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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 | 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. |