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: 

Supervise customer service standards 
SAQA US ID UNIT STANDARD TITLE
118028  Supervise customer service standards 
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 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 
This unit standard is intended for people who supervise service standards in wholesale and retail stores. Persons credited with this standard can select from a wide choice of procedures ranging from standard to non-standard. They are responsible for the achievement of group output.

Persons credited with this unit standard will be able to identify areas of service impact, analyse existing service standards and compare them to organisational service requirements. They will also be able to draw up and implement action plans to improve service standards. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learners has completed Grade 12 or equivalent before attempting this unit standard. 

UNIT STANDARD RANGE 
Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Implement customer service standards in accordance with the prescribed organisational requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    "Moments of truth" are explained based on their impact on customer impressions. 
    ASSESSMENT CRITERION RANGE 
    "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
     

    ASSESSMENT CRITERION 2 
    Service standards are identified as required by the organisation. 

    ASSESSMENT CRITERION 3 
    Service standards are evaluated in terms of existing service delivery. 

    ASSESSMENT CRITERION 4 
    A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

    SPECIFIC OUTCOME 2 
    Improve customer service standards. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    An action plan to improve service standards is developed within the constraints and priorities of the organisation. 

    ASSESSMENT CRITERION 2 
    The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

    ASSESSMENT CRITERION 3 
    The success of the action plan is evaluated and adapted according to identified requirements. 

    SPECIFIC OUTCOME 3 
    Oversee the handling of customer queries and complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The procedures for handling queries and complaints are explained according to organisation's policy and procedures. 

    ASSESSMENT CRITERION 2 
    The handling of queries and complaints is monitored and evaluated against the organisation's requirements. 

    ASSESSMENT CRITERION 3 
    Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 


    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.

    Moderation:

    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:
  • The areas falling within the term "moments of truth".
  • Organisation's service standards.
  • Organisational procedure for handling customer queries and complaints.
  • How to compile action plans. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 

  • UNIT STANDARD CCFO WORKING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

  • UNIT STANDARD CCFO ORGANISING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 

  • UNIT STANDARD CCFO COLLECTING 
    Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

    Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
  • Service standards are identified as required by the organisation.
  • Service standards are evaluated in terms of existing service delivery.
  • A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Specific Outcome 3: Oversee the handling of customer queries and complaints.

    Assessment Criteria:
  • The procedures for handling queries and complaints are explained according to organisation's policy and procedures.
  • The handling of queries and complaints is monitored and evaluated against the organisation's requirements.
  • Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 

