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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Developing customer service policy 
SAQA US ID UNIT STANDARD TITLE
8255  Developing customer service policy 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5  12 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2003-12-03  2006-12-03  SAQA 1351/03 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-12-03   2010-12-03  

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 
This unit is a core standard in the qualification National Diploma in Retail/Wholesale product and service management. It is designed to transform the strategic nature of customer service policy development by creating access to research based techniques 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Basic data research and inter-relation to NQF 4 equivalent 

UNIT STANDARD RANGE 
  • Policies and procedures for customer service including customer complaints procedures, merchandise returns procedures, customer information centres, customer help-desk facilities, community project support?

    Customer feedback data including customer service satisfaction indexes, customer service questionnaires, personal customer contact ?

    Techniques for providing effective customer service delivery including training sales staff in customer service techniques, product training, promotional product training, demonstration techniques, setting targets for sales-teams at floor level, setting targets for customer satisfaction?

    A range of safety and comfort standards including extended aisles for disabled customers, restrooms for breastfeeding mothers, accessible parking bays for elderly customers, security cameras for monitoring internal and external areas of retail/wholesale outlets, amusement and childcare facilities 
    		•

    UNIT STANDARD OUTCOME HEADER 
    The demonstrated ability to make decisions and con 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    The demonstrated ability to make decisions and consider options when 
    OUTCOME NOTES 
  • Evaluating customer feedback and implementing changes to improve service delivery in retail/wholesale outlets?

    Extracting and interpreting a range of customer feedback data to monitor customer service delivery in retail/wholesale outlets?

    Implementing a range of policies and procedures for customer service in retail/wholesale outlets?

    Mobilising resources using a range of techniques for equipping sales staff to provide effective service delivery to customers in retail/wholesale outlets?

    Implementing a range of safety and comfort standards for customers in retail/wholesale outlets 
    		•

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The demonstrated ability to make decisions and consider options when: 
    ASSESSMENT CRITERION NOTES 
  • Evaluating customer feedback and implementing changes to improve service delivery in retail/wholesale outlets?

    Extracting and interpreting a range of customer feedback data to monitor customer service delivery in retail/wholesale outlets?

    Implementing a range of policies and procedures for customer service in retail/wholesale outlets?

    Mobilising resources using a range of techniques for equipping sales staff to provide effective service delivery to customers in retail/wholesale outlets?

    Implementing a range of safety and comfort standards for customers in retail/wholesale outlets 
    		•


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The Retail/Wholesale SETA (in its ETQA role) will use this standard to accredit providers. It will be done in conjunction with the HEQC who could perform the monitoring role 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The demonstrated understanding of:?

    Strategic merchandising theory?

    Organisational policies and procedures for customer service delivery ?

    Analytical skills for extracting and interpreting customer feedback data
  • Current local and international trends for marketing merchandise and promoting customer care in retail/wholesale outlets?

    Verbal, written and visual presentation techniques?

    Training and coaching techniques 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Understand the world as a set of related systems where customer service delivery lays the foundation for ongoing business success. 
    		•

    UNIT STANDARD CCFO WORKING 
  • Work with the community so that special needs are supported during service delivery to customers. 
    		•

    UNIT STANDARD CCFO ORGANISING 
  • Organise oneself and one's activities so that sufficient time is spent on coaching and equipping sales staff in effective customer service delivery 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse and critically evaluate customer feedback so that service delivery is relevant to the needs of customers 
    		•

    UNIT STANDARD CCFO SCIENCE 
  • Use science and technology effectively to provide a safe and comfortable shopping environment for customers 
    		•

    UNIT STANDARD ASSESSOR CRITERIA 
    Assessment Criteria:

    The ability to produce at least three of the following types of evidence:This evidence is to be evaluated by a registered assessor:?

    Describe current organisational policy for delivering effective customer service ?

    Develop a procedure for equipping staff to provide effective service delivery ?

    Design a system for obtaining customer feedback on service delivery?

    Demonstrate techniques for coaching staff in effective service delivery procedures?

    Produce evidence of recent changes implemented as a result of customer feedback on service delivery in retail/wholesale outlet 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  14852   National Diploma: Agri Sales and Service Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  AgriSETA 
    Core  13720   National Diploma: Retail and Wholesale, Product and Service Management Technology  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  W&RSETA 


    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.
     
    NONE 


    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.