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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Handle customer requests/complaints and address customer needs 
SAQA US ID UNIT STANDARD TITLE
117725  Handle customer requests/complaints and address customer needs 
ORIGINATOR
SGB Rail and Pipeline 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 3  NQF Level 03 
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 
A learner credited with this unit standard will be able to address requests/complaints, serve and satisfy customer needs.
The skills, knowledge and understanding demonstrated within this unit standard are essential for customer relations in the transport sector. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Literacy NQF level 2
Numeracy NQF level 2 

UNIT STANDARD RANGE 
The level assigned to this standard is appropriate because performance must be carried out -
  • Under different weather conditions;
  • During day and night time;
  • Within a specified time span; and
  • Within different working environments. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate an understanding of the company-specific basic business principles. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The company basic business principles are explained, e.g. objectives, activities, values, promotions, etc.. 

    ASSESSMENT CRITERION 2 
    Company business and specific shift working hours can be explained. 

    ASSESSMENT CRITERION 3 
    The company-specific dress code is explained to, e.g. tokens, nameplates, clothing and uniforms. 

    SPECIFIC OUTCOME 2 
    Demonstrate an understanding of the company-specific policies/procedures when dealing with customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The company-specific policies related to dealing with customers are explained. 

    ASSESSMENT CRITERION 2 
    The company-specific procedures related to dealing with customers are explained. 

    SPECIFIC OUTCOME 3 
    Handle customer requests and/or complaints according to company-specific policies and procedures. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer requests/complaints are handled according to the appropriate communication protocol, e.g. listening, understanding and responding. 

    ASSESSMENT CRITERION 2 
    Customer requests/complaints are handled according to company-specific policies and procedures. 

    ASSESSMENT CRITERION 3 
    Customer complaints are recorded according to company-specific policies and procedures. 

    ASSESSMENT CRITERION 4 
    The company-specific communication protocol can be explained, e.g. the flow of communication - next step of reporting. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. An individual wishing to be assessed against this standard may apply to an assessment agency, assessor or provided institution that has been accredited by the relevant ETQA.
    2. A learner specialising in Rail Passengers Services through this elective standard will be assessed by an assessor who has been certified as competent against the National Certificate in Rail Passenger Services at NQF level 3. (which must include this standard).
    3. Any assessor and training provider must ensure that the relevant company-specific procedures/rules are used as reference material when designing courseware, assessment or when selecting pre-designed assessments.
    4. Anyone assessing a learner against this standard must be registered as an assessor with the relevant ETQA.
    5. Any institution offering learning that will enable achievement of this standard must be registered and accredited as a provider at SAQA.
    6. Moderation of assessment will be done by the relevant ETQA as prescribed. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners can understand and explain/apply:

    1. Relevant sections of Act 85
    2. Company-specific basic business principles
    3. Company-specific policies and procedures related to customer care
    4. Company-specific policies and procedures to handle customer requests/complains
    5. Company-specific communication protocol
    6. *Communication skills 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    Show an awareness of the importance of effective learning strategies, responsible citizenship, cultural sensitivity, education and career opportunities and entrepreneurial abilities.

    Learners have acquired the generic ability to show an awareness of the importance of effective learning strategies, value responsible citizenship, cultural sensitivity, and education opportunities when handling customer requests/complaints. 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems by using critical and creative thinking.
    Learners have acquired the generic ability to identify (distinguish) and solve (deal with) problems when handling customer requests/complaints. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in a team, group, organisation and community.
    Learners have acquired the generic ability to work effectively with others when dealing /handling customer requests/complaints to conform to company-specific policies and procedures. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage themselves and their activities responsively and effectively.
    Learners have acquired the generic ability to organise and manage themselves and their activities when -
  • They understand their work environment, dress code and hours of duty; and
  • Handling customer complaints/requests timeously and effectively according to company-specific policies and procedures. 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information;
    Learners have acquired the generic ability to collect, analyse, organise and critically evaluate information when dealing/handling customer requests/complaints according to company-specific policies and procedures. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation.
    Learners have acquired the generic ability to communicate information to customers. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility towards the environment and the health of others.
    Learners have acquired the generic ability to use science and technology when reporting incidents/deviations and know their work environment to keep it safe. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand that the world is a set of related systems. This means that problem-solving contexts do not exist in isolation.
    Learners have acquired the generic ability to understand that the world is a set of related systems and that business knowledge is necessary for a successful business. 

    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 
    Assessment process

    When conducting assessment, assessors must ensure that they are familiar with the full text of the unit standards being assessed.

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

    Each environment/situation will be different, it will be necessary to develop assessment activities and tools, which are appropriate to the context in which the assessment will take place. (Example: ticket officers or reservation office or cashier or train manager)

    Method of assessment

    During formal training at the provider:
    1. Written tests
    2. Case studies
    3. Simulation

    During on-the-job training:
    1. Oral test
    2. Observations
    3. Case studies

    Integrated final on-the-job assessment:
    1. Observation
    2. Oral tests
    3. Case studies

    In the Rail Passenger Services environment it will be more effective to assess a number of unit standards together and the assessor must evaluate each assessment request to determine the grouping of the standards for assessment.

    The assessment must integrate a number of different methods. (Example: Only one type of ticket, or a combination of ticket upgrades, or reservation requests and cash handling procedures. Train arrival/departure times and platforms as well as luggage requests) This will give the assessor reliable and valid proof of competence and evidence of required attitudes and skills.

    The integrated assessment must take place in the environment where the learner will work independently on completion of final assessment and the assessment certification must be endorsed accordingly.

    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. Journal (Logbook).

    Values

    In addition, the following values should be demonstrated:
  • Safety awareness
  • Friendliness
  • Initiative
  • Effectiveness
  • Trustworthiness
  • Honesty
  • Approachability
  • Sobriety
  • Respectfulness

    Supplementary information

    *Communication must include verbal and written communication, as well as conflict handling, problem-solving, interpersonal relations, etc.

    Structured learning-30 hours
    Self-study-5 hours
    Practical- hours
    On-the-job training-10 hours
    Assessment-5 hours
    Total hours-50 hours
    Total Credits-5 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  49236   National Certificate: Rail Transport Passenger Services  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  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. PRODIGY BUSINESS SERVICES (PTY) LTD 



    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.