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: 

Foster and maintain customer relations 
SAQA US ID UNIT STANDARD TITLE
123258  Foster and maintain customer relations 
ORIGINATOR
SGB Transport and Logistics Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  10 
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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
113847  Foster and maintain customer relations  Level 3  NQF Level 03  10  Complete 

PURPOSE OF THE UNIT STANDARD 
The purpose of the learning credited in this unit standard is to ensure that learners are able to interact professionally with customers. Improved customer relations leads to improved customer service, which, in turn, results in business growth and profitability. Professional driving services are improved, thereby improving the image and profitability of the field of transport services. This set of competence is transferable to all other fields where services are provided to customers, and thus improves the employability of credited learners, by enhancing their understanding of the processes and the context of customer service.

Credited learners are capable of:
  • Describing organisational structures and products/services for specific contexts.
  • Operating within a customer service system according to context requirements.
  • Identifying customer needs and expectations within specific contexts.
  • Dealing with customer complaints according to specified procedures.
  • Choosing interpersonal behaviours appropriate for occupational situations. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners have already attained the competencies of Mathematical Literacy at NQF Level 2, and Communication at NQF Level 2. 

    UNIT STANDARD RANGE 
    The typical scope of this unit standard includes:
  • Controlled office or workshop environments, transport depots, open yard areas, mobile vehicles and/or customer premises.
  • Pre-transaction, transaction and post transaction customer service. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Describe organisational structures and products/services for specific contexts. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A definition and explanation of customer service is given which enhances organisational image and employee morale, and is consistent with company mission, vision and customer service policy. 

    ASSESSMENT CRITERION 2 
    The organisational chain of command and reporting structure is described in a manner that is consistent with organisational management hierarchies, including purpose and functions of the respective levels of management. 

    ASSESSMENT CRITERION 3 
    Identification of business units within the organisation and description of their functions, activities and products/services are clear and consistent with organisational structure, operational and work flow charts. 

    ASSESSMENT CRITERION 4 
    Identification of internal and external suppliers and support service providers conforms to operational and work flow charts, as well as records of external suppliers/support service providers. 

    SPECIFIC OUTCOME 2 
    Operate within a specific customer service system according to context requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Identification and description of customer service chains are clear and consistent with all organisational customer service activities required to satisfy the changing needs of the customer, as depicted by organisational customer service models. 

    ASSESSMENT CRITERION 2 
    Identification and fulfilment of the specific responsibilities and activities required within a customer service chain are clear and consistent with specified job descriptions and key performance areas. 

    SPECIFIC OUTCOME 3 
    Identify customer needs and expectations within specific contexts. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Identification of customers is clear and consistent with organisational customer profiles. 

    ASSESSMENT CRITERION 2 
    Description of service standards rendered, as perceived from customers' viewpoints, is consistent with feedback obtained from internal/external customer service audits. 

    ASSESSMENT CRITERION 3 
    Identification and analysis of flaws and barriers in the customer service system are clear and consistent with management inspections and customer feedback. 

    ASSESSMENT CRITERION 4 
    Categorisation of customer personalities/anticipated behaviour is accurate and improves customer relations through pro-active customer service response. 

    ASSESSMENT CRITERION 5 
    Inclusion of persons with disabilities is facilitated to meet specific needs. 

    SPECIFIC OUTCOME 4 
    Deal with customer complaints according to specified procedures. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Description of clear customer service complaint processes is consistent with company customer service policy and demonstrates a positive, creative and assertive attitude towards the organisation, as well as the customer, which leads to resolving complaints in a logical and professional manner. 

    ASSESSMENT CRITERION 2 
    Description of after-sales service is clear and consistent with company policy and regulations. 

    ASSESSMENT CRITERION 3 
    Identification and articulation of the 'moments of truth' throughout the customer service chain, as perceived by the customer, are accurate, leads to the improvement of service standards and are consistent with agreed organisational standards and values. 

    ASSESSMENT CRITERION 4 
    Actual service standards in a specific environment are compared to organisational customer service policies and recommendations for improvement lead to improved service standards. 

    SPECIFIC OUTCOME 5 
    Choose interpersonal behaviours appropriate for occupational situations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Identification of conflict situations and application of procedures/steps for resolving disputes/breakdowns in relations are appropriate for specific contexts. 

    ASSESSMENT CRITERION 2 
    Relationships and communication networks take account of culture, organisational level and type of customers, emphasizing honest, open and respectful dialogue. 

