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:

Apply client service techniques to improve service delivery

SAQA US ID	UNIT STANDARD TITLE
120310	Apply client service techniques to improve service delivery
ORIGINATOR
SGB Administration
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 03 - Business, Commerce and Management Studies			Public Administration
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular-Fundamental	Level 5	Level TBA: Pre-2009 was L5	6
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 elected political leaders and public sector officials involved with the service delivery activities that require use of public assets to render services to the communities. This Unit Standard contributes to the development of management skills of South Africa's public officials and political executives, strategic executive managers and other role-players contributing to the development of improved service delivery to communities. The qualifying learner will be able to apply the appropriate knowledge, skills and values to employ client service techniques that are suited to varying customer behaviour and characteristics.

The qualifying learner is capable of:

Analysing the relationship between service communication and client behaviour and characteristics.

Applying client service techniques.

Applying client techniques to high-risk customer relations.

Applying professional conduct in service provision.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that learners are competent in:

Communication at NQF Level 4.

Mathematical Literacy at NQF Level 4.

UNIT STANDARD RANGE

N/A

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Analyse the relationship between service communication and client behaviour characteristics.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Differing client behaviour and characteristics are described in relation to the Public Service context.

ASSESSMENT CRITERION 2

Client service techniques that are applicable to internal and external customers are discussed and detailed in accordance with the Public Service Sector.

ASSESSMENT CRITERION 3

Client service techniques to ensure effective communication with differing customer types are selected according to Public Service requirements.

ASSESSMENT CRITERION 4

Feedback and reporting processes that provide for service are described in relation to how they impact on clients in varying public sector contexts.

SPECIFIC OUTCOME 2

Apply client service techniques.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Sources of communication difficulties and obstacles with internal and external clients are identified according to the Public Service Sector.

ASSESSMENT CRITERION 2

Service provider's behavioural style is adapted to suit different client behaviours in accordance with organisational guidelines.

ASSESSMENT CRITERION 3

A client service technique is selected and applied to suit the customer service context according to Batho Pele principles.

ASSESSMENT CRITERION 4

Report feedback on the impact of the applied client service techniques in accordance with organisational procedures.

SPECIFIC OUTCOME 3

Apply client service techniques to high-risk customer relations.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Client relations and service delivery research is collated and organised to identify high-risk areas of provision within the Public Service Sector.

ASSESSMENT CRITERION 2

Communication techniques suited to high-risk customer relations is identified and applied in accordance with organisational policies and procedures.

ASSESSMENT CRITERION 3

Appropriate actions and plans are devised and deployed in time to avoid crises in line with specific sector procedures.

ASSESSMENT CRITERION 4

Mechanisms for recording future high-risk customer relations are designed and maintained on an ongoing basis.

SPECIFIC OUTCOME 4

Apply professional conduct in service provision.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The principles of Batho Pele are applied when dealing with internal and external clients.

ASSESSMENT CRITERION 2

The rights of customers are upheld and discussed in all contexts of service provision in accordance with the Batho Pele principles.

ASSESSMENT CRITERION 3

Organisational values and ethics are applied to service delivery within a team context.

ASSESSMENT CRITERION 4

Contingency plans are developed and communicated to all service delivery team members as per organisational practice.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Any individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.

Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.

Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.

Moderation of assessment will be conducted by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

The learner must demonstrate an understanding of:

The Public Services Act

The Municipal Systems Act and the Municipal Structures Act

The Promotion of Administrative Justice Act

The Promotion of Access the Information Act

The Batho-Pele White Paper on Transforming Public Sector Service Delivery

Public Finance Management act

Information flows within the organisation

Client service techniques

Communication obstacles and techniques

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems using critical and creative thinking processes to ensure the use of appropriate client service techniques.

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team, group, organisation or community to review the impact of client service techniques in a department/organisation.

UNIT STANDARD CCFO ORGANISING

Organise and manage oneself and one's activities responsibly when apply and reviewing client service techniques.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate information to enhance client service techniques for internal and external customers.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to ensure effective service delivery.

UNIT STANDARD CCFO SCIENCE

Use science and technology effectively and critically, showing responsibility to the environment and health of others to capture information relating to customers.

UNIT STANDARD CCFO DEMONSTRATING

Demonstrate an understanding of the world as a set of interrelated systems by recognising that client service contexts
do not exist in isolation.

