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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Resolve customer queries / complaints 
SAQA US ID UNIT STANDARD TITLE
114911  Resolve customer queries / complaints 
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 3  NQF Level 03  8 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "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 
This unit standard is aimed at people who interact with customers at the level where they are expected to be able to solve the majority of customer complaints and answer the majority of customer queries. Persons credited with this unit standard operate in a number of contexts some of which may be non-routine. They also demonstrate the ability to make comparisons and interpret available information

These persons are able to handle different types of customer queries. They are also able to interact with internal or external resources within the wholesale and retail environment, in order to resolve queries or complaints. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learner has completed the following areas of learning before attempting this unit standard.
  • Numeracy and Literacy at NQF Level 1. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate an understanding of customer queries/complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Steps for dealing with customer complaints/queries are explained in line with organisational procedures. 

    ASSESSMENT CRITERION 2 
    The initial contact with the customer is carried out in a manner that diffuses the emotions. 

    ASSESSMENT CRITERION 3 
    The customer's complaint is understood through appropriate listening and questioning techniques. 

    SPECIFIC OUTCOME 2 
    Resolve Customer queries/complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The policy for resolving customer's complaint is described in terms of the organisation's service standards. 

    ASSESSMENT CRITERION 2 
    Customer's query/complaint is interpreted and appropriate actions are suggested as per organisational procedures. 

    ASSESSMENT CRITERION 3 
    Agreed actions are implemented to the satisfaction of the customer and the organisation. 

    SPECIFIC OUTCOME 3 
    Interact with internal/external resources. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Appropriate resources to solve the customer's complaint are identified where necessary. 

    ASSESSMENT CRITERION 2 
    The customer is advised of the need to escalate the complaint in a manner that satisfies both parties. 

    ASSESSMENT CRITERION 3 
    Appropriate resources are contacted and persuaded to solve the customer's complaint in a manner that satisfies all parties involved. 

    ASSESSMENT CRITERION 4 
    Shortfalls in product or service delivery are identified and actioned according to organisational policy and procedures. 

    SPECIFIC OUTCOME 4 
    Authorise escalated transactions. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The manner in which incorrectly authorised transactions affect the business is explained in terms of customer service and general financial terms. 

    ASSESSMENT CRITERION 2 
    Transactions requiring authorisation are identified as applicable to the organisation. 

    ASSESSMENT CRITERION 3 
    Methods of enhancing customer service whilst authorising transactions are explained. 

    ASSESSMENT CRITERION 4 
    Transactions requiring authorisation are completed as per organisational requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • Organisation's procedures for dealing with customer complaints/queries
  • Organisation's policy for resolving customer complaints
  • Internal and external resources for resolving customer's problems
  • Procedures to address shortfalls in products and service delivery
  • The effect of incorrectly authorised transactions on customers and the organisation
  • Transactions requiring authorisation
  • Methods of authorising different transactions and enhancing customer service
  • Listening and questioning techniques 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems.

    Specific Outcomes:
  • Interact with internal/external resources.
  • Authorise escalated transactions. 
    		•

    UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a team.

    Specific Outcomes:
  • Interact with internal/external resources.

    Assessment Criteria:
  • Appropriate resources to solve the customer's complaint are identified where necessary
  • The customer is advised of the need to escalate the complaint in a manner that satisfies both parties
  • Appropriate resources are contacted and persuaded to solve the customer's complaint in a manner that satisfies all parties involved
  • Shortfalls in product or service delivery are identified and actioned according to organisational policy and procedures. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities.

    Specific Outcomes:
  • Authorise escalated transactions.

    Assessment criteria:
  • The manner in which incorrectly authorised transactions affect the business is explained in terms of customer service and general financial terms.
  • Transactions requiring authorisation are identified as applicable to the organisation.
  • Methods of enhancing customer service whilst authorising transactions are explained
  • Transactions requiring authorisation are completed as per organisational requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.

    Specific Outcomes:
  • Resolve Customer queries/complaints.

    Assessment criteria:
  • Customer's query/complaint is interpreted and appropriate actions are suggested as per organisational procedures. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Specific Outcomes:
  • Interact with internal/external resources.

    Assessment criteria:
  • Appropriate resources to solve the customer's complaint are identified where necessary.
  • The customer is advised of the need to escalate the complaint in a manner that satisfies both parties
  • Appropriate resources are contacted and persuaded to solve the customer's complaint in a manner that satisfies all parties involved
  • Shortfalls in product or service delivery are identified and actioned according to organisational policy and procedures. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related system.

    Specific Outcomes:
  • Resolve Customer queries/complaints.

    Assessment criteria:
  • The policy for resolving customer's complaint is described in terms of the organisation's service standards.
  • Customer's query/complaint is interpreted and appropriate actions are suggested as per organisational procedures.
  • Agreed actions are implemented to the satisfaction of the customer and the organisation. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally and aesthetically sensitive.

    Specific Outcomes:
  • Resolve Customer queries/complaints.

    Assessment criteria
  • Customer's query/complaint is interpreted and appropriate actions are suggested as per organisational procedures. 
    		•

    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 
    Terminology:
  • Escalated transactions refer to transactions such as those requiring authorisation and include sales above floor limit, budget facility on credit card, refunds, exchanges, cashier error, customer error, incorrectly priced goods, items that do not scan. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48764   National Certificate: Wholesale and Retail Sales Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-10-22  Was W&RSETA until Last Date for Achievement 
    Elective  49280   National Certificate: Wholesale and Retail Distribution  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  72049   National Certificate: Pharmacist Assistance  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 


    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. Gemini Training And Development Pty Ltd 
    2. HOMECHOICE 
    3. Intellect Management and Training 


    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.