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: 

Care for customers 
SAQA US ID UNIT STANDARD TITLE
246740  Care for customers 
ORIGINATOR ORIGINATING PROVIDER
SGB Hospitality, Gaming & Leisure   
QUALITY ASSURING BODY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
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  2012-07-01  2015-06-30  SAQA 0695/12 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30   2019-06-30  

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
8600  Care for Customers  Level 4  NQF Level 04  Complete 

PURPOSE OF THE UNIT STANDARD 
The learner achieving this unit standard will be able to meet customer needs and expectations in a positive manner and recognise and resolve customer complaints that may arise. The qualifying learner will be able to identify opportunities for enhancing the quality of service to customers, thereby enhancing their overall experience.

The benefits of this unit to the sub-sector should be very deep and widespread indeed, because it impinges on the work of almost every service provider in the industries concerned. A more caring and supportive approach to clients that meets their legitimate need leads to satisfaction and the probability of a return.

In particular, on completion of this unit standard, the learner will be able to:
  • Identify customer needs and expectations.
  • Recognise customer dissatisfaction and take action to resolve the situation.
  • Identify and use opportunities to enhance the quality of customer service.
  • Communicate with all customers. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners attempting this unit standard will show competence in Mathematical Literacy and Communication at NQF Level 3 or equivalent. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify customer needs and expectations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Main human needs including those that are mainly physical, social, emotional, esteem and intellectual are understood, and are acted upon. 

    ASSESSMENT CRITERION 2 
    Customer needs and expectations are identified, including those with specific needs. 

    ASSESSMENT CRITERION 3 
    Appropriate products and services are correctly identified and offered to customers. 

    ASSESSMENT CRITERION 4 
    All reasonable needs and requests are met within acceptable time frames. 

    ASSESSMENT CRITERION 5 
    All questions and queries are addressed with appropriate accuracy. 

    SPECIFIC OUTCOME 2 
    Recognise customer dissatisfaction and take action to resolve the situation. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Complaints are handled promptly, positively, sensitively and politely. 

    ASSESSMENT CRITERION 2 
    Customer complaints are resolved according to the level of individual need as well as company procedures. 

    ASSESSMENT CRITERION 3 
    Complaints are referred to the appropriate person, according to the individual level of customer need. 

    SPECIFIC OUTCOME 3 
    Identify and use opportunities to enhance the quality of customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Where prior requirements or requests have been made, including bookings, these are clarified with responsible persons prior to customer arrival. 

    ASSESSMENT CRITERION 2 
    Customer service standards are maintained at all times. 

    ASSESSMENT CRITERION 3 
    The needs of customers are anticipated where reasonable. 

    SPECIFIC OUTCOME 4 
    Communicate with all customers in a friendly and courteous manner. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customers are greeted courteously on arrival. 

    ASSESSMENT CRITERION 2 
    Customers are treated with the necessary respect. 

    ASSESSMENT CRITERION 3 
    Cultural sensitivities are recognized and accommodated well. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • 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 or will assess this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA
    procedures.

    Therefore anyone wishing to be assessed against this unit standard may apply to be assessed by any assessment agency, assessor or provider institution which is accredited by the relevant ETQA. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    To achieve all of the specific outcomes to the standard described in the assessment criteria implies a sound foundation of embedded knowledge. The underpinning knowledge relating to this unit standard is:
  • A good insight into the nature and variety of human needs.
  • General knowledge of South African culture, history, politics, geography and infrastructure and thorough knowledge of local area.
  • Product knowledge, for example, arrival and departure systems.
  • Basic understanding of strategies and methods for meeting customer needs and expectations.
  • Basic knowledge in dealing with a variety of customer complaints. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The ability to identify and solve problems using critical and creative thinking is developed and displayed when assisting customers with important decisions. 

    UNIT STANDARD CCFO ORGANISING 
    Self-Organisation in taking effective care of customers, which involves efficient organisational and self- management skills. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communication skills, which are employed and enhanced when dealing with customers. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Effectively caring for customers, which paints a positive image of the country and demonstrates responsible citizenship as part of personal development. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE QUALITY ASSURING BODY
    Core  67461   Further Education and Training Certificate: Event Support  Level 4  NQF Level 04  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 
    Core  61450   Further Education and Training Certificate: Film and Television Production Operations  Level 4  NQF Level 04  Reregistered  2015-06-30  MICTS 
    Core  59098   Further Education and Training Certificate: Gaming Supervision  Level 4  NQF Level 04  Reregistered  2015-06-30  CATHSSETA 
    Core  65729   Further Education and Training Certificate: Hairdressing  Level 4  NQF Level 04  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 
    Core  71729   Further Education and Training Certificate: Public Relations Practice  Level 4  NQF Level 04  Reregistered  2015-06-30  SERVICES 
    Core  71549   Further Education and Training Certificate: Tourist Guiding  Level 4  NQF Level 04  Reregistered  2015-06-30  CATHSSETA 
    Core  61609   Further Education and Training Certificate: Volunteer Support  Level 4  NQF Level 04  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 
    Elective  65949   Further Education and Training Certificate: Supervision of Construction Processes  Level 4  NQF Level 04  Reregistered  2015-06-30  CETA 
    Elective  60309   National Certificate: Sport Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2015-06-30  CATHSSETA 


    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 Quality Assuring Bodies 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 Quality Assuring Body should be notified if a record appears to be missing from here.
     
    1. Centurion Akademie (Pty) Ltd 
    2. DRINK DISPENSE SERVICES (PTY) LTD T/A DDS 
    3. Ekurhuleni West College 
    4. IN THE DOT 
    5. International Academy of Health and Skin Care (Pty) Ltd - Cape Town 
    6. LEGEND COSMETOLOGY ACADEMY PTY LTD 
    7. MSC College 
    8. Ngikwazi Field Marketing PTY (Ltd) 
    9. RoyalMnandi (Pty) Ltd 
    10. Unique Initiatives 
    11. Western College for WESTCOL 



    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.