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: 

Foster and maintain customer relations 
SAQA US ID UNIT STANDARD TITLE
123258  Foster and maintain customer relations 
ORIGINATOR
SGB Transport and Logistics Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  10 
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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
113847  Foster and maintain customer relations  Level 3  NQF Level 03  10   

PURPOSE OF THE UNIT STANDARD 
The purpose of the learning credited in this unit standard is to ensure that learners are able to interact professionally with customers. Improved customer relations leads to improved customer service, which, in turn, results in business growth and profitability. Professional driving services are improved, thereby improving the image and profitability of the field of transport services. This set of competence is transferable to all other fields where services are provided to customers, and thus improves the employability of credited learners, by enhancing their understanding of the processes and the context of customer service.

Credited learners are capable of:
  • Describing organisational structures and products/services for specific contexts.
  • Operating within a customer service system according to context requirements.
  • Identifying customer needs and expectations within specific contexts.
  • Dealing with customer complaints according to specified procedures.
  • Choosing interpersonal behaviours appropriate for occupational situations. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners have already attained the competencies of Mathematical Literacy at NQF Level 2, and Communication at NQF Level 2. 

    UNIT STANDARD RANGE 
    The typical scope of this unit standard includes:
  • Controlled office or workshop environments, transport depots, open yard areas, mobile vehicles and/or customer premises.
  • Pre-transaction, transaction and post transaction customer service. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Describe organisational structures and products/services for specific contexts. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    A definition and explanation of customer service is given which enhances organisational image and employee morale, and is consistent with company mission, vision and customer service policy. 

    ASSESSMENT CRITERION 2 
    The organisational chain of command and reporting structure is described in a manner that is consistent with organisational management hierarchies, including purpose and functions of the respective levels of management. 

    ASSESSMENT CRITERION 3 
    Identification of business units within the organisation and description of their functions, activities and products/services are clear and consistent with organisational structure, operational and work flow charts. 

    ASSESSMENT CRITERION 4 
    Identification of internal and external suppliers and support service providers conforms to operational and work flow charts, as well as records of external suppliers/support service providers. 

    SPECIFIC OUTCOME 2 
    Operate within a specific customer service system according to context requirements. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Identification and description of customer service chains are clear and consistent with all organisational customer service activities required to satisfy the changing needs of the customer, as depicted by organisational customer service models. 

    ASSESSMENT CRITERION 2 
    Identification and fulfilment of the specific responsibilities and activities required within a customer service chain are clear and consistent with specified job descriptions and key performance areas. 

    SPECIFIC OUTCOME 3 
    Identify customer needs and expectations within specific contexts. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Identification of customers is clear and consistent with organisational customer profiles. 

    ASSESSMENT CRITERION 2 
    Description of service standards rendered, as perceived from customers' viewpoints, is consistent with feedback obtained from internal/external customer service audits. 

    ASSESSMENT CRITERION 3 
    Identification and analysis of flaws and barriers in the customer service system are clear and consistent with management inspections and customer feedback. 

    ASSESSMENT CRITERION 4 
    Categorisation of customer personalities/anticipated behaviour is accurate and improves customer relations through pro-active customer service response. 

    ASSESSMENT CRITERION 5 
    Inclusion of persons with disabilities is facilitated to meet specific needs. 

    SPECIFIC OUTCOME 4 
    Deal with customer complaints according to specified procedures. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Description of clear customer service complaint processes is consistent with company customer service policy and demonstrates a positive, creative and assertive attitude towards the organisation, as well as the customer, which leads to resolving complaints in a logical and professional manner. 

    ASSESSMENT CRITERION 2 
    Description of after-sales service is clear and consistent with company policy and regulations. 

    ASSESSMENT CRITERION 3 
    Identification and articulation of the 'moments of truth' throughout the customer service chain, as perceived by the customer, are accurate, leads to the improvement of service standards and are consistent with agreed organisational standards and values. 

    ASSESSMENT CRITERION 4 
    Actual service standards in a specific environment are compared to organisational customer service policies and recommendations for improvement lead to improved service standards. 

    SPECIFIC OUTCOME 5 
    Choose interpersonal behaviours appropriate for occupational situations. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Identification of conflict situations and application of procedures/steps for resolving disputes/breakdowns in relations are appropriate for specific contexts. 

    ASSESSMENT CRITERION 2 
    Relationships and communication networks take account of culture, organisational level and type of customers, emphasizing honest, open and respectful dialogue. 