    ASSESSMENT CRITERION 3 
    Recommended ways of improving/modifying personal interaction techniques within a team/organisational environment are appropriate for specific context requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Assessment of learner achievements takes place at providers accredited by the relevant ETQA (RSA, 1998b) for the provision of programs that result in the outcomes specified for this unit standard.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider with the relevant ETQA.
  • The relevant ETQA according to the moderation guidelines and the agreed ETQA procedures will oversee moderation of assessment and is responsible for moderation of learner achievements of learners who meet the requirements of this unit standard. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Credited learners understand and can explain:
  • The hierarchy of human needs.
  • Organisation mission and vision.
  • Customer service from clients' perspective.
  • Relationship between customer service and company profitability.
  • Interface between customer service and product/service provided.
  • Telephone etiquette.
  • Business functions.
  • Customer service elements within the respective business functions.
  • Customer/service standard analysis.
  • Phases of customer service.
  • Moments of truth.
  • Internal customer service audit.
  • External customer service audit.
  • Job descriptions.
  • Key performance areas.
  • Activity standards.
  • General obstacles to effective customer service Weak links in the customer service chain.
  • Customer decision making process during the purchasing phase. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems where responses to problems show that such critical and creative thinking has been used to make responsible decisions for evaluating of customer service performance against set standards and taking corrective action when required. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to conduct, communicate and provide a service of excellence from the pre-transaction phase to the post-transaction phase. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematic and/or language skills in the modes of oral and/or written presentation for persuasion to effectively communicate with teams and individuals. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility towards the environment and health of others. 

    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. 

    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 
    This unit standard replaces unit standard 113847, "Foster and maintain customer relations", Level 3, 10 credits.

