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  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 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  2023-06-30  MERSETA 
    Core  79986   Further Education and Training Certificate: Dance Instruction  Level 4  NQF Level 04  Reregistered  2023-06-30  CATHSSETA 
    Core  50520   Further Education and Training Certificate: Library Practice  Level 4  NQF Level 04  Reregistered  2023-06-30  ETDP SETA 
    Core  49649   Further Education and Training Certificate: Long-term Insurance  Level 4  NQF Level 04  Reregistered  2023-06-30  INSETA 
    Core  66609   Further Education and Training Certificate: Retail Insurance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  66610   Further Education and Training Certificate: Short Term Insurance  Level 4  NQF Level 04  Reregistered  2021-06-30  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  2023-06-30  LG SETA 
    Core  58624   National Certificate: Library and Information Services  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2015-03-13  ETDP SETA 
    Elective  60190   National Certificate: Water and Wastewater Process Control  Level 3  NQF Level 03  Reregistered  2023-06-30  EWSETA 
    Elective  64069   Further Education and Training Certificate: Archives and Records Management  Level 4  NQF Level 04  Reregistered  2023-06-30  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  2023-06-30  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  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66089   National Certificate: Human Settlements Development  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  CETA 
    Elective  61489   National Certificate: Transport Operations  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  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. 4CUS TRADING AND PROJECTS 