    ASSESSMENT CRITERION 3 
    Recommended ways of improving/modifying personal interaction techniques within a team/organisational environment are appropriate for specific context requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Assessment of learner achievements takes place at providers accredited by the relevant ETQA (RSA, 1998b) for the provision of programs that result in the outcomes specified for this unit standard.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider with the relevant ETQA.
  • The relevant ETQA according to the moderation guidelines and the agreed ETQA procedures will oversee moderation of assessment and is responsible for moderation of learner achievements of learners who meet the requirements of this unit standard. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Credited learners understand and can explain:
  • The hierarchy of human needs.
  • Organisation mission and vision.
  • Customer service from clients' perspective.
  • Relationship between customer service and company profitability.
  • Interface between customer service and product/service provided.
  • Telephone etiquette.
  • Business functions.
  • Customer service elements within the respective business functions.
  • Customer/service standard analysis.
  • Phases of customer service.
  • Moments of truth.
  • Internal customer service audit.
  • External customer service audit.
  • Job descriptions.
  • Key performance areas.
  • Activity standards.
  • General obstacles to effective customer service Weak links in the customer service chain.
  • Customer decision making process during the purchasing phase. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems where responses to problems show that such critical and creative thinking has been used to make responsible decisions for evaluating of customer service performance against set standards and taking corrective action when required. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to conduct, communicate and provide a service of excellence from the pre-transaction phase to the post-transaction phase. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematic and/or language skills in the modes of oral and/or written presentation for persuasion to effectively communicate with teams and individuals. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility towards the environment and health of others. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation. 

    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 
    This unit standard replaces unit standard 113847, "Foster and maintain customer relations", Level 3, 10 credits.

