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 THAT HAS PASSED THE END DATE: 

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
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-06-30   2029-06-30  

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  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "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  Passed the End Date -
    Status was "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  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Passed the End Date -
    Status was "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  Passed the End Date -
    Status was "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  Passed the End Date -
    Status was "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. A4 Consultancy CC 
    2. Affirmations Training 
    3. Africa Learn (Pty) Ltd 
    4. AVAX SA 481 CC. T/A Mandisa Development Services 
    5. Balefile Trading and Services 
    6. Brainwave Projects 1430 cc 
    7. Clean Heat Academy 
    8. Columbus Consulting Pty Ltd 
    9. CSL Accountants 
    10. ED-U Options Academy 
    11. Edutraining Business College 
    12. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    13. Finweb Business Consultancy 
    14. Foster-Melliar (Pty) Ltd 
    15. Futurekids SA (Fochville) 
    16. Gemini Training And Development Pty Ltd 
    17. Giamanje TVET College 
    18. Global Institute for Capacity 
    19. Growth Management Consulting 
    20. HILLCROSS BUSINESS SCHOOL (PTY 
    21. Hlanganani ICT (Pty) Ltd 
    22. Ikusasalethu Youth Development Project NPC 
    23. Information Technology Resource Centre 
    24. IQ Skills Academy (PTY) LTD. 
    25. Jabukile Consultancy 
    26. Jeppe College of Commerce and 
    27. Jobafrik Consulting 
    28. Josmap Training Institute 
    29. Kay Beez Development Projects 
    30. LETAGO DEVELOPMENT CONSULTING 
    31. Lewerb Holdings (PTY) Ltd 
    32. LIMPOPO COMPUTER COLLEGE BK 
    33. Loomee Group 
    34. Makhophila Training 
    35. Makhuba Development Projects CC 
    36. Mamuhle Academy 
    37. MBOWA COLLEGE PTY LTD 
    38. Mcebo Technologies 
    39. Metanoia Ratings PTY LTD 
    40. Mintirho Development Services 
    41. MMELA VILLAGE TECHNOLOGIES (PT 
    42. Mogapi Education Group (Pty) Ltd 
    43. Mortarboard Training Solutions 
    44. Moving Ahead Development Agenc 
    45. Mufuka Business and Technical 
    46. NBC Technologies 
    47. NCC - Vereeniging 
    48. Ndwamato Training Solutions (Pty) Ltd 
    49. Nemalale Eagles Consultancy CC 
    50. Nkinane Trading Enterprise 
    51. Nolwazi Stem Education for The 
    52. Ntandokazi Holdings Pty Ltd 
    53. Olrich Home of Technology 
    54. On the Ball College Pty ltd 
    55. OPELONG BUSINESS INSTITUTE (PT 
    56. Petra Institute of Development 
    57. PFIM Trading (Pty) Ltd 
    58. PMA Holdings (PTY ) LTD. 
    59. Polokwane Technology Institute (Pty) Ltd 
    60. Pretoria Technical College 
    61. Progressive School of Business 
    62. Progressive School of Business and Engineering (Pty) 
    63. Prophesy Training College (Pty) Ltd 
    64. PTDEV (Pty) Ltd 
    65. QUALITATIVE INNOVATIVE SOLUTIONS 
    66. Reflections Development Institute 
    67. Richfield Graduate Institute of Technology Pty Ltd 
    68. Rostec Technical FET College (Pty) Ltd 
    69. Sabile Human Resources Consult 
    70. Siza Nesu Training and Consultants 
    71. South West Gauteng College - Central Office 
    72. Spears Business and Life Couch Consulting (Pty) Ltd 
    73. Starplex 489 cc 
    74. SUCCESS BUILDERS INTERNATIONAL CC 
    75. SUPREME ICT CONSULTANTS 
    76. Tembe Service Providers 
    77. Terry Computer Services cc 
    78. Thando Consulting Services 
    79. Think Tank T2 (Pty) Ltd 
    80. Timothy Fasheun Group Enviromentors (Pty) Ltd 
    81. Titan Trade Technologies 
    82. TLD Consulting 
    83. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    84. Transafric Consulting Pty Ltd 
    85. Tshepang Consulting & Project 
    86. Tshwane Training Institute (PTY) LTD. 
    87. TSP COLLEGE 
    88. Ukwazi Academy and Corporate S 
    89. Umbuso Training Services 
    90. Umqondo Consultancy 
    91. University of Venda 
    92. Ursivox Interactive Systems 
    93. Varsity Institute of Science & Technology (Pty)Ltd 
    94. Vhutshilo Health And Training Organisation 
    95. Visionary Skill Academy 
    96. VSS College (Pty) LTD 
    97. VUTHLARI MARKETING CONSULTING 
    98. Wellinkwise Pty Ltd 
    99. Whitestone College 
    100. Wildlife and Enviroment Society of South Africa 
    101. Xylo Trading 12 (Pty) Ltd 
    102. YITRO INNOVATIONS 
    103. Zikode Development Trust 


    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.