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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 | 8 |
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: 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:
|
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: |
UNIT STANDARD CCFO WORKING |
Specific Outcome 2: Improve customer service standards.
Assessment Criteria: |
UNIT STANDARD CCFO ORGANISING |
Specific Outcome 2: Improve customer service standards.
Assessment Criteria: |
UNIT STANDARD CCFO COLLECTING |
Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.
Assessment Criteria: 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. |
UNIT STANDARD CCFO COMMUNICATING |
Specific Outcome 2: Improve customer service standards.
Assessment Criteria: |
UNIT STANDARD CCFO DEMONSTRATING |
Specific Outcome 3: Oversee the handling of customer queries and complaints.
Assessment Criteria: |
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 | 2021-06-30 | 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 | 2021-06-30 | As per Learning Programmes recorded against this Qual |
Elective | 64209 | Further Education and Training Certificate: Metals Production | Level 4 | NQF Level 04 | Reregistered | 2021-06-30 | As per Learning Programmes recorded against this Qual |
Elective | 72050 | Further Education and Training Certificate: Pharmacist Assistance | Level 4 | NQF Level 04 | Reregistered | 2021-06-30 | 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. | A and S Training Consultancy |
2. | A4 Consultancy CC |
3. | ABA Sebenzi |
4. | Aboutlearning Pty Ltd |
5. | Amadwala 623 CC |
6. | ArcelorMittal South Africa Ltd (VANDERBIJLPARK) (TP) |
7. | Asiphokuhle Training and Research Institute |
8. | Atlegang Training Consulting |
9. | ATTI Nelspruit Pty Ltd |
10. | AVAX SA 481 CC. T/A Mandisa Development Services |
11. | Bantubanye Skills |
12. | Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) |
13. | Bikologix Projects |
14. | Blitz Skills Developers |
15. | Braune Training (Pty) Ltd |
16. | BUCKS BUB TRADING 5 CC |
17. | Busisipho Skills (Pty) Ltd |
18. | CAMBLISH TRAINING INSTITUTE PTY LTD |
19. | CENTRAL BUSINESS ACADEMY PTY LTD |
20. | College of Production Technology |
21. | Contra-Lit Pty Ltd |
22. | Cradle Stars Trading Enterprise |
23. | CTC College(PTY) LTD. |
24. | D Z D TRADING AND PROJECTS 24 |
25. | Ditirelo Skills Development Services |
26. | Ditlou Solutions |
27. | DURBAN BUSINESS COLLEGE |
28. | Eastcape Midlands Public FET College - Uitenhage (High Street)Campus |
29. | Edutel Wholesale & Retail Academy |
30. | ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD |
31. | eThekwini Municipality - Durban |
32. | Foschini Retail Group Pty Ltd |
33. | Gemini Training And Development Pty Ltd |
34. | Glo Leb Training & Development |
35. | Goitsikitso Enterprise Trading |
36. | Growth Management Consulting |
37. | Guest Resource Services (Pty) Ltd |
38. | HCI SKILLS TRAINING PTY LTD |
39. | Health Science Academy |
40. | HR CONSULTANCY AND LEARNING PTY LTD |
41. | Icando |
42. | ICOLLEGE PTY LTD |
43. | IMSIMBI TRAINING PTY LTD |
44. | Inafrica General Trading Pty LTD |
45. | IQ Skills Academy (PTY) LTD. |
46. | Isiphephelo Consultants |
47. | Izwelethu Black Diamond |
48. | Jabukile Consultancy |
49. | JB Training Solutions |
50. | Josmap Training Institute |
51. | KAGISHO BUSINESS CONCEPTS (Pty) LTD |
52. | Kgolo Institute |
53. | Khantsha Projects NPC |
54. | KHOSITHI TRAINING |
55. | KINGA HOLDINGS |
56. | KN Business Solutions |
57. | Kuyakhula Development Initiatives |