    2. African Resources & Financial Training (Pty) Ltd 
    3. Agisanang SA Training 
    4. AGRI DELIGHT TRAINING AND CONSULTING 
    5. ALCARI 233 CC T/A ALCARI (Eversdal)(TP) 
    6. Alcari Learning Centre (Pty) Ltd 
    7. All Access Holdings 
    8. Almel Training 
    9. AM Risk and Training (PTY) LTD. 
    10. AMBROSER SOLUTIONS (PTY) LTD 
    11. AQUA DACTICS 
    12. ARBINET TRAINING & DEVELOPMENT 
    13. Asiphokuhle Training and Research Institute 
    14. AZIFANI PROJECTS AND TRANSPORT (PTY) LTD 
    15. BALOMAT SKILLS TRAINING ACADEMY 
    16. Bantubanye Skills 
    17. BIDA 
    18. BMW SA (Pty) Ltd (ROSSLYN) (TP) 
    19. BPC HR Solutions (PRETORIA) (TP) 
    20. BRC Solutions (Pty) Ltd 
    21. Buffalo City Fire & Emergency Services Trainig Academy 
    22. CAPRICON TVET COLLEGE 
    23. CATAGRICT IMPRIMERE 
    24. City Of Cape Town - FIRE and Rescue Services Training Academy 
    25. City of Johannesburg Emergency Services Training Academy 
    26. City of Tshwane Community Safety - FIRE 
    27. CKP Development Agency (Pty) Ltd. 
    28. Classic Human Capital Solutions 
    29. College of Production Technology 
    30. De Vries Management & Training Services cc 
    31. DONNYBROOK EDUCATION AND TRAINING COLLEGE 
    32. DSBI (Pty) Ltd 
    33. EARTH CHILD CONSULTING (PTY) LTD 
    34. EECTRICAL CONTRACTORS ASSOCIATION - ECA 
    35. EJW Financial Services (Pty) Ltd 
    36. EKURHULENI EAST COLLEGE 
    37. Ekurhuleni Metropolitian Municipal Emergency Services Training Academy 
    38. Elangeni College for FET - Pinetown Campus 
    39. EMANZINI STAFFING SOLUTIONS (PTY) LTD 
    40. EMINENCE BUSINESS SOLUTIONS (PTY) LTD 
    41. ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD 
    42. Equal Career Services (Pty) Ltd (CENTURION) (TP) 
    43. ESKOM DISTRIBUTION NORTH WESTERN REGION, BLOEMFONTEIN 
    44. Ethekwini Fire and Disaster Management Services 
    45. ETS Emergency Training Solutions (PTY) LTD 
    46. Executive People Development Solutions (Pty) Ltd 
    47. Faisit (Pty) Ltd 
    48. Foundation For People Centred Development 
    49. Goldfields Emergency Fire Services Training Academy 
    50. Haggai Contractors 
    51. ILINGE LABANTU TRAINING INSTITUTE 
    52. IMPILONHLE TRADING & PROJECTS 8 
    53. INFINITE DIMENSION CONSULTING 
    54. INFRASTRUCTURE CONSULTING ENGINEERS CC 
    55. Intec College 
    56. Intelligo Solutions Pty (Ltd) 
    57. Invuya Institute of Learning (Pty) Ltd 
    58. IQ Skills Academy (PTY) LTD. 
    59. IQRAAM DEVELOPMENT CONSULTANCY (PTY) LTD 
    60. IQRM TRAINING CC 
    61. ISHUMI LAMASHANDU TRADING 
    62. Isibuko Group Pty Ltd 
    63. IYANDA HOLDINGS (PTY) LTD 
    64. JESUA CONSULTANTS (Hartenbos) (WA) 
    65. Jesua Consultants (Pty) Ltd (MOSSEL BAY) (TP) 
    66. Jobafrik Consulting 
    67. Josmap Training Institute 
    68. JOSMAP TRAINING INSTIUTE 
    69. Kalideen Management 
    70. KALIDEEN MANAGEMENT SERVICES 
    71. KAREUBO MANAGEMENT SYSTEMS 
    72. Kgolo Institute 
    73. Khara Hais Local Municipality/Emergency Services Training Academy 
    74. Khosithi Training 
    75. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    76. Learn A Trade 
    77. LO Tantsi Fire Consultants CC. 
    78. Majuba FET College - Central Office 
    79. MAKHOKA SUPPLIERS (PTY) LTD 
    80. Masifunde Training Centre (Pty) Ltd 
    81. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    82. MILNEX - BALFOUR 
    83. Milnex - Brakpan 
    84. MMESELANE CONSTRUCTION 
    85. MOVING AHEAD DEVELOPMENT AGENCY 
    86. MPUMAMANZI ACADEMY (PTY) LTD 
    87. MPUMELELO CONSULTANCY CC 
    88. MSOGWABA YOUTH SKILLS AND TRAINING DEVELOP 
    89. MUNICIPAL TRAINING & DEVELOPMENT INSTITUTE 
    90. NEOKHU PTY LTD 
    91. NEW HOPE REVIVAL ORGANISATION 
    92. Nhlahle Development Agency 
    93. NKANYEZI FOUNDATION 
    94. NOKRAM (PTY) LTD 
    95. Northlink College - Central Office 
    96. NTI College 
    97. NTLEMO PROJECTS 
    98. Octomate (Pty) Ltd 
    99. Old Mutual Life Assurance Company South Africa 
    100. Outsurance Insurance Company Ltd 
    101. PALENQUE S A 
    102. PEAKFORD MANAGEMENT CONSULTING 
    103. Petra institute of Development (PTY) Ltd 
    104. PHAKGAMANG MATSIANA BUSINESS ENTERPRISE 
    105. Phathutshedzo Connsulting Training Provider 
    106. PRAXIS TRAINING AND CONSULTANCY (PTY) LTD 
    107. PTDEV (PTY) LTD 
    108. Ray Strodl Consulting (Pty) Ltd 
    109. RENKALEC TRAINING CENTRE 
    110. Ripple Effect 4 (Pty) Ltd 
    111. RJM Educational Consulting PTY LTD 
    112. Road Accident Fund 
    113. ROCKWELL AUTOMATION 
    114. Ronald Sewell & Associates SA (Pty) Ltd T/A Sewells (BRYANSTON) (TP) 
    115. Rural Metro Emergency Management Services (PTY)LTD 
    116. Sanlam Life Insurance Ltd 
    117. Sanlam Life Insurance Ltd. 
    118. SASOL GLOBAL LEARNING 
    119. Sasol Secunda - Emergency Management Training Academy 
    120. SIYAPHAMBILI DHN PROJECTS 
    121. Sol Plaatje Emergency Services Training 
    122. SOUTH AFRICA ADVANCED SKILLS INSTITUTE 
    123. South West Gauteng College - Central Office 
    124. Sozim Trading and Consultancy 
    125. St Francis Fire & Safety Learning Academy 
    126. SWARANANG MANAGEMENT CONSULTING CC 
    127. TAG TEC TRAINING 
    128. TALENT SCULPTURE ACADEMY 
    129. Tembe Service Providers 
    130. Tlokwe City Council Fire Brigade Services Training Centre 
    131. Tovani Trading 418cc t/a Library and Information Training Institute 
    132. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    133. TRY EASY ELECTRICAL SOLUTIONS (PTY) LTD 
    134. TSEBO KITSO TRAININGS 
    135. TSHIKAMOTHO TRADING & TRAINING 
    136. Tshwane Leadership & Management Academy/Tshwane Metro Police 
    137. Tshwane South College for (ECD Academy) 
    138. UGUDA TRAINING SERVICES 
    139. Universal Knowledge Software 
    140. Vicmat Consultants 
    141. WESTERN COLLEGE FOR WESTCOL 
    142. Wide Horizon Advanced Training (PORT ELIZABETH) (TP) 
    143. Yellow Media Learning Institute (Pty) Ltd 
    144. YN2 TRADING AND PROJECTS 
    145. 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.