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: 

Build customer relations in an operational unit 
SAQA US ID UNIT STANDARD TITLE
258156  Build customer relations in an operational unit 
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 3  NQF Level 03  10 
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
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 aimed at people who interact with customers at the level where they are expected to be able to answer the majority of customer queries and resolve customer complaints.

These persons might have to direct queries and complaints to the appropriate contact persons in or outside the organisation to resolve customer complaints. Throughout these interactions these people will enhance the customers' experience and the image of the operational unit.

These persons are also able to identify and handle different types of customer behaviours in their operational unit in their area of work.

Qualifying Learners will be capable of:
  • Explaining customer behaviour.
  • Creating positive customer perceptions.
  • Interact with customers.
  • Resolving customer complaints. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that a learner will be competent in:
  • Communication at NQF Level 2. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain customer behaviour. 
    OUTCOME RANGE 
    Customers includes, but is not limited to:
  • Shoppers, the organisation's customers and internal customers. 
    		•

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The range of basic customer behaviour patterns are explained in terms of their service expectations. 
    ASSESSMENT CRITERION RANGE 
    Customer behaviour patterns may include, but are not limited to:
  • The customer in a hurry, the customer who is "just looking", the angry customer, the excited customer and potential customers.
     
    		•

    ASSESSMENT CRITERION 2 
    Appropriate methods for dealing with different behaviour patterns are explained as they apply to the behaviour of customers of the operational unit. 

    ASSESSMENT CRITERION 3 
    The application of the organisation's service policy is explained in relation to the different customer behaviour patterns. 

    SPECIFIC OUTCOME 2 
    Create positive customer perceptions. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The impact of customer perceptions is explained in terms of the result on the organisation's bottom line. 

    ASSESSMENT CRITERION 2 
    The environmental factors that will create positive and/or negative perceptions are described in relation to the customer profile of the business. 
    ASSESSMENT CRITERION RANGE 
    Factors may include, but are not limited to:
  • Stock availability, music, displays, housekeeping, temperatures, merchandiser call cycles, service, organisation policies and procedures.
     
    		•

    ASSESSMENT CRITERION 3 
    The factors that need to be considered in order to build a positive customer experience of the business are described within own area of responsibility. 

    SPECIFIC OUTCOME 3 
    Interact with customers. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The impact of personal interaction with customers is explained in terms of the operational unit. 

    ASSESSMENT CRITERION 2 
    A personal checklist for customer interaction is developed according to organisational policy and generally accepted customer service behaviours in own area of work. 

    ASSESSMENT CRITERION 3 
    The customer is interacted with in accordance with organisational guidelines. 

    SPECIFIC OUTCOME 4 
    Resolve customer complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Procedures for dealing with customer complaints are explained as they apply to the operational unit. 

    ASSESSMENT CRITERION 2 
    Customer complaints are handled according to organisational policies and procedures. 

    ASSESSMENT CRITERION 3 
    Resources to help resolve customer's complaints are identified according to organisational policies and procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any institution offering learning that will enable achievement of this unit standard and the related Exit Level Outcomes of the Qualification must be accredited by the relevant Education and Training Quality Assurance (ETQA) body.
  • External Moderation of assessment will be overseen by the relevant ETQA at its discretion.
  • The accredited Training Provider will oversee internal moderation of assessment.
  • Internal and external moderation should encompass achievement of competence described in the specific outcomes of the unit standard as well as the integrated competence described in the purpose of the unit standard. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • The organisation's service policy.
  • The application of the organisation's service policy in relation to the different customer behaviour patterns.
  • The environmental factors that will create positive and/or negative perceptions amongst customer.
  • The impact of personal interaction on the relationship with customers.
  • The requirements of a checklist that assesses staff interaction with customers. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems associated with customer relations in ones own area of responsibility by employing responsible decision-making and creative thinking. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group or role-players in providing customer services. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in discharging ones duties and responsibilities within the W&R business. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using appropriate modes of oral and/or written persuasion in dealing with all role-players to achieve customer satisfaction in a W&R business. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world, as a set of related systems by recognising that problem solving in customer care within a W&R business exists in a variety of related contexts. 

    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 
    Terminology:

    Operational unit refers to any situation where staff interact directly or indirectly with clients or customers whether internal or external to the unit. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  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 


    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. Gemini Training And Development Pty Ltd 
    2. Visual Excellence Trading 508 (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.