UNIT STANDARD CCFO CONTRIBUTING

Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery within the public sector is carried out in a responsible and accountable manner.

Be culturally and aesthetically sensitive in relating to all internal and external roleplayers across a range of contexts when applying client service techniques.

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

Articulation possibilities:

This Unit Standard will enable a learner to articulate to other qualifications in Financial Management, Financial Services, Business Administration, Public Finance Management and Administration, Municipal Finance Management and Administration, Generic Financial Management, Leadership in Local Government.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	67467	National Certificate: Municipal Governance	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	58759	National Certificate: Ports and Harbours	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2015-06-30	TETA
Core	50060	National Certificate: Public Administration	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA
Core	57805	National Certificate: Public Sector Employment and Skills Development Practices	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA
Core	59304	National Diploma: Freight Forwarding and Customs Compliance	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2020-07-30	TETA
Elective	78526	National Certificate: Automotive Repair and Maintenance	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	58883	National Certificate: Fluid Power	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	MERSETA
Elective	50122	National Certificate: Policing	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-12-31	SAS SETA
Elective	60549	National Diploma: Aeronautical Information Management Practice	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2016-12-31	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.	Amandla Obunye Training Academy
2.	Bohlokoa Business Consultancy
3.	Cale Developments
4.	Destiny Management Consultants (Pty) Ltd
5.	E-Login Business Institute (Pty) Ltd
6.	Edutel Public Service Company
7.	Fachs Business Consulting and Training
8.	Fort Hare Trading Solutions (Pty) Ltd
9.	Free State Training and Development Institute
10.	Global Steel Merchants (Pty) Ltd
11.	Harvestine Investments (Pty) Ltd
12.	Innovative Technology Design
13.	Institute of Busines Management of Southern Africa
14.	Integrated Corporate Skills Solution
15.	Jobafrik Consulting
16.	Josmap Training Institute
17.	Kgaka Kgolo Institute
18.	Le - Mark Training and Development Pty (Ltd)
19.	MAGNUM SHOOTING ACADEMY
20.	Majuba Technical Vocational Education and Training
21.	Matash Holdings (Pty) Ltd
22.	Milpark Education (Pty) Ltd
23.	MMPS Holdings
24.	Mowils Consultants
25.	Mpumalanga School of Government - MPSG
26.	Nemalale Eagles Consultancy CC
27.	Nkqubela Community Developers
28.	Orchards Graduate School (Pty) Ltd
29.	Positive Thinking Consultants cc
30.	Prestige Leaders Consulting (Pty) Ltd
31.	Prodigy Business Services
32.	Prosam Consulting Group (Pty) Ltd
33.	Prospen Group (Pty) Ltd
34.	Ramazwi Security Service and Training Agency (Pty) Ltd
35.	Rams Professional Training and Conferencing
36.	Regen Institute of Leadership and Management Education
37.	Regenesys School of Public Management
38.	Ritepath HR Solutions
39.	Saint Colonel Graduate Institute
40.	SBV SERVICES MIDRAND
41.	SHEPPERD ACADEMY
42.	Siza Nesu Training and Consultants
43.	SOUTH AFRICAN POLICE SERVICE BASIC TRAINING PROVISION
44.	Southern African Institute of Learning
45.	Step Ahead Academy (Pty) Ltd
46.	Tachfin Holdings
47.	Tasc Business Consulting and Training
48.	Thandiwenathi (Pty) Ltd
49.	The Justice
50.	Thusanang Skills & Training
51.	Tippinggate Business Solutions
52.	Tloumogale Business Development & Consulting (Pty) Ltd
53.	Tonex Management Solutions (Pty) Ltd
54.	Transafric Consulting Pty Ltd
55.	TSHWANE METROPOLITAN POLICE DEPARTMENT ACADEMY
56.	Tshwane Training Institute (Pty) Ltd
57.	Tsoelopele Leadership Consulting (Pty) Ltd
58.	Ukwakhile Projects (PTY) Ltd
59.	University of Pretoria
60.	Ursivox Interactive Systems
61.	Vala Nge Bhetshu Human Capital Development (Pty) Ltd
62.	Vhutshilo Health And Training Organisation
63.	Vuca Institute of Leadership Development
64.	Weinvest Investments