related policies and procedures are analysed and suggestions are made for possible adjustments or improvements. 

    SPECIFIC OUTCOME 5 
    Manage client relationships to retain customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Reasons why an organisation would actively attempt to retain customers are identified for a specific organisation. 

    ASSESSMENT CRITERION 2 
    The concept of customer loyalty is explained with examples. 

    ASSESSMENT CRITERION 3 
    Ways in which an organisation actively attempts to retain customers are analysed for three different organisations. 

    ASSESSMENT CRITERION 4 
    The cost implications of customer management are explained with examples. 


    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.
  • 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 with 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 with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA according to the policies and guidelines for assessment and moderation of that ETQA, at its discretion, in terms of agreements reached about assessment and moderation between various ETQAs (including professional bodies). 

  • 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 
    Learners are able to identify and solve problems in which responses show that responsible decisions using critical thinking have been made in suggesting innovative responses to queries and ways to improve customer service. 

    UNIT STANDARD CCFO COLLECTING 
    Learners are able to collect, organise and critically evaluate information in researching current theories of customer service and gathering information to address a query. 

    UNIT STANDARD CCFO COMMUNICATING 
    Learners are able to communicate effectively in providing customer service and presenting information to customers in an appropriate format. 

    UNIT STANDARD CCFO DEMONSTRATING 
  • Learners are able to demonstrate an understanding of the world as a set of related systems by recognising the relationship between customer retention and customer service and explaining the consequences of inadequate responses.
  • Learners are able to demonstrate cultural sensitivity in providing customer service to a diverse customer base and adapting language and responses to best service customer needs. 

  • 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  64289   Further Education and Training Certificate: Automotive Sales and Support Services  Level 4  NQF Level 04  Reregistered  2018-06-30  MERSETA 
    Core  79986   Further Education and Training Certificate: Dance Instruction  Level 4  NQF Level 04  Reregistered  2018-06-30  CATHSSETA 
    Core  50520   Further Education and Training Certificate: Library Practice  Level 4  NQF Level 04  Reregistered  2018-06-30  ETDP SETA 
    Core  49649   Further Education and Training Certificate: Long-term Insurance  Level 4  NQF Level 04  Reregistered  2018-06-30  INSETA 
    Core  66609   Further Education and Training Certificate: Retail Insurance  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Core  66610   Further Education and Training Certificate: Short Term Insurance  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Core  64390   National Certificate: Emergency Services Supervision: Fire and Rescue Operations  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  LG SETA 
    Core  58624   National Certificate: Library and Information Services  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  ETDP SETA 
    Elective  60190   National Certificate: Water and Wastewater Process Control  Level 3  NQF Level 03  Reregistered  2018-06-30  EWSETA 
    Elective  64069   Further Education and Training Certificate: Archives and Records Management  Level 4  NQF Level 04  Reregistered  2018-06-30  ETDP SETA 
    Elective  58801   Further Education and Training Certificate: Environmental Noise Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  LG SETA 
    Elective  65989   Further Education and Training Certificate: Human Settlements Development  Level 4  NQF Level 04  Reregistered  2018-06-30  CETA 
    Elective  57613   Further Education and Training Certificate: Short-Term Risk Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  INSETA 
    Elective  66613   Further Education and Training Certificate: Wealth Management  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66089   National Certificate: Human Settlements Development  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  CETA 
    Elective  61489   National Certificate: Transport Operations  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  TETA 


    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. ADVTECH RESOURCING (PTY) LTD 
    2. African Resources & Financial Training (Pty) Ltd 
    3. ALCARI 233 CC T/A ALCARI (Eversdal)(TP) 
    4. Alcari Learning Centre (Pty) Ltd 
    5. BHUKULANI UMUSA TRADING AND PROJECTS 
    6. BMW SA (Pty) Ltd (ROSSLYN) (TP) 
    7. BRC SOLUTION CC 
    8. Bridgestone South Africa (Pty) Ltd - Isando Branch (ISANDO) (TP) 
    9. Buffalo City Fire & Emergency Services Trainig Academy 
    10. CHERYL CARTER & ASSOCIATES 
    11. City Of Cape Town - FIRE and Rescue Services Training Academy 
    12. City of Johannesburg Emergency Services Training Academy 
    13. City of Tshwane Community Safety - FIRE 
    14. CKP Development Agency cc 
    15. EJW Financial Services (PTY) Ltd 
    16. Ekurhuleni Metropolitian Municipal Emergency Services Training Academy 
    17. Equal Career Services (Pty) Ltd (CENTURION) (TP) 
    18. ETS Emergency Training Solutions (PTY) LTD 
    19. Executive People Development Solutions(PTY) Ltd 
    20. faisit (Pty) Ltd 
    21. Insurance Technical School 
    22. Intelligo Solutions Pty (Ltd) 
    23. InvestmentWise 
    24. Invuya Institute of Learning 
    25. Isambulela Group Administrator Pty Ltd 
    26. JAGUAR LAND ROVER (SOUTH AFRICA)(PTY) LTD (Irene)(TP) 
    27. JESUA CONSULTANTS (Hartenbos) (WA) 
    28. Jesua Consultants (Pty) Ltd (MOSSEL BAY) (TP) 
    29. Josmap Training Institute 
    30. Kalideen Management 
    31. Khara Hais Local Municipality/Emergency Services Training Academy 
    32. License to Skill 
    33. MAREMATLOU TRADING CC 
    34. Masifunde Training Centre 
    35. Mercedes Benz South Africa (Pty) Ltd (CENTURION) (TP) 
    36. MMI Group LTD 
    37. MTL TRAINING AND PROJECTS 
    38. Mutual & Federal Ins Co Ltd 
    39. Nhlahle Development Agency 
    40. Octomate 
    41. Old Mutual Life Assurance Company South Africa 
    42. Outsurance Insurance Company Ltd 
    43. Planet Waves 237 (Pty) Ltd T/A Occupational Learning Centre (OLC) (PRE 
    44. PRIOR LEARNING CENTRE 
    45. Protea Tyres (Nelspruit) (TP) 
    46. REGEN TECHNICAL INSTITUTE 
    47. RICHTEK CAMPUS. UMFOLOZI COLLEGE 
    48. Ripple Effect 4 (Pty) Ltd 
    49. RJM Educational Consulting PTY LTD 
    50. Ronald Sewell & Associates SA (Pty) Ltd T/A Sewells (BRYANSTON) (TP) 
    51. RSC The Knowledge Network (Pty) Ltd 
    52. Rural Metro Emergency Management Services (PTY)LTD 
    53. Sanlam Life Insurance Ltd 
    54. Telesure Investment Holdings 
    55. Tshwane Leadership & Management Academy/Tshwane Metro Police 
    56. Umfolozi FET College - Richtek Campus for Vocational Education 
    57. Volkswagen Group South Africa Training Academy (Cape Town) (TP) 
    58. Volkswagen of South Africa (Pty) Ltd (CENTURION) (TP) 
    59. Workers Academy of Insurance 
    60. Ziphi Nkomo Training Services 



    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.