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:

Attend to customer enquiries in the insurance sector

SAQA US ID	UNIT STANDARD TITLE
8098	Attend to customer enquiries in the insurance sector
ORIGINATOR
SGB Financial Services
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 03 - Business, Commerce and Management Studies			Finance, Economics and Accounting
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 2	NQF Level 02	2
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2003-12-03	2006-12-03	SAQA 1351/03
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2007-12-03		2010-12-03

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 provides a broad introduction to the customer services sector. The focus is knowledge, skills, values and attitudes in relation to the learner`s own context and experience of the world of work.

The qualifying learner is capable of:

Greeting clients.

Attending to customer enquiries of a semi-routine and predictable nature.

Generating known solutions to a defined range of customer problems and queries.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

There is open access to this unit standard. Learners should either

Hold a GETC or equivalent qualification. Or

Be competent in communication and mathematical literacy NQF level 1.

UNIT STANDARD RANGE

The typical scope of this unit standard is customer enquiries of a semi-routine and predictable nature.

UNIT STANDARD OUTCOME HEADER

Greet a customer and identify his/her need or prob

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Greet a customer and identify his/her need or problem.

OUTCOME NOTES

1.1 The customer is greeted promptly and courteously in accordance with established procedures.

1.2 Additional information to clarify the need or problem is requested and obtained from the customer.

1.3 The customer's needs are identified and if necessary reflected back to the customer to obtain clarity.

1.4 Enquiries of a semi-routine and predictable nature are resolved by applying a known procedure.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Greet a customer and identify his/her need or problem.

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 2

Attend to customer telephone, facsimile and electronic requests.

OUTCOME NOTES

2.1 The query is answered clearly, accurately, confidently and objectively within a limited range of established contexts.

2.2 The requested information is supplied or the request refused politely, with reasons for the declination.

2.3 Details of customer's requests are recorded following established and familiar procedures that include but are not limited to computerised spreadsheets and/or log books.

2.4 The main details of the enquiry are noted and the entry is checked for accuracy with the caller.

2.5 The call is concluded in accordance with established and familiar procedures.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Attend to customer telephone, facsimile and electroni crequests.

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 3

Refer a customer's request

OUTCOME NOTES

3.1 Reasons for the delay or non availability of assistance are explained following established procedures.

3.2 Enquiries of an unpredictable nature that should be referred to experienced staff are identified and acted upon in accordance with established procedures.

3.3 The policy for dealing with unusual problems or queries is known and applied in cases where the problem falls outside of familiar contexts.

3.4 An agreement is reached with the customer on follow-up actions.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Refer a customer's request.

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 4

Respond to customer face-to-face and on the telephone.

OUTCOME NOTES

4.1 The customer complaint or query is acknowledged in accordance with established procedures.

4.2 Accurate and relevant information needed to deal with the query is obtained following familiar procedures.

4.3 Complaints and promises made to the customer are communicated promptly to senior staff for information and verification.

4.4 Feedback regarding the progress of the complaint is given to the customer, following consultation with a more senior staff member.

4.5 The call is closed using familiar procedures.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Respond to customer face-to-face and on the telephone.

ASSESSMENT CRITERION NOTES

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

This Unit Standard will be internally assessed by the provider and moderated by a moderator registered by INSQA or a relevant accredited ETQA. The mechanisms and requirements for moderation are contained in the document obtainable from INSQA,
INSQA framework for assessment and moderation.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

The learner can

1. Create positive interactions through communication and identifying negative communication patterns.

2. Apply questioning and listening skills to provide effective customer service.

3. Apply methods for handling complaints and know how to use complaints to improve service.

4. Provide quality service to both internal and external customers

UNIT STANDARD NOTES

This unit standard supports in particular, the following critical cross field outcomes at unit standard level:

1. A learner is able to identify and solve customer problems of a routine nature.

2. A learner can work effectively with others as a member of a team when referring queries and/or complaints to a colleague or superior.

3. A learner is able to organise and manage his/her own activities to enable him/her to return calls promptly and deliver on promises made to customers and colleagues.

4. A learner is able to collect information and respond to queries within their agreed mandate.

5. A learner can communicate effectively by responding to the needs of their customers and colleagues.

6. A learner is able to see the world as a set of related systems by understanding the implications of inaccuracies, inefficiencies or rude responses to customer queries.

7. A learner is able to use technology effectively to communicate and record customer queries and the learner`s response.

8. The learner can be culturally sensitive to customers and colleagues across a range of social contexts.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Elective	14657	National Certificate: Insurance Administration	Level 2	NQF Level 02	Passed the End Date - Status was "Registered"	2004-04-18	INSETA

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.

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