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 THAT HAS PASSED THE END DATE: |
Handle a range of customer complaints |
SAQA US ID | UNIT STANDARD TITLE | |||
10025 | Handle a range of customer complaints | |||
ORIGINATOR | ||||
SGB Marketing | ||||
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY | ||||
- | ||||
FIELD | SUBFIELD | |||
Field 03 - Business, Commerce and Management Studies | Marketing | |||
ABET BAND | UNIT STANDARD TYPE | PRE-2009 NQF LEVEL | NQF LEVEL | CREDITS |
Undefined | Regular | Level 4 | NQF Level 04 | 4 |
REGISTRATION STATUS | REGISTRATION START DATE | REGISTRATION END DATE | SAQA DECISION NUMBER | |
Passed the End Date - Status was "Reregistered" |
2007-12-02 | 2008-02-19 | SAQA 1657/04 | |
LAST DATE FOR ENROLMENT | LAST DATE FOR ACHIEVEMENT | |||
2009-02-19 | 2012-02-19 |
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 is replaced by: |
US ID | Unit Standard Title | Pre-2009 NQF Level | NQF Level | Credits | Replacement Status |
252210 | Handle a range of customer complaints | Level 4 | NQF Level 04 | 4 |
PURPOSE OF THE UNIT STANDARD |
This unit standard is a core standard and forms part of the qualification, National Certificate, and is registered at Level 4 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing Environment, specialising in either; Marketing Research, Marketing Management, Marketing communication or Customer Management, where the acquisition of competence against this standard will add value to one`s job.
This standard will also add value to learners who are starting their own business and recognise that marketing forms an integral component of any business The qualifying learner is capable of: |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
Learners accessing this qualification will have demonstrated competence in communicating verbally and in writing and computer technology at Level 3 on the NQF or equivalent. |
UNIT STANDARD RANGE |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Identify the customer's problem. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. The nature of the complaint is identified and assessed. |
ASSESSMENT CRITERION 2 |
2. The origin of the complaint is identified. |
ASSESSMENT CRITERION 3 |
3. Responsibility for action to solve the problem is taken. |
ASSESSMENT CRITERION 4 |
4. The problem is documented, according to company regulations and requirements. |
SPECIFIC OUTCOME 2 |
Commit to solving the customer complaint. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Commitment to resolve the complaint is demonstrated. |
ASSESSMENT CRITERION 2 |
2. The customer is totally satisfied with the complaint process to date. |
ASSESSMENT CRITERION 3 |
3. The company provides support for both the individual and the customer. |
SPECIFIC OUTCOME 3 |
Arrange correct planning and solution to the customer's problems. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. The correct solution is applied to solve the customer's problems. |
ASSESSMENT CRITERION 2 |
2. Contact is maintained with all relevant stakeholders. |
ASSESSMENT CRITERION 3 |
3. Correct solution is applied to the customer's complaint within the agreed timeframe. |
SPECIFIC OUTCOME 4 |
Communicate with all stakeholders. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Relevant internal parties are notified of the complaint and its rooting. |
ASSESSMENT CRITERION 2 |
2. Immediate superior is notified of the customer's complaint for further action. |
ASSESSMENT CRITERION 3 |
3. The customer is communicated with regarding the outcome and progress of the solution. |
SPECIFIC OUTCOME 5 |
Provide practical business solutions. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. A partnership is arranged between suppliers and the organisation, which enhances the solution of the customer's problem. |
ASSESSMENT CRITERION 2 |
2. Relationships are built by solving the customer's complaint and by building sales. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
Providers offering learning towards this standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the services SETA and/or by GENFETQA. |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
A demonstrated understanding of:
|
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO WORKING |
Work effectively with others in the pursuit of solutions for customer complaints. |
UNIT STANDARD CCFO ORGANISING |
Organise oneself and one`s activities so that alternative solutions and strategies exist to solve the problem in the event current one`s failing. |
UNIT STANDARD CCFO COLLECTING |
Collect, evaluate, organise and critically evaluate information so that all details required to solve the customer`s complaint is obtained, recorded and used. |
UNIT STANDARD CCFO COMMUNICATING |
Communicate effectively with all customers and other stakeholders in the resolution of the customer`s complaint. |
UNIT STANDARD CCFO CONTRIBUTING |
Understand the world as a set of related systems in that resolved complaints can lead to improved business in the line of sales. |
UNIT STANDARD NOTES |
