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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: |
Improve service to customers |
SAQA US ID | UNIT STANDARD TITLE | |||
7865 | Improve service to customers | |||
ORIGINATOR | ||||
SGB Hospitality,Tourism,Travel, Leisure and Gaming | ||||
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY | ||||
- | ||||
FIELD | SUBFIELD | |||
Field 11 - Services | Hospitality, Tourism, Travel, Gaming and Leisure | |||
ABET BAND | UNIT STANDARD TYPE | PRE-2009 NQF LEVEL | NQF LEVEL | CREDITS |
Undefined | Regular | Level 5 | NQF Level 05 | 6 |
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 |
The learner must at all times attempt to improve the relationships with customers and thereby retain as many customers as possible. |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
The following unit standards are assumed to have been achieved prior to the assessment of this unit standard: `Provide customer service`. |
UNIT STANDARD RANGE |
Range statements are included with specific outcomes as necessary. |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Obtain feedback from customers in order to improve customer service in accordance with organisational procedures. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
The organisation's customer feedback procedures are described. |
ASSESSMENT CRITERION 2 |
Comments on service reliability and preferences from customers are identified, recorded and constantly encouraged. |
ASSESSMENT CRITERION 3 |
A trend analysis based on customer feedback and sales data is conducted. |
ASSESSMENT CRITERION 4 |
Possible improvements to customer feedback systems are suggested and reasons for the suggestions given. |
SPECIFIC OUTCOME 2 |
Describe the importance of improving service by taking different cultures into consideration when interacting with customers. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Various team building techniques that can be implemented are described. |
ASSESSMENT CRITERION 2 |
The importance of encouraging colleagues to offer ideas to improve service to customers is explained. |
ASSESSMENT CRITERION 3 |
The importance of cultural considerations when interacting with customers is explained. |
SPECIFIC OUTCOME 3 |
Implement a comprehensive long term plan for raising and maintaining service levels in the organisation. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Organisational procedures and service standards are evaluated and adjusted. |
ASSESSMENT CRITERION 2 |
Service improvement efforts within own area of responsibility are initiated. |
ASSESSMENT CRITERION 3 |
Changes in procedures and service standards are promptly communicated to all concerned. |
ASSESSMENT CRITERION 4 |
A long term plan is developed. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar. 3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA. 4. Moderation of assessment will be done by the relevant ETQA at its discretion. |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated knowledge and understanding" is required. |
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO COLLECTING |
Collect, analyse and evaluate information:
|
UNIT STANDARD CCFO COMMUNICATING |
Communicate effectively:
|
REREGISTRATION HISTORY |
As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. |
UNIT STANDARD NOTES |
Recommendations and Exemplars for the design of:
Learning / Curriculum |
QUALIFICATIONS UTILISING THIS UNIT STANDARD: |
ID | QUALIFICATION TITLE | PRE-2009 NQF LEVEL | NQF LEVEL | STATUS | END DATE | PRIMARY OR DELEGATED QA FUNCTIONARY | |
Core | 24433 | Diploma: Hospitality Operations | Level 5 | NQF Level 05 | Passed the End Date - Status was "Reregistered" |
2012-06-30 | CATHSSETA |
Core | 49086 | National Certificate: Auctioneering Management | Level 5 | Level TBA: Pre-2009 was L5 | Passed the End Date - Status was "Reregistered" |
2011-02-16 | Was SERVICES until Last Date for Achievement |
Core | 97228 | National Certificate: Paralegal Practice | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Core | 14123 | National Diploma: Accommodation Services | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | CATHSSETA |
