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: 

Improve service to customers 
SAQA US ID UNIT STANDARD TITLE
7865  Improve service to customers 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
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 5  NQF Level 05 
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 
The learner must at all times attempt to improve the relationships with customers and thereby retain as many customers as possible. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
The following unit standards are assumed to have been achieved prior to the assessment of this unit standard: `Provide customer service`. 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Obtain feedback from customers in order to improve customer service in accordance with organisational procedures. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The organisation's customer feedback procedures are described. 

ASSESSMENT CRITERION 2 
Comments on service reliability and preferences from customers are identified, recorded and constantly encouraged. 

ASSESSMENT CRITERION 3 
A trend analysis based on customer feedback and sales data is conducted. 

ASSESSMENT CRITERION 4 
Possible improvements to customer feedback systems are suggested and reasons for the suggestions given. 

SPECIFIC OUTCOME 2 
Describe the importance of improving service by taking different cultures into consideration when interacting with customers. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Various team building techniques that can be implemented are described. 

ASSESSMENT CRITERION 2 
The importance of encouraging colleagues to offer ideas to improve service to customers is explained. 

ASSESSMENT CRITERION 3 
The importance of cultural considerations when interacting with customers is explained. 

SPECIFIC OUTCOME 3 
Implement a comprehensive long term plan for raising and maintaining service levels in the organisation. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Organisational procedures and service standards are evaluated and adjusted. 

ASSESSMENT CRITERION 2 
Service improvement efforts within own area of responsibility are initiated. 

ASSESSMENT CRITERION 3 
Changes in procedures and service standards are promptly communicated to all concerned. 

ASSESSMENT CRITERION 4 
A long term plan is developed. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.
3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.
4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated knowledge and understanding" is required. 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO COLLECTING 
Collect, analyse and evaluate information:
  • Constantly encourage and record comments on service reliability from customers.
  • Identify and record changes in customers` preferences, and make suggestions for standard procedure adjustments.
  • Conduct trend analysis based on customer feedback and sales data.
  • Evaluate and adjust organisational procedures and service standards based on customer feedback and staff input.
  • Communicate changes in procedures and service standards promptly to all concerned. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively:
  • Describe the organisation`s customer feedback procedures and explain the way feedback is recorded, analysed and stored.
  • Explain the importance of encouraging colleagues to offer ideas to improve service to customers.
  • Initiate service improvement efforts within own area of responsibility and describe organisational procedures for doing this. 

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

    UNIT STANDARD NOTES 
    Recommendations and Exemplars for the design of:

    Learning / Curriculum
  • Learning should include research on current customer feedback mechanisms within the organisation.
  • The learner should be able to gather input from colleagues in other departments on desired levels of customer service.
  • Learner should be able to analyse feedback from customers and together with input from colleagues make appropriate recommendations to improve customer service within department/ organisation.
  • The learner must be able to express ideas, concepts and complex issues clearly and logically.
  • The importance of ongoing monitoring and constantly striving for service excellence should be emphasised. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  CATHSSETA 
    Core  49086   National Certificate: Auctioneering Management  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2011-02-16  Was SERVICES until Last Date for Achievement 
    Core  97228   National Certificate: Paralegal Practice  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
    Core  14109   National Diploma: Fast Food Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
    Core  61596   National Diploma: Food and Beverage Management  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  48888   National Diploma: Hiring Operations Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2016-12-31  SERVICES 
    Core  14112   National Diploma: Professional Cookery  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2015-03-13  CATHSSETA 
    Elective  14120   National Certificate: Gaming (Slots Operations)  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Elective  23433   Further Education and Training Certificate: Micro Finance  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  BANKSETA 
    Elective  20414   National Diploma: Service Management  Level 5  NQF Level 05  Reregistered  2023-06-30  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 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. 2000 SIMUNYE SECURITY TRAINING ACADEMY 
    2. ADVANCED RISK SOLUTIONS 10000 (PTY) LTD 
    3. AFRIC POLICING INSTITUTE 
    4. ARKE LEGAL ADVISORS 
    5. BATES COLLEGE OF TECHNOLOGY POLOKWANE 
    6. BOSTON ADMINISTRATION SERVICES BELLVILLE 
    7. BOSTON ADMINISTRATION SERVICES BENONI 
    8. BOSTON ADMINISTRATION SERVICES BLOEMFONTEIN 
    9. BOSTON ADMINISTRATION SERVICES BRAAMFONTEIN 
    10. BOSTON ADMINISTRATION SERVICES GERMISTON 
    11. BOSTON ADMINISTRATION SERVICES KEMPTON PARK 
    12. BOSTON ADMINISTRATION SERVICES KIMBERLEY 
    13. BOSTON ADMINISTRATION SERVICES KRUGERSDORP 
    14. BOSTON ADMINISTRATION SERVICES ORANGE GROVE 
    15. BOSTON ADMINISTRATION SERVICES POLOKWANE 
    16. BOSTON ADMINISTRATION SERVICES PRETORIA 
    17. BOSTON ADMINISTRATION SERVICES RICHARDS BAY 
    18. BOSTON ADMINISTRATION SERVICES ROODEPOORT 
    19. BOSTON ADMINISTRATION SERVICES SOMERSET WEST 
    20. BOSTON ADMINISTRATION SERVICES STANGER 
    21. BOSTON ADMINISTRATION SERVICES WELKOM 
    22. BOSTON ADMINISTRATION SERVICES WITBANK 
    23. Boston City Campus and Business College (PTY) Ltd 
    24. CAPRICON TVET COLLEGE 
    25. CENTRE FOR COMMUNITY JUSTICE AND DEVELOPMENT 
    26. Chartall Business College 
    27. Compuscan Academy 
    28. E E L PROTECTION SERVICES 
    29. Felix Risk Training Consultants 
    30. GOBELA CONSULTING 
    31. HILLCROSS BUSINESS COLLEGEPTY LTD 
    32. HJN TRAINING CC Pretoria 
    33. IN TOTO LEGAL AND CORPORATE SERVICES 
    34. JUSTICE COLLEGE 
    35. LEGAL EAGLES ACADEMY 
    36. Legal Expenses Insurance SA 
    37. MAS SAFE SECURITY CC 
    38. NETWORK FOR CAREER DEVELOPMENT 
    39. NKANGALA TRAINING CENTRE 
    40. NKANGALA TVET COLLEGE 
    41. OXY TRADING 735 CC 
    42. PHALAPHALA MANAGEMENT CONSULTING CC 
    43. RAMAZWI SECURITY SERVICES CC 
    44. SHEMULA TRADING ENTERPRISE 
    45. SIYANQOBA SEMINARS PTY LTD 
    46. SKIMOZ (PTY) LTD 
    47. SNAP SOLUTIONS NETWX PTY LTD 
    48. SOUTH AFRICAN LAW SCHOOL 
    49. THATHA ARTS 
    50. VISHAL JUNKEEPARSAD AND COMPANY INC 
    51. W Z EVENTS AND PROJECTS MANAGEMENT 



    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.