    Notes to assessors

    Assessors should keep the following principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the unit standard title to ensure assessment is integrated rather than fragmented. Remember that the person must be declared competent in terms of the overall unit standard outcome. Where assessment at unit standard title level is unmanageable, focus assessment around each specific outcome, or groups of specific outcomes.
  • Make sure evidence is gathered across the entire range, wherever it applies. Assessment activities should be as close to the real performance as possible, and where simulations or role-plays are used, there should be supporting evidence to show the learner is able to perform in the real situation.
  • Do not focus the assessment activities on each assessment criterion. Rather make sure the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the assessment criteria.
  • The assessment criteria provide the specifications against which assessment judgements should be made. In most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning techniques. Where this is required, there will be assessment criteria to specify the standard required.
  • The task of the assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this unit standard, that the learner can achieve the outcomes again and again and again. This means assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.
  • All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  65789   National Certificate: Construction Plant Operations  Level 2  NQF Level 02  Reregistered  2023-06-30  CETA 
    Core  63269   National Certificate: Gaming Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  CATHSSETA 
    Core  50285   National Certificate: Professional Driving  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 
    Core  64411   Further Education and Training Certificate: Automotive Spray Painting  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Core  58163   Further Education and Training Certificate: Community Recreation  Level 4  NQF Level 04  Reregistered  2023-06-30  CATHSSETA 
    Elective  49795   National Certificate: Rail Construction and Maintenance  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 
    Elective  64549   Further Education and Training Certificate: Automotive Body Repair  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  78525   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58539   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2009-02-18  Was MERSETA until Last Date for Achievement 
    Elective  78883   Further Education and Training Certificate: Autotronics  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  66249   Further Education and Training Certificate: New Venture Creation  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Elective  61670   Further Education and Training Certificate: Railway Construction and Maintenance  Level 4  NQF Level 04  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. AAH Skills and Development 
    2. Academics Dynamics (Pty) Ltd 
    3. Agisanang SA Training 
    4. Aldabri 106 Institute for Quality Pty Ltd 
    5. Algoa Bus Company 
    6. All-in-one Driving Academy 
    7. Andebe Training and Skills Development 
    8. Anderson Transport Pty Ltd 
    9. Areka Logistics Solution 
    10. Award Media (Pty) Ltd T/A Award Training (PORT ELIZABETH) (TP) 
    11. Barloworld South Africa (Pty) Ltd T/A Barloworld-Equipment (ISANDO) (T 
    12. Barloworld Transport Solutions 
    13. Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) 
    14. BMW SA (Pty) Ltd (ROSSLYN) (TP) 
    15. Bolton Business College & Computer Studies 
    16. Buscor 
    17. Central Competent Centre (Pty) Ltd (BLOEMFONTEIN) (TP) 
    18. Centre for Logistics Excellence (Pty) Ltd 
    19. CHAMDOR DRIVER TRAINING CC 
    20. Coastal Kzn F.E.T. College - Swinton Road Campus 
    21. Crossroads Distribution (Pty) Ltd - Durban 
    22. Crossroads Distribution (Pty) Ltd - Johannesburg 
    23. Crossroads Port Elizabeth 
    24. Crossroads Western Cape 
    25. D AND D LWAZI RENAISSANCE RESEARCH DEVELOPMENT INSTITUTE 
    26. Dawsons Training Academy (Pty) Ltd (DURBAN) (TP) 
    27. Dee's Training (PTY) LTD 
    28. Dees Driver Training Centre 
    29. DIONYSUS SKILLS DEVELOPMENT INITIATIVE PTY LTD 
    30. DJ Bosman Transport Pty Ltd 
    31. DON-DER TRUCK REPAIRS TRUST 
    32. Driving Sense 
    33. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    34. Eastcape Training Centre 
    35. EDU - FLEET 
    36. Ekurhuleni West Public FET College - Germiston Campus 
    37. False Bay Public FET College - Westlake Campus 
    38. First Car Care (Pty) Ltd T/A STi Autobody Repairers (GOODWOOD) (TP) 
    39. Gerotek Test Facilities 
    40. Global Maritime Legal Solutions Pty Ltd 
    41. Goldee Trading Academy 176 
    42. Golden Arrow Bus Services 
    43. Hazchemwize (PTY) Ltd 
    44. He and She Driver Training Centre 
    45. Hibiscus Skills Training College (HILLCREST) (TP) 
    46. HV Consultants (Pty) Ltd (PORT ELIZABETH) (TP) 
    47. Ikaheng HR Services Pty Ltd 
    48. Imperial Logistics Group t/a Dedicated Contracts 
    49. Imperial Technical Training Academy (GERMISTON) (TP) 
    50. Imperial Technical Training Academy (WADEVILLE) (TP) 
    51. Industry Training & Consulting cc (PRETORIA) (TP) 
    52. Inkezo HR Solutions 
    53. Inkqubela Consultants 
    54. Innovative Shared Services 
    55. Intercape Mainliner 
    56. Interstate Bus Lines 
    57. ITHEMBA INSTITUTE OF TECHNOLOGY 
    58. Iyanda Holdings(Pty) Ltd 
    59. J E G Training Centre 
    60. JESUA CONSULTANTS (Hartenbos) (WA) 
    61. Jesua Consultants (Pty) Ltd (MOSSEL BAY) (TP) 
    62. JMC TECHNICAL TRAINING (Bloemfontein)(TP) 
    63. Kempston Driving Academy 
    64. Kitta Transport Training Academy 
    65. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    66. Learncorp 
    67. Learning Exchange Pty (Ltd) 
    68. Licence Wise 
    69. Makwedeng Training 
    70. Maliwa Investment (Pty)Ltd 
    71. McCarthy Academy Cape Town (BLACKHEATH) (TP) 
    72. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    73. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    74. Mercedes Benz South Africa (Pty) Ltd (CENTURION) (TP) 
    75. Mercedes Benz South Africa (Pty) Ltd (EAST LONDON) (TP) 
    76. Mopani South East FET College - Phalaborwa Campus 
    77. Nissan SA (Pty) Ltd (ROSSLYN) (TP) 
    78. Northlink College - Bellville Campus 
    79. NOSA LOGISTICS PTY LTD 
    80. Nowethu Learning Institute cc 
    81. Onelogix 
    82. Pal Passenger Bus Services 
    83. People''s choice 
    84. Phephani Learnerships cc 
    85. Primeserv Corporate Solutions (Pty) Ltd 
    86. PUTCO Limited 
    87. Q4 Training Solutions 
    88. Qualitas Training cc (SELBY) (TP) 
    89. RAM Transport (South Africa)(Pty)Ltd 
    90. Rankin Training Solutions cc (PINETOWN) (TP) 
    91. Safe and Eco Driving (Pty) Ltd 
    92. Sedibeng Artisan Skills Training Centre (VEREENIGING) (TP) 
    93. SG Coal (Pty) Ltd (TP) 
    94. Shukela Training Centre 
    95. Skills For Life 
    96. SN Pool Transport 
    97. South African Transport Centre of Excellence 
    98. SPINA Consultancy cc Cape Town 
    99. St Anthony's Education Centre (BOKSBURG) (TP) 
    100. Tasa Training Services cc 
    101. THABO Training and Services 
    102. The Automobile Association of South Africa NPC T/A The AA Technical College(MIDRAND) (TP) 
    103. The Automobile Association of South Africa T/A AA Training Academy (MO 
    104. The Skills Matrix 
    105. Thembalethu Development 
    106. Thwala Training Services (Pty) Ltd 
    107. TIESPRO (Pty) Ltd 
    108. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    109. Tradefirst 2035 cc 
    110. Training Force 
    111. UKWAKHILE TRAINING 
    112. Umfolozi FET College - Mandeni Campus 
    113. Umgungundlovu FET College - Plessislaer Campus 
    114. Unitrans Supply Chain Solutions PL - Fuel and Chemical Division 
    115. Volkswagen of South Africa (Pty) Ltd - Technical Learning Academy (UIT 
    116. Wheelman S A 
    117. Wide Horizon Advanced Training (PORT ELIZABETH) (TP) 



    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.