58. | KZN BUSINESS TRAINING CENTRE |
59. | Lewerb Holdings (PTY) Ltd |
60. | Liza Gresse Consulting |
61. | Londimvelo Consultants |
62. | Luleka Business Academy |
63. | Mabuya Amahle Trading |
64. | Machabelele Associates |
65. | Magnico Products (PTY) LTD |
66. | Makaota Training Consultants |
67. | Makavila Suppliers CC. |
68. | Mamuhle Academy |
69. | Mangalani Business Enterprises |
70. | Marrian Ridge Computer Centre (Pty) Ltd |
71. | Marsillo Consulting |
72. | Masstores (Pty) Ltd |
73. | Mcebo Technologies |
74. | Mimosa Business Consultants |
75. | Mission Point Consulting |
76. | MML Consulting CC. |
77. | Mortarboard Training Solutions |
78. | Mr Price Group Ld |
79. | MUHANGWENE DEVELOPMENT ENTERPRISE |
80. | MULTI MODE LEARNING |
81. | Nemalale Eagles Consultancy CC |
82. | New Hope Revival Organisation |
83. | NGM Skills Transfer |
84. | Nhlahle Development Agency |
85. | NJ & L Trading Enterprise CC. |
86. | NOFESA cc |
87. | NOMAKU TRADERS CC |
88. | Nonunu Projects |
89. | Northlink College - Protea Campus |
90. | NS Global Academy |
91. | ODL GROUP PTY Ltd |
92. | Open Learning Group (Pty) Ltd |
93. | OPTIMUM LEARNING TECHNOLOGIES PTY LTD |
94. | Owl Business Training PTY LTD |
95. | Pioneer Business Consulting |
96. | PMA Holdings (PTY ) LTD. |
97. | Power Rush Trading 170 CC. |
98. | Progressive School of Business and Engineering (Pty) |
99. | PTDEV (Pty) Ltd |
100. | PWI CORPORATE TRAINING PTY LTD |
101. | QUANTUM SKILLS |
102. | Quick Leap Investment |
103. | Quiver Skills Institute |
104. | RAND INTERNATIONAL MANAGEMENT AND TRAINING CONSULTANTS PTY LTD |
105. | Reflections Development Institute |
106. | Russ Projects T/A Academy Workplace Development (AWD) (HARRIETDALE) (T |
107. | SAKHISISIZWE PROJECTS |
108. | Samancor Chrome Ltd T/A Khuphuka Training & Development (MIDDELBURG) ( |
109. | Sekhukhune FET College - C.N. Phatudi Campus |
110. | Senelo Trading CC |
111. | SHIRS VISION COMPLEADEV PTY LTD |
112. | Shoprite Checkers |
113. | Shumani Training and Hr Solutions Pty Ltd |
114. | SIGNA ACADEMY PTY LTD |
115. | Siljeur Training Academy |
116. | Sinokuhle Konke Trading Enterprise |
117. | Siphiwesihle |
118. | SIZA NESU TRAINING AND DEVELOPMENT |
119. | SKILL TECH SOLUTIONS PTY LTD |
120. | Smart Society NPC |
121. | South African ABET Development Agency SAADA |
122. | South West Gauteng College - Molapo Campus |
123. | Spar Group Ltd |
124. | Spring Forest Trading 578 CC |
125. | Talent Centre Training |
126. | Talent Emporium Academy (PTY) Ltd |
127. | Teemil Safety Health and Environmental Consultants PTY LTD |
128. | Tembe Service Providers |
129. | Thando Consulting Services |
130. | The Crimson CO CC. |
131. | Thubelihle Graduate Institute |
132. | TLD Consulting |
133. | Tovani Traiding 299 |
134. | Tradesman Consulting and Training Solutions |
135. | Transafric Consulting Pty Ltd |
136. | TRENTSTONE COLLEGE |
137. | Tshepang Consulting & Project |
138. | Tshimedzwa Development Centre Pty Ltd |
139. | Tshwane Training Institute (PTY) LTD. |
140. | TWINMARK STRATEGY AND MANAGEMENT CONSULTANTS |
141. | Umbuso Training Services |
142. | Umfolozi FET College |
143. | Umqondo Consultancy |
144. | University of Venda |
145. | Unlimited Potential Investments |
146. | Vhutshilo Health And Training Organisation |
147. | Vicmat Consultants |
148. | WEINVEST INVESTMENT CC |
149. | Woolworths Pty Ltd |
150. | XL AT Consulting CC |
151. | Ya Hina Management Consulting and projects |
152. | Zerben Management Solutions |
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. |