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 THAT HAS PASSED THE END DATE:

Understand the impact of customer service on a business

SAQA US ID	UNIT STANDARD TITLE
110082	Understand the impact of customer service on a business
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 1	NQF Level 01	6
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2007-01-23	2008-02-06	SAQA 0160/05
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2009-02-06		2012-02-06

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
252244	Describe the impact of customer service on a business	Level 1	NQF Level 01	6

PURPOSE OF THE UNIT STANDARD

A learner credited with this standard will be able to effectively interact with customers to the benefit of the business.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

ABET 4/ NQF level 1/ GETC

Identify and Discuss different types of businesses and their legal implications

UNIT STANDARD RANGE

This will apply across any business

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Explain the relationship between the business and the customer.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Two types of customer can be identified and defined.

ASSESSMENT CRITERION RANGE

Internal and external customer

ASSESSMENT CRITERION 2

2. The importance of the customer to the business can be explained.

ASSESSMENT CRITERION 3

3. The role of the business in meeting the customer`s needs can be described.

ASSESSMENT CRITERION 4

4. The role of the individual a s a team member in meeting customer needs is identified and demonstrated.

ASSESSMENT CRITERION RANGE

Internal and external customer

ASSESSMENT CRITERION 5

5. The chain of customer service is understood and described.

ASSESSMENT CRITERION 6

6. "Moments of truth" (Importance of every contact with clients/customers) are understood and explained.

ASSESSMENT CRITERION 7

7. The learner can understand and explain their role in the chain and the `moments of truth".

SPECIFIC OUTCOME 2

Define and provide customer satisfaction.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The standards and values set for customers are defined and explained.

ASSESSMENT CRITERION 2

2. The needs and expectations of customer satisfaction are defined and explained.

ASSESSMENT CRITERION 3

3. The role of the learner in meeting the needs and expectations of customers is explained.

ASSESSMENT CRITERION 4

4. The threat from competition is understood and explained.

ASSESSMENT CRITERION 5

5. Personal performance against set standards and values is measured.

SPECIFIC OUTCOME 3

Demonstrate the ability to effectively handle problems that would lead to customer dissatisfaction.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Problems are identified at an initial stage.

ASSESSMENT CRITERION 2

2. Appropriate action is taken to resolve the problems.

ASSESSMENT CRITERION RANGE

Within company guidelines and levels of authority

ASSESSMENT CRITERION 3

3. Personal problem solving abilities are assessed.

ASSESSMENT CRITERION 4

4. Methods to help in personal problem solving are developed.

SPECIFIC OUTCOME 4

Display acceptable behaviour when interacting with customers.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Customer reaction to difficult situations is acknowledged.

ASSESSMENT CRITERION 2

2. Customer complaints are addressed sensitively and courteously.

ASSESSMENT CRITERION 3

3. The learner`s role as the organization`s representative is accepted and embraced.

ASSESSMENT CRITERION RANGE

Act according to level of responsibility/authority; according to accepted norms and values

ASSESSMENT CRITERION 4

4. Follow up action is taken by the learner to ensure the customer complaint is addressed.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Any institution offering learning that will enable achievement of this unit standard must be accredited by the Transport SETA and/or relevant ETQA.

2. Moderation of assessment will be overseen by the relevant ETQA at its discretion.

3. Moderation should encompass achievement of competence described in both individual unit standards as well as the integrated competence described in the qualification.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

The learners` can understand and explain:
1. Organisational guidelines and policies on customer service.
2. General principles of customer service.
3. Basic consumer rights.
4. Concepts of customer care and their impact on operations.

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Solve problems with regards to customer complaints.

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team to meet customer needs.

UNIT STANDARD CCFO ORGANISING

Organise and manage self in maintaining quality of service to customers.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organize and critically evaluate information with regards to customer service.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with internal and external customers.

UNIT STANDARD CCFO DEMONSTRATING

Understand the world as set of related systems: the impact of good service on the success of a business.

UNIT STANDARD ASSESSOR CRITERIA

Conducting assessments

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA and be familiar with the full text and subject matter content of the Unit Standard being assessed.

2. The assessor must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge.

UNIT STANDARD NOTES

This unit standard has been replaced by unit standard 252244, which is "Describe the impact of customer service on a business", Level 1, 6 credits.

Methods and tools of assessment:

The following methods of assessment have been identified as the preferred measurement and assessment of learner competence in the above-mentioned Performance Assessment Criteria

1. Written tests/ case studies/ projects:
2. Role-play
3. Portfolio of evidence

These methods must be carefully selected based on the purpose of the assessment (For example, the written method could be used to assess knowledge or on-job demonstration for practical competence). The assessment must integrate a number of different methods (no less than three of those detailed above) in order to give the assessor reliable and valid proof of competence and evidence of required attitudes

The following tools may be used to supplement the above minimum assessment methods:

Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience may serve to supplement the assessment of applied competence. The portfolio should include inter alia:

1. Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner
2. Relevant certificates or awards
3. Previous assessment records
4. Journals/logbook

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	61755	General Education and Training Certificate: Business Practice	Level 1	NQF Level 01	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	49552	General Education and Training Certificate: Environmental Practice	Level 1	NQF Level 01	Passed the End Date - Status was "Reregistered"	2023-06-30	LG SETA
Core	35953	General Education and Training Certificate: Transport	Level 1	NQF Level 01	Passed the End Date - Status was "Reregistered"	2008-02-06	Was TETA until Last Date for Achievement

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.	A4 Consultancy CC
2.	Amabamba Recruitment
3.	AVAX SA 481 CC. T/A Mandisa Development Services
4.	Buena Vista Learning Academy
5.	Dee's Training (PTY) LTD
6.	Dionysus Skills Development Initiative (Pty) Ltd
7.	Elvis Koena Consulting (Pty) Ltd
8.	IQ Skills Academy (PTY) LTD.
9.	Josmap Training Institute
10.	Learncorp
11.	Makwedeng Training
12.	Mamuhle Academy
13.	MARS Business Consulting
14.	Mcebo Technologies
15.	Mdaka Omnyama Trading and Projects
16.	Mortarboard Training Solutions
17.	Ndwamato Training Solutions (Pty) Ltd
18.	Neopeo Trading & Projects
19.	Networx for Career Development
20.	Nkinane Trading Enterprise
21.	NOBO Training and Development Services (Pty) LTD
22.	NOSA LOGISTICS PTY LTD
23.	PMA Holdings (PTY ) LTD.
24.	PPLE Group Pty Ltd
25.	Progressive School of Business and Engineering (Pty)
26.	PTDEV (Pty) Ltd
27.	Reflections Development Institute
28.	RLSTP Training & Development (PTY) LTD.
29.	SA Maritime School and Transport College
30.	Simmek Holdings
31.	Skills For Life
32.	South African Corporate Training Association
33.	Tasc Business Consulting and Training
34.	Timothy Fasheun Group Enviromentors (Pty) Ltd
35.	Transafric Consulting Pty Ltd
36.	Umbuso Training Services
37.	University of Venda
38.	Washa 2 Training & Projects
39.	Wildlife and Enviroment Society of South Africa