  • 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 
    Moment of truth in this unit standard refers to any moment where the customer forms an impression as to the service levels and image of the organisation. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50309   Further Education and Training Certificate: Environmental Practice  Level 4  NQF Level 04  Reregistered  2023-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  67463   Further Education and Training Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Reregistered  2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  64209   Further Education and Training Certificate: Metals Production  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  72050   Further Education and Training Certificate: Pharmacist Assistance  Level 4  NQF Level 04  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. Academy of Training and Development 
    2. Academy of York Pty Ltd 
    3. Acorser Corporate & Business Consulting t/a Acorser Academy 
    4. Advanced Assessments and Train 
    5. Affirmations Training 
    6. Afric Training Centre and Security Studies PTY LTD 
    7. Amadi Institute of Management And Technology (Pty) Ltd 
    8. Amadwala 623 CC 
    9. Answer The Call Skills ands En 
    10. APEXEA 
    11. ArcelorMittal South Africa Ltd (VANDERBIJLPARK) (TP) 
    12. Atlegang Training Consulting 
    13. ATTI (Advanced Technonogy Training Institute) 
    14. ATTI IT SOLUTIONS (Bloemfontei 
    15. ATTI Nelspruit Pty Ltd 
    16. Aurora IT & Security Solutions 
    17. AVAX SA 481 CC. T/A Mandisa Development Services 
    18. Azania Academy 
    19. Balefile Trading and Services 
    20. Bavelile Consultants and Training Pty Ltd 
    21. Bikologix Projects 
    22. Blitz Skills Developers 
    23. Brainwave Projects 1430 cc 
    24. Braune Training (Pty) Ltd 
    25. Bucks Bub Trading 5 
    26. Busisipho Skills (Pty) Ltd 
    27. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    28. Camblish Training Institute 
    29. Capenexis Data Solutions 
    30. Central Business Academy 
    31. Clean Heat Academy 
    32. COLUMBUS TECHNOLOGIES PTY LTD 
    33. Comfortable Tech 
    34. Competence computer and business management 
    35. Compus training institution 
    36. Contra-Lit Pty Ltd 
    37. Cradle Stars Trading Enterprise 
    38. Creatividad Consulting CC 
    39. CSL Accountants 
    40. CTU Training Solutions 
    41. CYBAX SYSTEMS 
    42. CYBER-CITY IT SOLUTIONS 
    43. DAB Health Care Centre 
    44. Digital Paper (Pty) Ltd 
    45. Durban Business College 
    46. DVG Media Training 
    47. DYNAMIC DNA (PTY) LTD 
    48. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    49. ED-U Options Academy 
    50. Edutel Wholesale & Retail Academy 
    51. EHLANZENI TVET COLLEGE 
    52. Enjo Consultants 
    53. ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD 
    54. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    55. Finweb Business Consultancy 
    56. Forek Institute of Technology (Pty) Ltd 
    57. Foschini Retail Group Pty Ltd 
    58. Foster-Melliar (Pty) Ltd 
    59. Fullimput108 (Pty) Ltd 
    60. Futurekids SA (Fochville) 
    61. Gabasega Consulting and Training Centre 
    62. Gauteng City College 
    63. Gauteng College of Engineering 
    64. Gemini Training And Development Pty Ltd 
    65. Global Institute for Capacity 
    66. Godisang Development 
    67. Greenview Training and Development Skills Centre 
    68. Growth Management Consulting 
    69. Guest Resource Services (Pty) Ltd 
    70. Guildford College 
    71. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    72. Heartlines College 
    73. HILLCROSS BUSINESS SCHOOL (PTY 
    74. Hlanganani ICT (Pty) Ltd 
    75. HOPE TECHNOLOGY INSTITUTE (PTY) LTD 
    76. HR Consultancy and Learning 
    77. HUAWEI Technologies Africa (PTY) LTD 
    78. ICollege 
    79. Ikhwezi Management and Training Institute 
    80. Ikusasalethu Youth Development 
    81. iLearn 
    82. iLearn Corporate Services PTY LTD 
    83. Imsimbi Training 
    84. Inafrica General Trading Pty LTD 
    85. Information Technology Resource Centre 
    86. Institutional Higher Education 
    87. intelliscient Technologies (Pty) Ltd 
    88. Isiphephelo Consultants 
    89. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    90. Ithemba IT Solution 
    91. Izwelethu Black Diamond 
    92. Jabukile Consultancy 
    93. JB Training Solutions 
    94. Jeppe College of Commerce and 
    95. Johannesburg Institute of Engi 
    96. Josmap Training Institute 
    97. KAGISHO BUSINESS CONCEPTS (Pty) LTD 
    98. Keep The Dream 285 
    99. Khantsha Projects NPC 
    100. Kingswood Academy 
    101. KMT Training and Business Solutions 
    102. Kundani Trading 
    103. Kuyakhula Development Initiatives 
    104. KZN Business Training Centre 
    105. Lephalale Business & Technical 
    106. Leseding Computer Systems 
    107. LETAGO DEVELOPMENT CONSULTING 
    108. LETZAA Group 
    109. LIMPOPO COMPUTER COLLEGE BK 
    110. LINKINGNOTES 
    111. Liza Gresse Consulting 
    112. Londimvelo Consultants 
    113. Loomee Group 
    114. LUPHINDI BUSINESS SOLUTIONS 
    115. Mabuya Amahle Trading 
    116. Magnico Products (PTY) LTD 
    117. Makaota Training Consultants 
    118. Makhophila Training 
    119. Mamuhle Academy 
    120. Mapubo Consulting 
    121. Marrian Ridge Computer Centre (Pty) Ltd 
    122. Marsillo Consulting 
    123. Masstores (Pty) Ltd 
    124. Matiwane Computer Networks (Pty) Ltd 
    125. MBOWA COLLEGE PTY LTD 