This unit standard has been replaced by unit standard 252210, which is "Handle a range of customer complaints", Level 4, 4 credits. |
QUALIFICATIONS UTILISING THIS UNIT STANDARD: |
ID | QUALIFICATION TITLE | PRE-2009 NQF LEVEL | NQF LEVEL | STATUS | END DATE | PRIMARY OR DELEGATED QA FUNCTIONARY | |
Core | 21787 | National Certificate: Funeral Services Practice | Level 3 | NQF Level 03 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | SERVICES |
Core | 48658 | Further Education and Training Certificate: Seed Marketing | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | AgriSETA |
Core | 48906 | Further Education and Training Certificate: Supervision of Wastewater Reticulation Operations | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2008-02-19 | Was EWSETA until Last Date for Achievement |
Core | 20907 | National Certificate: Customer Management | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2008-02-19 | Was SERVICES until Last Date for Achievement |
Core | 24293 | National Certificate: Information Technology: Technical Support | Level 4 | Level TBA: Pre-2009 was L4 | Passed the End Date - Status was "Reregistered" |
2010-01-23 | Was MICTS until Last Date for Achievement |
Core | 23976 | National Certificate: Local Employment and Skills Development Practices | Level 4 | NQF Level 04 | Passed the End Date - Status was "Registered" |
2006-08-13 | PSETA |
Core | 20903 | National Certificate: Marketing Communications | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2008-02-19 | Was SERVICES until Last Date for Achievement |
Core | 20899 | National Certificate: Marketing Management | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2008-02-19 | Was SERVICES until Last Date for Achievement |
Core | 20894 | National Certificate: Marketing Research | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2008-02-19 | Was SERVICES until Last Date for Achievement |
Core | 35927 | National Certificate: Payroll Administration Services | Level 4 | Level TBA: Pre-2009 was L4 | Passed the End Date - Status was "Reregistered" |
2009-11-07 | Was SERVICES until Last Date for Achievement |
Elective | 67465 | National Certificate: Business Administration Services | Level 3 | NQF Level 03 | Passed the End Date - Status was "Reregistered" |
2023-07-30 | As per Learning Programmes recorded against this Qual |
Elective | 50479 | Further Education and Training Certificate: Advertising | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | MICTS |
Elective | 20185 | Further Education and Training Certificate: Banking | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | BANKSETA |
Elective | 24294 | Further Education and Training Certificate: Information Technology: Systems Development | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2010-01-23 | Was MICTS until Last Date for Achievement |
Elective | 48883 | Further Education and Training Certificate: Small Business Advising (Information Support) | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | SERVICES |
Elective | 58330 | National Certificate: Pipeline Operations | Level 5 | Level TBA: Pre-2009 was L5 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | TETA |
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. | AAR Trading and Projects (Pty) Ltd |
2. | Advanced Assessments and Training (Pty) Ltd |
3. | Africa Glory Empowerment Services |
4. | Assured Vocational Skills Institute (Pty) Ltd |
5. | ATTI IT SOLUTIONS (Bloemfontei |
6. | ATTI Nelspruit Pty Ltd |
7. | Brainwave Project 707 Pty Ltd |
8. | Brainwave Projects 707 |
9. | Careers IT |
10. | College Africa Group (Pty) Ltd |
11. | Compuscan Academy |
12. | CTU Training Solutions |
13. | DC Academy |
14. | Delmas Development Centre |
15. | Epitome Villa (Pty)Ltd |
16. | Fachs Business Consulting and Training |
17. | Futurekids SA (Fochville) |
18. | Gigimo Tourism Academy |
19. | HILLCROSS BUSINESS SCHOOL (PTY |
20. | Ikusasalethu Youth Development Project NPC |
21. | Information Technology Resource Centre |
22. | MAT 007 (PTY) LTD |
23. | Matibidi Raphela Investments (Pty) LTD |
24. | MBOWA COLLEGE PTY LTD |
25. | Metanoia Ratings PTY LTD |
26. | Mpontshe Training |
27. | Musengavhadzimu Media |
28. | NCC - Vereeniging |
29. | Nolwazi Stem Education for The |
30. | Nyathela Business College |
31. | Octomate Education Pty Ltd |
32. | Octopus Training Solutions |
33. | On the Ball College Pty ltd |
34. | OPELONG BUSINESS INSTITUTE (PT |
35. | Peo Entle HIV Wellness Management and Youth Skills Development NPO |
36. | Pretoria Technical College |
37. | Production Management Institute of Southern Africa (Pty) Ltd |
38. | QUALITATIVE INNOVATIVE SOLUTIONS |
39. | RIAPHATHUTSHEDZA |
40. | Richfield Graduate Institute of Technology Pty Ltd |
41. | Rostec Technical FET College (Pty) Ltd |
42. | SIGNA ACADEMY (PTY) LTD |
43. | Sinovuyolethu Trading (Pty) Ltd |
44. | Success Christian Training Cen |
45. | THE SHERQ CENTRE OF EXCELLENCE PTY LTD |
46. | Varsity Institute of Science & Technology (Pty)Ltd |
47. | Visionary Skill Academy |
48. | VUTHLARI MARKETING CONSULTING |
49. | Whitestone College |
50. | Working Solution International |
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. |