    Notes to assessors

    Assessors should keep the following principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the unit standard title to ensure assessment is integrated rather than fragmented. Remember that the person must be declared competent in terms of the overall unit standard outcome. Where assessment at unit standard title level is unmanageable, focus assessment around each specific outcome, or groups of specific outcomes.
  • Make sure evidence is gathered across the entire range, wherever it applies. Assessment activities should be as close to the real performance as possible, and where simulations or role-plays are used, there should be supporting evidence to show the learner is able to perform in the real situation.
  • Do not focus the assessment activities on each assessment criterion. Rather make sure the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the assessment criteria.
  • The assessment criteria provide the specifications against which assessment judgements should be made. In most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning techniques. Where this is required, there will be assessment criteria to specify the standard required.
  • The task of the assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this unit standard, that the learner can achieve the outcomes again and again and again. This means assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.
  • All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  65789   National Certificate: Construction Plant Operations  Level 2  NQF Level 02  Reregistered  2023-06-30  CETA 
    Core  63269   National Certificate: Gaming Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  CATHSSETA 
    Core  50285   National Certificate: Professional Driving  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 
    Core  64411   Further Education and Training Certificate: Automotive Spray Painting  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Core  58163   Further Education and Training Certificate: Community Recreation  Level 4  NQF Level 04  Reregistered  2023-06-30  CATHSSETA 
    Elective  49795   National Certificate: Rail Construction and Maintenance  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 
    Elective  64549   Further Education and Training Certificate: Automotive Body Repair  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  78525   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58539   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2009-02-18  Was MERSETA until Last Date for Achievement 
    Elective  78883   Further Education and Training Certificate: Autotronics  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  66249   Further Education and Training Certificate: New Venture Creation  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Elective  61670   Further Education and Training Certificate: Railway Construction and Maintenance  Level 4  NQF Level 04  Reregistered  2023-06-30  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. AAH Skills and Development 
    2. Academics Dynamics (Pty) Ltd 
    3. Afro Fleet (Pty) Ltd 
    4. Agisanang SA Training 
    5. Akane Training Academy 
    6. Aldabri 106 Institute for Quality Pty Ltd 
    7. Algoa Bus Company 
    8. All-in-one Driving Academy 
    9. AMA Training Skills Devleopment Centre 
    10. Andebe Training and Skills Development 
    11. Bakubung Driver Training and consultants CC 
    12. Bc Training Academy 
    13. Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) 
    14. Bev Short Training Consultants 
    15. Big J Training Academy 
    16. Bolton Business College & Computer Studies 
    17. Brilliant Skills Development & Training Solutions 
    18. Bumbene Safety Consultants (Pty) Ltd 
    19. Buscor 
    20. Cathy Hill Solutions (Pty) Ltd 
    21. Central Competent Centre (Pty) Ltd (BLOEMFONTEIN) (TP) 
    22. CHAMDOR DRIVER TRAINING CC 
    23. Coastal Kzn F.E.T. College - Swinton Road Campus 
    24. Coega Development Corporation 
    25. Commercial professional driver academy PTY Ltd 
    26. Continuous Development Training 
    27. Dawsons Training Academy (Pty) Ltd (DURBAN) (TP) 
    28. Dee's Training (PTY) LTD 
    29. Dee-Bravo Training Centre 
    30. Dees Driver Training Centre 
    31. Die Mnyandoro''s G.M. Agency (Pty) Ltd 
    32. DIONYSUS SKILLS DEVELOPMENT INITIATIVE PTY LTD 
    33. Diversity technology Training Institute 
    34. DJ Bosman Transport Pty Ltd 
    35. DON-DER TRUCK REPAIRS TRUST 
    36. Drive Smart Training Academy 
    37. Driving Sense 
    38. Dynamic Institute of Training S.A 
    39. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    40. EDU - FLEET 
    41. Edu Wize Group Pty Ltd 
    42. Educon Training and Development PTY LTD 
    43. Ekurhuleni West Public FET College - Germiston Campus 
    44. Ellohim Trading and Projects 
    45. ESS Holdings (PTY) Ltd 
    46. Evaflex 
    47. Excellect 209 PTY LTD 
    48. Exodec 388 CC 
    49. False Bay Public FET College - Westlake Campus 
    50. First Car Care (Pty) Ltd T/A STi Autobody Repairers (GOODWOOD) (TP) 
    51. Fost Training Pty (Ltd) 
    52. Global Maritime Legal Solutions Pty Ltd 
    53. Goldee Trading Academy 176 
    54. Golden Arrow Bus Services_pty Ltd 
    55. He and She Driver Training Centre 
    56. Humrec Human Resource Training 
    57. Ikaheng HR Solutions Pty Ltd 
    58. Ikusasa Lethu Projects and Training (Pty) Ltd 
    59. Impact Skills Development (Pty) Ltd 
    60. Imperial Logistics Group t/a Dedicated Contracts 
    61. Imperial Technical Training Academy (GERMISTON) (TP) 
    62. Imperial Technical Training Academy (WADEVILLE) (TP) 
    63. Inkqubela Consultants 
    64. Innovative Shared Services 
    65. Intellect Management & Training consultancy 
    66. Interlink Technical Training 
    67. Interstate Bus Lines 
    68. Iyanda Holdings(Pty) Ltd 
    69. JMC TECHNICAL TRAINING (Bloemfontein)(TP) 
    70. Josmap Training Institute 
    71. Kahisano Skills Development and Training 
    72. KDS Centre for Skills Development and Training Pty Ltd 
    73. Kempston Driving Academy 
    74. Khabanyane Training and development 
    75. Khulani HR Consultancy (Pty) Ltd 
    76. Kitta Transport Training Academy 
    77. KKH Operator Training and Projects Pty Ltd 
    78. Kulika Training and Consultancy Pty Ltd 
    79. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    80. KZN Taxi and Commuter Corporation NPC 
    81. Learncore 
    82. Learncorp 
    83. Learning Exchange Pty Ltd 
    84. Licence Wise 
    85. Lotlamoreng Training Academy 
    86. LTM Training and Remote Learning Solutions 
    87. Lwaze Lwanda General Traders CC 
    88. Makwedeng Training 
    89. Masakhane Further Education and Training 
    90. McCarthy Academy Cape Town (BLACKHEATH) (TP) 
    91. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    92. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    93. Mediro Training Academy 
    94. Mohloboli Trading and Projects 
    95. Molaetsa Wa Botshelo 
    96. Mopani South East FET College - Phalaborwa Campus 
    97. Moripe Business and Training Consultants 
    98. Mziphela Training and Projects Pty. Ltd 
    99. Ndikho Ndinani Protection (Pty) Ltd 
    100. Ndwamato Training Solutions PTY LTD 
    101. Nghunyule Investments 
    102. Northlink College - Bellville Campus 
    103. NOSA LOGISTICS PTY LTD 
    104. Nowethu Learning Institute cc 
    105. Ntalo Training & Consulting Services 
    106. Ntsoaki Driving School 
    107. Pal Passenger Bus Services 
    108. Precision skills development and training 
    109. Pro Driver Training (Pty) Ltd 
    110. PUTCO Pty Ltd 
    111. Qualitas Training cc (SELBY) (TP) 
    112. Quantum Leap College Pty Ltd 
    113. RAM Transport South Africa Pty Ltd 
    114. Rasehlo Transport and Tourism 
    115. RCH Investments (Pty) Ltd 
    116. Royal Impression Academy 
    117. Safe and Eco Driving Pty Ltd 
    118. Safety Skills Development Training 
    119. Seng''khona Trading Enterprise 129 cc 
    120. Shukela Training Centre 
    121. Sisabenza Operator Training (PTY) LTD 
    122. Siyashayela Training and Development 
    123. Skills For Life 
    124. SN Pool Transport 
    125. Solly''''s SkillsTraining Centre 
    126. Sophia''s Excellence Driving Academy 
    127. St Anthony's Education Centre (BOKSBURG) (TP) 
    128. SVA Training 
    129. THABO Training and Services 
    130. The Skills Authority 
    131. The Skills Matrix 
    132. TIESPRO (Pty) Ltd 
    133. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    134. Training at Divine Group Pty Ltd 
    135. Triton Express Pty Ltd 
    136. Tshireletso Multi-skills and Training 
    137. Uhlumelo Training and Development Solutions 
    138. UKWAKHILE TRAINING 
    139. Umfolozi FET College - Mandeni Campus 
    140. Uzoyithola Training and Consulting 
    141. Vhonisani Training Academy & Projects 
    142. Victoria driving School PTY LTD 
    143. Volkswagen of South Africa (Pty) Ltd - Technical Learning Academy (UIT 
    144. Voltrek Trading and Projects 
    145. Wheelman S A 
    146. Wide Horizon Advanced Training (PORT ELIZABETH) (TP) 
    147. Workplace Skills Institute (Pty) Ltd 
    148. Yes We Can Consulting Pty Ltd 


    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.