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: 

Resolve plant and equipment customer service problems 
SAQA US ID UNIT STANDARD TITLE
115871  Resolve plant and equipment customer service problems 
ORIGINATOR
SGB Hiring Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Cleaning, Domestic, Hiring, Property and Rescue Services 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04 
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 person credited with this unit standard will be able to manage activities of a team that has to deliver excellent customer service, which involves meeting and exceeding customer plant and equipment demands, selecting and implementing the best solutions to resolve customer plant and equipment service problems where the acquisition of competence against this standard will add value to each individual and the Service industry as a whole.

Learners acquiring this standard will be able to make sure that their workplace and their own working practices as well as that of their team are healthy and safe.

The qualifying learner is capable of:
  • Identifying plant and equipment customer service problems.
  • Providing advice and support regarding the information received to facilitate problem solving.
  • Selecting the best solution to resolve customer plant and equipment service problems.
  • Implementing the solution to customer plant and equipment service problems. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this unit standard will have demonstrated competence in computer literacy, numeracy and language and communications at NQF level 3 or equivalent.
  • Learners accessing this unit standard will have demonstrated competence in the unit standard - identify customer needs and provide a complete hire service. 

  • UNIT STANDARD RANGE 
  • Products and services include but are not limited to: health and safety, data protection, equal opportunities and disability discrimination.
  • Plant and equipment problems include but are not limited to: problems first identified by customers, problems that you have identified before the customer has noticed them, problems due to differences between customers' expectations and what the organisation can offer, problems due to a system or procedure failure and problems due to a shortfall or human error. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify plant and equipment customer service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information from customers about plant and equipment problems they have raised are gathered and interpreted according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    Customers are asked appropriate questions to check understanding of their plant and equipment problems. 

    ASSESSMENT CRITERION 3 
    Recurring problems are identified and recorded and the appropriate authority alerted. 

    ASSESSMENT CRITERION 4 
    Customer feedback is shared with colleagues to help identify potential plant and equipment problems before they occur in the required format. 

    SPECIFIC OUTCOME 2 
    Provide advice and support regarding the information received to facilitate problem solving. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Advice and support are provided at appropriate times and only when necessary. 

    ASSESSMENT CRITERION 2 
    Methods of providing advice are sensitive to the needs of customers. 

    ASSESSMENT CRITERION 3 
    Advice and support are provided only so far as necessary to allow progress to be maintained and to enable individuals and groups to work autonomously. 

    SPECIFIC OUTCOME 3 
    Select the best solution to resolve customer plant and equipment service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Available options for solving customer plant and equipment service problems are identified in line with company standards and procedures. 

    ASSESSMENT CRITERION 2 
    Colleagues are consulted with to identify and confirm the options available to solve plant and equipment problems within agreed time frames. 

    ASSESSMENT CRITERION 3 
    Advantages and disadvantages of each option for the customer and organisation are worked out and recorded in required format. 

    ASSESSMENT CRITERION 4 
    The best overall option for the customer and organisation is selected and applied within agreed timeframe. 

    ASSESSMENT CRITERION 5 
    Other ways of resolving plant and equipment problems are identified and suggested to the customer and solutions recorded in required format. 

    SPECIFIC OUTCOME 4 
    Implement the solution to customer plant and equipment service problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The proposed option for solving the plant and equipment problem is discussed and agreed with the customer. 

    ASSESSMENT CRITERION 2 
    Action is taken to implement the option agreed with the customer. 

    ASSESSMENT CRITERION 3 
    Promises relating to solving the plant and equipment problem are kept and actioned within agreed timeframe. 

    ASSESSMENT CRITERION 4 
    Customers are kept fully informed about what is happening to solve plant and equipment problems and records are kept in required format. 

    ASSESSMENT CRITERION 5 
    Customers are communicated with to make sure the plant and equipment problem has been solved to their satisfaction. 

    ASSESSMENT CRITERION 6 
    Compromises are negotiated with customers when the plant and equipment problem has not been solved to their satisfaction and are in line with company standards and procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Legislation and regulations that affect the way in which the products and services you deal with can be delivered to customers
  • What your customer's rights are and how these rights limit what you are able to do for your customer
  • Industry, organisational and professional codes of practice and ethical standards that affect the way in which the products and services you deal with can be delivered to your customers
  • Any contractual agreements that your customers have with your organisation
  • Your organisation's products and services relevant to your customer service role
  • The limits of your own authority and when you need to seek agreement with or permission from others
  • Any organisational targets relevant to your job, your role in meeting them and the implications for your organisation if those targets are not met
  • How to communicate in a clear, polite and confident way
  • How to recognise others' needs and feelings and how to respond to these to build a good relationship
  • Organisational procedures and systems for dealing with customer service problems
  • How to diffuse potentially stressful situations
  • How to negotiate
  • The limitations of what you are able to offer your customer
  • The implications to the organisation in terms of resources and cost when you offer your customer a solution to the problem 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve plant and equipment customer services problems by providing evidence on actions taken, proof of progress reported to the customer and customer satisfaction. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others by discussing options for resolving customer plant and equipment problems with all parties involved. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities by resolving customer plant and equipment service problems promptly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information related to health and safety so that these are accurately interpreted into organisational policies. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all team members and management by adopting communication styles appropriate to listeners and situations, including selecting an appropriate time and place. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology in the preparation and presentation of action plans and progress reports. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by providing proof that the resolution of customer plant and equipment problems affect the organisation's objectives. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: reflecting on and exploring a variety of strategies to more effectively resolve customer plant and equipment service problems to meet their demands. 

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  48889   Further Education and Training Certificate: Hiring Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 


    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.