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 principles of customer care in client interactions 
SAQA US ID UNIT STANDARD TITLE
252170  Apply the principles of customer care in client interactions 
ORIGINATOR
SGB Secondary Agriculture: Processing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 01 - Agriculture and Nature Conservation Secondary Agriculture 
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 
A person credited with this unit standard will be able to:
  • Utilise communication skills to enhance customer service.
  • Adhere to ethical standards in all dealings with clients.
  • Provide adequate responses to a client's query or complaint.
  • Assist clients with constructive advice and information. 

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

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the communication skills that are required to provide customer care. 
    OUTCOME RANGE 
    Includes but is not limited to:
  • Role of customer care, definition of "service" and "care", punctuality, courtesy, person-to-person communication, KISS (Keep IT Simple Stupid), telephone etiquette, language barriers, appropriate language and slang. 

  • ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The positive role that providing customer care has on building and maintaining relationships with clients is explained. 

    ASSESSMENT CRITERION 2 
    The definition of "service" and "care" in terms of the interactions with a client are detailed and the necessity of consciously adhering to these principles when dealing with a client is explained. 

    ASSESSMENT CRITERION 3 
    The importance that punctuality plays in obtaining the professional respect from a client is indicated. 

    ASSESSMENT CRITERION 4 
    The principles of courtesy and the manner in which these should be demonstrated, are described. 

    ASSESSMENT CRITERION 5 
    The communication skills that should be employed to achieve mutual understanding in a person to person discussion, are described. 

    ASSESSMENT CRITERION 6 
    The necessity of being concise, by applying the KISS principle, in both written and verbal communications is explained. 

    ASSESSMENT CRITERION 7 
    The principles of good telephone etiquette are detailed and the moderation of tone and speed that ensures comprehension is described. 

    ASSESSMENT CRITERION 8 
    The communication problems that a language barrier poses are indicated and the methods of overcoming these to ensure mutual understanding are explained. 

    ASSESSMENT CRITERION 9 
    The importance of using the appropriate language when interacting with a client and the possible consequences of using slang are indicated. 

    SPECIFIC OUTCOME 2 
    Describe the appropriate ethics that must be adhered to when interacting with clients. 
    OUTCOME RANGE 
    Includes but is not limited to:
  • Ethical standards and conduct, neat appearance and dress code, good manners, appreciation of diversity, corruption, confidentiality. 

  • ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The necessity of upholding the ethical standards and conduct of the company and the long term benefits that will result are indicated. 

    ASSESSMENT CRITERION 2 
    The importance of maintaining a neat appearance and adhering to the recommended dress code, as per the company's guidelines is explained. 

    ASSESSMENT CRITERION 3 
    The positive response that the use of good manners has on a clients perception of good service is described. 

    ASSESSMENT CRITERION 4 
    The necessity of showing an appreciation of diversity when interacting with clients is explained and the various aspects to take into consideration, are detailed. 
    ASSESSMENT CRITERION RANGE 
    The aspects include but are not limited to:
  • Age, gender, cultural sensitivity, religious orientation, race, disability.
     

  • ASSESSMENT CRITERION 5 
    The "weakest link" concept and the way this applies to corruption and the negative result this has on the personal and company's image is described. 

    ASSESSMENT CRITERION 6 
    The importance of maintaining confidentiality regarding the client's production processes or any potentially sensitive information is explained. 

    SPECIFIC OUTCOME 3 
    Respond to a customers request or complaint. 
    OUTCOME RANGE 
    Includes but is not limited to:
  • Necessity of responding, consequences of not supplying an adequate response, research to formulate response, procedures for written responses, SOPs(Standard Operating Procedures), personality types, facial expressions and body language, discretion, maintain composure, confirm verbal undertakings. 

  • ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The necessity to respond to a client's feedback, whether positive or negative, is indicated and the need to communicate the reply as soon as possible is explained. 

    ASSESSMENT CRITERION 2 
    The consequences of not supplying an adequate or timeous response are described. 

    ASSESSMENT CRITERION 3 
    The importance of conducting the necessary research to verify the client's claims or assertions, to formulate an appropriate response, is explained. 

    ASSESSMENT CRITERION 4 
    The procedures for the communication of a written response, as per the company's SOPs are described. 

    ASSESSMENT CRITERION 5 
    The recognition of the various personality types and the appropriate methods of responding to each type to avoid confrontation, are demonstrated. 

    ASSESSMENT CRITERION 6 
    The recognition of facial expressions and body language to gauge a clients attitude and the appropriate changes in the manner of response to allay these are demonstrated. 

    ASSESSMENT CRITERION 7 
    The importance of using discretion when dealing with a client's complaint is indicated and the primary consideration of preserving the good relationship is explained. 

    ASSESSMENT CRITERION 8 
    The need to maintain composure and project a professional image to the client, even in trying situations, is explained. 

    ASSESSMENT CRITERION 9 
    The necessity of confirming verbal undertakings in writing is emphasised. 

    SPECIFIC OUTCOME 4 
    Integrate value adding in conducting customer care. 
    OUTCOME RANGE 
    The value adding includes but is not limited to:
  • Constructive advice, respect, offer guidance/advice, give tips, provide information. 

  • ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The ways in which constructive advice will improve the clients perception of service rendering and the enhancement of the relationship, are related. 

    ASSESSMENT CRITERION 2 
    The importance of respectfully suggesting assistance and not imposing on the client is indicated. 

    ASSESSMENT CRITERION 3 
    The areas in which constructive assistance may be of benefit to a client are identified. 

    ASSESSMENT CRITERION 4 
    The positive response that the provision of new industry related information or literature will have in fostering a good relationship with the client is explained. 


    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 must be accredited as a provider through 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.

    The assessment of qualifying learners against this standard should meet the requirements of established principles. Practical assessment activities will be used, which are appropriate to the contents in which qualifying learners are working. These activities will include an appropriate combination of self and peer assessment, practical and oral assessments, observations etc.

    The assessment should ensure that all the specific outcomes, critical cross-field outcomes and essential embedded knowledge be assessed. The specific outcomes must be assessed in its own right, through oral and practical evidence. It cannot be assessed by observation only.

    The specific outcomes and essential knowledge must be assessed in relation to each other. If a qualifying learner is able to explain the essential embedded knowledge, but is unable to perform the specific outcomes, then they should not be assessed as competent. Similarly, if a learner is able to perform specific outcomes, but is unable to explain or justify their performance in terms of the essential embedded knowledge, they should not be assessed as competent.

    Evidence of the specified critical cross-field outcomes should be found, both in performance and in the essential embedded knowledge.

    Performance of specific outcomes must actively affirm target groups of qualifying learners, not unfairly discriminate against them. Qualifying learners should be able to justify their performance in terms of these values. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Embedded knowledge is reflected in the assessment criteria for each specific outcome and must be assed in its own right, through oral and written evidence. Observation cannot be the only assessment. 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
  • Reflecting on and exploring a variety of strategies to learn more effectively.
  • Participating as responsible citizens in the life of local, national and global communities.
  • Being culturally and aesthetically sensitive across a range of social contexts.
  • Exploring education and career opportunities.
  • Developing entrepreneurial opportunities. 

  • UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made by:
  • Applying the principles of conflict management when dealing with a client's complaints. 

  • UNIT STANDARD CCFO WORKING 
    The learner is able to work effectively with others as a member of a team, group, organisation or communities by:
  • Participate with others in the appraisal of current customer care procedures and offer constructive criticism to improve these. 

  • UNIT STANDARD CCFO ORGANISING 
    The learner is able to organise and manage oneself and one's activities responsibly and effectively by:
  • Preparing for a meeting with a client, ensuring that all the clients requests or queries have been fulfilled or are answerable. 

  • UNIT STANDARD CCFO COLLECTING 
    The learner is able to collect, organise and critically evaluate information by:
  • Documenting all communications with clients, including the written confirmation of any verbal undertakings or commitments. 

  • UNIT STANDARD CCFO COMMUNICATING 
    The learner is able to communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation by:
  • Compiling status reports on the interaction with clients and the feedback received. 

  • UNIT STANDARD CCFO SCIENCE 
    The learner is able to use science and technology effectively and critically, showing responsibility towards the environment and health of others by:
  • Utilising information technology and the associated electronic media to communicate with clients. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to demonstrate an understanding of the world as a set of related systems by recognizing that problem-solving contexts do not exist in isolation.
  • Evident in all Specific Outcomes. 

  • UNIT STANDARD CCFO CONTRIBUTING 
    The learner is able to contribute to the full personal development of themselves and the social and economic development of the society at large.
  • Evident in all Specific Outcomes. 

  • UNIT STANDARD ASSESSOR CRITERIA 
    Assessors must:
  • Be accredited by the relevant ETQA.
  • Hold an assessor certificate according to the current requirements.
  • Have experience or an in depth knowledge of the perishable produce exporting industry. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    The Learner:
  • Is expected to perform the specific outcomes reflected in this unit standard without direct supervision.
  • Should have access to work site procedures.
  • Should demonstrate an application of ethics and values.
  • Must apply basic principles of general safety and customer care.
  • Should demonstrate an awareness of the expectations and obligations of basic employee/employer relations including industrial relations principles.

    At this level the communication/reporting of issues arising in the workplace, is embedded in the specific outcomes and the related assessment criteria.

    It is understood that, due to the nature of the work environment and the skills level of the Learner, that the aspects of teamwork form an integral part of the necessary specific outcomes and related assessment criteria.

    The points included under the notes, should be included when the qualifying Learners are being assessed. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  65010   National Certificate: Aviation Support Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30  TETA 
    Core  63189   National Certificate: Medical Laboratory Assistance  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30   
    Core  93995   Further Education and Training Certificate: Payroll Administration Services  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  58350   Further Education and Training Certificate: Perishable Produce Exportation  Level 4  NQF Level 04  Reregistered  2023-06-30  AgriSETA 
    Elective  78323   National Certificate: Lamproom Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  MQA 
    Elective  79626   Further Education and Training Certificate: Commercial Property and Facilities Management  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 


    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. Lanseria International Airport Pty Ltd 



    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.