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: 

Resolve customer service problems 
SAQA US ID UNIT STANDARD TITLE
252262  Resolve customer service problems 
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 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 
The person credited with this Unit Standard will be able to manage activities of a team that has to deliver excellent customer service, which involves meeting and exceeding customer demands, selecting and implementing the best solutions to resolve customer service problems.

Learners acquiring this standard will be able to make sure that their workplace and their own working practices as well as that of their team are healthy and safe.

The qualifying learner is capable of:
  • Dealing with customer service problems.
  • Providing advice and supporting regarding the information received to facilitate problem solving.
  • Applying the best solution to resolve customer service problems.
  • Implementing the solution to customer service problems. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will be assumed competent in:
  • Communication at NQF Level 3 or equivalent.
  • Mathematical Literacy at NQF Level 3 or equivalent. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Deal with customer service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The importance of maintaining customer service levels is explained in the context of the service industries. 

    ASSESSMENT CRITERION 2 
    Information from customers about customer service problems they have raised are gathered and interpreted according to organisational requirements. 

    ASSESSMENT CRITERION 3 
    Customers are asked appropriate questions to check understanding of their customer service problems. 

    ASSESSMENT CRITERION 4 
    Problems are directed to the relevant function/section/department for input and/or assistance. 

    ASSESSMENT CRITERION 5 
    Problems are identified and recorded and the appropriate function/section/ department alerted. 

    ASSESSMENT CRITERION 6 
    Customer feedback is shared with colleagues in the required format to help identify potential customer service problems before they occur. 

    SPECIFIC OUTCOME 2 
    Provide advice and support regarding the information received to facilitate problem solving. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Problems are analysed to determine the approach to be used. 

    ASSESSMENT CRITERION 2 
    Methods of providing advice are matched to the needs of the customer. 

    ASSESSMENT CRITERION 3 
    Advice and support are provided to allow progress to be maintained. 

    SPECIFIC OUTCOME 3 
    Apply the best solution to resolve customer service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Available options for solving customer service problems are identified in line with company standards and procedures. 

    ASSESSMENT CRITERION 2 
    Colleagues are consulted with to identify and confirm the options available to solve customer service problems within agreed time frames. 

    ASSESSMENT CRITERION 3 
    Advantages and disadvantages of each option are worked out for the customer and organisation. 

    ASSESSMENT CRITERION 4 
    The best overall option for the customer and organisation is selected and applied within agreed timeframe. 

    SPECIFIC OUTCOME 4 
    Implement the solution to customer service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The proposed option for solving the customer service problem is discussed and agreed with the customer. 

    ASSESSMENT CRITERION 2 
    Action is taken to implement the option agreed with the customer. 

    ASSESSMENT CRITERION 3 
    Promises relating to resolving the customer service problem are kept and actioned within agreed timeframe. 

    ASSESSMENT CRITERION 4 
    Customers are kept informed about what is happening to resolve customer service problems. 

    ASSESSMENT CRITERION 5 
    Records are kept in required format and according to standard operating procedures. 

    ASSESSMENT CRITERION 6 
    Customers are communicated with to make sure the customer service problem has been resolved to their satisfaction. 

    ASSESSMENT CRITERION 7 
    Compromises are negotiated with customer when the customer service problem has not been solved to their satisfaction. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • 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.
  • 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 assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Legislation and regulations that affect the way in which the products and services you deal with can be delivered to customers.
  • What your customer's rights are and how these rights limit what you are able to do for your customer.
  • Industry, organisational and professional codes of practice and ethical standards that affect the way in which the products and services you deal with can be delivered to your customers.
  • Any contractual agreements that your customer have with your organisation.
  • Your organisation's products and services relevant to your customer service role.
  • The limits of your own authority and when you need to seek agreement with or permission from others.
  • Any organisational targets relevant to your job, your role in meeting them and the implications for your organisation if those targets are not met.
  • How to communicate in a clear, polite and confident way.
  • How to recognise others' needs and feelings and how to respond to those to build a good relationship.
  • Organisational procedures and systems for dealing with customer service problems.
  • How to diffuse potentially stressful situations.
  • How to negotiate.
  • The limitations of what you are able to offer your customer.
  • The implications to the organisation in terms of resources and cost when you offer your customer a solution to the problem. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve customer service problems by providing evidence on actions taken, proof of progress reported to the customer and customer satisfaction. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others by discussing options for resolving customer service problems with all parties involved. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities by resolving customer service problems promptly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information related to customer service problems so that these are accurately interpreted into organisational policies. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all team members and management by adopting communication styles appropriate to listeners and situations, including selecting an appropriate time and place. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology in the preparation and presentation of customer service problem action plans and progress reports. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by providing proof that the resolution of customer service problems affects the organisation's objectives. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of:
  • Reflecting on and exploring a variety of strategies to more effectively resolve customer service problems to meet their demands. 

  • 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  59298   Further Education and Training Certificate: Freight Forwarding and Customs Compliance  Level 4  NQF Level 04  Reregistered  2018-06-30  TETA 
    Elective  64069   Further Education and Training Certificate: Archives and Records Management  Level 4  NQF Level 04  Reregistered  2018-06-30  ETDP SETA 


    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. Aldabri 106 (Pty) Ltd 
    2. BPL Academy 
    3. Global Maritime Legal Solutions (Pty) Ltd 
    4. Learning Exchange Pty (Ltd) 
    5. METRO MINDS 
    6. Nkinane Trading Enterprise 
    7. Robertsons Cargo Consultancy (Pty) Ltd 
    8. School of Shipping 



    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.