Core | 14109 | National Diploma: Fast Food Services | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | CATHSSETA |
Core | 61596 | National Diploma: Food and Beverage Management | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Core | 48888 | National Diploma: Hiring Operations Management | Level 5 | NQF Level 05 | Passed the End Date - Status was "Reregistered" |
2016-12-31 | SERVICES |
Core | 14112 | National Diploma: Professional Cookery | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | CATHSSETA |
Elective | 14120 | National Certificate: Gaming (Slots Operations) | Level 3 | NQF Level 03 | Passed the End Date - Status was "Reregistered" |
2008-09-17 | Was CATHSSETA until Last Date for Achievement |
Elective | 23433 | Further Education and Training Certificate: Micro Finance | Level 4 | Level TBA: Pre-2009 was L4 | Reregistered | 2023-06-30 | BANKSETA |
Elective | 20414 | National Diploma: Service Management | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | CATHSSETA |
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. | 2000 SIMUNYE SECURITY TRAINING ACADEMY |
2. | AAR Trading and Projects (Pty) Ltd |
3. | ABBA THEKGA CONSULTING |
4. | ADVANCED RISK SOLUTIONS 10000 (PTY) LTD |
5. | AFRIC POLICING INSTITUTE |
6. | Amandla Obunye Training Academy |
7. | BATES COLLEGE OF TECHNOLOGY (PTY) LTD |
8. | BITLINE SA 368 CC |
9. | BOKAMOSO INSTITUTE OF SOUTH AFRICA |
10. | BROOKLYN CITY COLLEGE (PTY) LTD - PRETORIA |
11. | Chartall Business College |
12. | Chithi Holdings |
13. | COLLINS SEBOLA FINANCIAL SERVICES (PTY) |
14. | Compuscan Academy |
15. | DC Dali Debt Counsellors |
16. | Department Of Justice (head Office) |
17. | DOBSONVILLE HUMAN RIGHTS CENTRE |
18. | E E L PROTECTION SERVICES |
19. | Ekurhuleni East College For TVET |
20. | EKURHULENI EAST TVET COLLEGE |
21. | EKURHULENI WEST TVET COLLEGE |
22. | ENGIE SECURITY SERVICES TRAINING AND DEVELOPMENT CENTRE PTY LTD |
23. | Felix Risk Training Consultants |
24. | FUMANI HOLDINGS PTY LTD |
25. | Fungi Business Consulting (Pty) Ltd |
26. | GOLDFIELDS TVET COLLEGE |
27. | GREEN MARKET SQUARE T/A SA LAW SCHOOL PRETORIA |
28. | HILLCROSS BUSINESS COLLEGEPTY LTD |
29. | HJN POLOKWANE BRANCH PTY LTD |
30. | HJN PROTORIA BRANCH 02 |
31. | HJN TRAINING CC |
32. | Ikhwezi Training Institute (Pty) Ltd |
33. | ILUBALETHU PROJECTS |
34. | INSTITUTE FOR PROFESSIONAL LEGAL TRAINING |
35. | Jumpstart Training Institute |
36. | Jumpstart Your Career |
37. | Legal Practice Academy |
38. | LWAZI ACADEMY OF LEARNING |
39. | MALUTI TVET COLLEGE KWETUSONG CAMPUS |
40. | MANDULO FOUNDATION |
41. | MAS SAFE SECURITY CC |
42. | MAT 007 (PTY) LTD |
43. | MIDRAND TRAINING ACADEMY PTY LTD |
44. | MONTANA KONSTRUKSIE |
45. | N MAHARAJ ATTORNEYS |
46. | Ndiwatendi General Enterprise (PTY) Ltd |
47. | NKANGALA TVET COLLEGE |
48. | Nwasamu Trading & Projects |
49. | Octomate (Pty) Ltd |
50. | ORBIT TVET COLLEGE |
51. | Oupa Moshebi & Associates |
52. | OXY TRADING 735 CC |
53. | PTS College |
54. | RAMAZWI SECURITY SERVICES CC |
55. | Redefined Skills Training & Development (Pty) Ltd |
56. | REVOLT GROUP TRADING( PTY) LTD |
57. | RI A LINDA SECURITY SOLUTIONS |
58. | Riaphathutshedza (PTY) LTD |
59. | RUDO CONSULTING cc |
60. | SA PROTECTION AND SECURITY UNIT (PTY) LTD |
61. | SHAMARIAH SECURITY AND TRAINING |
62. | SIYANIVIKELA SECURITY SERVICES |
63. | SIZANI CONSULTING |
64. | SNAP SOLUTIONS NETWX PTY LTD |
65. | SOUTH AFRICAN LAW SCHOOL |
66. | SOUTH AFRICAN LAW SCHOOL RANDBURG |
67. | Success Skills Development and Training Pty Ltd |
68. | The Institute of Paralegal Practice Development and Research |
69. | Tshwane South Public FET College - Central Office |
70. | Tshwane South Public FET College - Pretoria West Campus |
71. | TSHWANE SOUTH TVET COLLEGE ATTERIDGEVILLE CAMPURS |
72. | TSHWANE SOUTH TVET COLLEGE ODI CAMPUS |
73. | TSHWANE SOUTH TVET COLLEGE PRETORIA WEST CAMPUS |
74. | UNLOCK INNOVATIONS (PTY) LTD |
75. | WZ Events and Projects Management Umtata |
76. | XULU-MAKHATHINI CONSULTANT |
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. |