    126. Mcebo Technologies 
    127. Mecer Inter-ED 
    128. Mentec Group PTY LTD 
    129. Metanoia Ratings PTY LTD 
    130. Mimosa Business Consultants 
    131. Mmanape Private Technical Coll 
    132. MMELA VILLAGE TECHNOLOGIES (PT 
    133. MML Consulting CC. 
    134. MND Training and Projects 
    135. Mogapi Education Group 
    136. MOKALENG IT 
    137. Mortarboard Training Solutions 
    138. Mothusi Management Consultants 
    139. Moving Ahead Development Agenc 
    140. Mr Price Group Ld 
    141. MSC Business College 
    142. MSC Education Holdings Pty Ltd 
    143. Mufuka Business and Technical 
    144. MUHANGWENE DEVELOPMENT ENTERPRISE 
    145. MULTI MODE LEARNING 
    146. Multi Tech College 
    147. Nalengmokoni Investors (Pty) Ltd 
    148. NBC Technologies 
    149. NCC - Vereeniging 
    150. Nemja Security and Projects Pty Ltd 
    151. Netcampus (Pty) Ltd. 
    152. New Hope Revival Organisation 
    153. NEWDAY UNITED NPC 
    154. NEWLEIGH BUSINESS COLLEGE 
    155. Nkangala Skills Centre 
    156. NOFESA cc 
    157. Nolwazi Stem Education for The 
    158. Northlink College - Protea Campus 
    159. Ntandokazi Holdings Pty Ltd 
    160. Nyankwavi Inverstment 
    161. Olrich Home of Technology 
    162. OMNIVISION INSTITUTE 
    163. On the Ball College Pty ltd 
    164. OPELONG BUSINESS INSTITUTE (PT 
    165. Open Learning Group (Pty) Ltd 
    166. Optimum Learning Technologies 
    167. Overcomers Training College (P 
    168. Owl Business Training PTY LTD 
    169. PACE Academia College (Pty) Lt 
    170. Pelican Training (Pty) Ltd 
    171. Petcon Capacity Building Solut 
    172. Phumelela Consulting Pty Ltd 
    173. Pioneer Business Consulting 
    174. PMA Holdings (PTY ) LTD. 
    175. Polokwane Technology Institute (Pty) Ltd 
    176. Pretoria Technical College 
    177. Progressive School of Business 
    178. Progressive School of Business and Engineering (Pty) 
    179. Prophesy Training College (Pty) Ltd 
    180. PROSERV SA (PTY) LTD 
    181. PTDEV (Pty) Ltd 
    182. PWI CORPORATE TRAINING PTY LTD 
    183. QUALITATIVE INNOVATIVE SOLUTIONS 
    184. QUANTUM SKILLS 
    185. Rand International Management and Training Consultants 
    186. Rand Training College 
    187. Revival Technologies and Academy 
    188. RHULLYS INNOVATIVE SKILLS TRAI 
    189. Richfield Graduate Institute of Technology Pty Ltd 
    190. Rofane Consulting 
    191. Rostec Technical FET College (Pty) Ltd 
    192. SA College of Technology (PTY) 
    193. Sabile Human Resources Consult 
    194. Sakhisisizwe Projects 
    195. Samancor Chrome Ltd T/A Khuphuka Training & Development (MIDDELBURG) ( 
    196. Sebata Municipal Solutions (Pt 
    197. Sekhukhune FET College - C.N. Phatudi Campus 
    198. Shirs Vision Compleadev 
    199. Shoprite Checkers 
    200. Signa Academy 
    201. Siljeur Training Academy 
    202. Sinokuhle Konke Trading Enterprise 
    203. SIZA NESU TRAINING AND DEVELOPMENT 
    204. Skill Tech Solutions 
    205. Skills Development Professionals Pty Ltd 
    206. Sokwanya Trading (Pty) Ltd 
    207. South Africa Advanced Skills Institute(SAAI) 
    208. South African ABET Development Agency SAADA 
    209. South African Business and Tec 
    210. South West Gauteng College - Molapo Campus 
    211. Southern Africa Youth Project 
    212. Spar Group Ltd 
    213. Sparrow FET Enterprises (Pty) Ltd 
    214. Spears Business and Life Couch Consulting (Pty) Ltd 
    215. Star Light Consulting 
    216. SUCCESS BUILDERS INTERNATIONAL CC 
    217. Supreme ICT Consultants 
    218. Synergy Transformation Solutio 
    219. Talent Centre Training 
    220. Talent Emporium Academy (PTY) Ltd 
    221. Tau Ya Mariri Consulting 
    222. TBL Empowerment Hub 
    223. Tech-Com Solutions cc 
    224. Tembe Service Providers 
    225. Terry Computer Services cc 
    226. Thando Consulting Services 
    227. The Crimson CO CC. 
    228. THE SKILLS DEVELOPMENT CORPORA 
    229. Think Tank T2 (Pty) Ltd 
    230. Thubelihle Graduate Institute 
    231. Tinotel Communications 
    232. Titan Trade Technologies 
    233. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    234. Tovani Traiding 299 
    235. Transafric Consulting Pty Ltd 
    236. TRENTSTONE COLLEGE 
    237. Triple Desire Trading & Projects 43 
    238. Tshepang Consulting & Project 
    239. Tshiredo Training Academy 
    240. Tshwane College of Commerce an 
    241. Tshwane Training Institute (PTY) LTD. 
    242. Tsima Consulting Development S 
    243. TSP COLLEGE 
    244. TWINMARK STRATEGY AND MANAGEMENT CONSULTANTS 
    245. Two Aces Learnerships 
    246. Ukwazi Academy and Corporate S 
    247. Umbuso Training Services 
    248. Umfolozi FET College 
    249. Varsity Institute of Science & Technology (Pty)Ltd 
    250. VERGE PTY LTD 
    251. Vicmat Consultants 
    252. Visionary Skill Academy 
    253. Vodacom (Pty) Ltd 
    254. VSS College (Pty) LTD 
    255. Vuselela TVET College 
    256. VUTHLARI MARKETING CONSULTING 
    257. Wavelengths Technology Training Institute 
    258. WEINVEST INVESTMENT CC 
    259. Wellinkwise Pty Ltd 
    260. Whitestone College 
    261. Woolworths Pty Ltd 
    262. WORK SKILLS RESOURCES CC 
    263. XL AT Consulting CC 
    264. Xylo Trading 12 (Pty) Ltd 
    265. YAB Business Solutions (Pty)Ltd 
    266. YITRO INNOVATIONS 
    267. Youth Media Movement 
    268. Zerben Management Solutions 
    269. Zikode Development Trust 
    270. ZJ Africa Learn 



    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.