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: 

Supervise customer service standards 
SAQA US ID UNIT STANDARD TITLE
118028  Supervise customer service standards 
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 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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 people who supervise service standards in wholesale and retail stores. Persons credited with this standard can select from a wide choice of procedures ranging from standard to non-standard. They are responsible for the achievement of group output.

Persons credited with this unit standard will be able to identify areas of service impact, analyse existing service standards and compare them to organisational service requirements. They will also be able to draw up and implement action plans to improve service standards. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learners has completed Grade 12 or equivalent before attempting this unit standard. 

UNIT STANDARD RANGE 
Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Implement customer service standards in accordance with the prescribed organisational requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    "Moments of truth" are explained based on their impact on customer impressions. 
    ASSESSMENT CRITERION RANGE 
    "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
     

    ASSESSMENT CRITERION 2 
    Service standards are identified as required by the organisation. 

    ASSESSMENT CRITERION 3 
    Service standards are evaluated in terms of existing service delivery. 

    ASSESSMENT CRITERION 4 
    A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

    SPECIFIC OUTCOME 2 
    Improve customer service standards. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    An action plan to improve service standards is developed within the constraints and priorities of the organisation. 

    ASSESSMENT CRITERION 2 
    The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

    ASSESSMENT CRITERION 3 
    The success of the action plan is evaluated and adapted according to identified requirements. 

    SPECIFIC OUTCOME 3 
    Oversee the handling of customer queries and complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The procedures for handling queries and complaints are explained according to organisation's policy and procedures. 

    ASSESSMENT CRITERION 2 
    The handling of queries and complaints is monitored and evaluated against the organisation's requirements. 

    ASSESSMENT CRITERION 3 
    Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Moderation:

    Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • The areas falling within the term "moments of truth".
  • Organisation's service standards.
  • Organisational procedure for handling customer queries and complaints.
  • How to compile action plans. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 

  • UNIT STANDARD CCFO WORKING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

  • UNIT STANDARD CCFO ORGANISING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 

  • UNIT STANDARD CCFO COLLECTING 
    Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

    Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
  • Service standards are identified as required by the organisation.
  • Service standards are evaluated in terms of existing service delivery.
  • A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Specific Outcome 3: Oversee the handling of customer queries and complaints.

    Assessment Criteria:
  • The procedures for handling queries and complaints are explained according to organisation's policy and procedures.
  • The handling of queries and complaints is monitored and evaluated against the organisation's requirements.
  • Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 

  • 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 
    Moment of truth in this unit standard refers to any moment where the customer forms an impression as to the service levels and image of the organisation. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50309   Further Education and Training Certificate: Environmental Practice  Level 4  NQF Level 04  Reregistered  2018-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2018-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Reregistered  2018-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  67463   Further Education and Training Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Reregistered  2018-06-30  MICTS 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  64209   Further Education and Training Certificate: Metals Production  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  72050   Further Education and Training Certificate: Pharmacist Assistance  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 


    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. A4 Consultancy CC 
    2. ABA Sebenzi 
    3. ABEMS Training Institute (PTY) Ltd. 
    4. Aboutlearning Pty Ltd 
    5. Alpha Business Consultants 
    6. Amadwala 623 CC 
    7. Amazibuko Business Solutions 
    8. ArcelorMittal South Africa Ltd (VANDERBIJLPARK) (TP) 
    9. Asiphokuhle Training and Research Institute 
    10. Atlegang Training Consulting 
    11. AURECON TRAINING ACADEMY 
    12. AVAX SA 481 CC. T/A Mandisa Development Services 
    13. Azitjhewi Construction 
    14. Bantubanye Skills 
    15. Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) 
    16. Big Start Training and Development 
    17. Bikologix Projects 
    18. Blitz Skills Developers 
    19. Boikgantsho Consulting & Events 
    20. Central Bridge Trading 109 
    21. College of Production Technology 
    22. Columbus Stainless (Pty) Ltd (MIDDELBURG) (TP) 
    23. Continuing Education Programme 
    24. Cradle Stars Trading Enterprise 
    25. Creative Thinking Trading 524 
    26. CTC College(PTY) LTD. 
    27. Dean Institute Of Learning (Pty) Ltd 
    28. Ditirelo Skills Development Services 
    29. Ditlou Solutions 
    30. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    31. Edutel Wholesale & Retail Academy 
    32. Edutraining Business College 
    33. Ekurhuleni West Public FET College - Germiston Campus 
    34. Elective Training Institute Enterprise CC 
    35. Environmental Leadership Academy 
    36. Essential Skills 
    37. Gemini Training And Development Pty Ltd 
    38. Gijima AST Holdings (Pty) Ltd T/A Industrial Skills Development (Tlhah 
    39. Glere Skills and Consultants 
    40. Globalwise Training & Consulting (PTY) Ltd. 
    41. GNS Enterprise 
    42. Gogone S Trading & Projects 
    43. Goitsikitso Enterprise Trading 
    44. Gravitazz Consulting 
    45. Growth Management Consulting 
    46. Health Science Academy 
    47. Heavenly Button Trading CC 
    48. HV Consultants (Pty) Ltd (PORT ELIZABETH) (TP) 
    49. Icando 
    50. Institute for Local Government and Housing 
    51. Institute of Health and Social Care Studies 
    52. IQ Skills Academy (PTY) LTD. 
    53. Isiphephelo Consultants 
    54. ITO Focus Reagile 
    55. Jobafrik Consulting 
    56. Josmap Training Institute 
    57. Kalideen Management 
    58. Kay Beez Development Projects 
    59. Keewave Trading 403 (Pty) Ltd T/A VH Consulting (DURBAN) (TP) 
    60. Kgolo Institute 
    61. Kgotla Trading Enterprise 
    62. Khosithi Training 
    63. Khula Nonke Training & Development 
    64. Kutlwa Consultancy 
    65. Kuyakhula Development Initiatives 
    66. Lapa La Afrika Farming and Projects 
    67. Lekopani Training Institute 
    68. Leronsa Trading Enterprise 
    69. Letlhokoa Management Services CC 
    70. Lewerb Holdings (PTY) Ltd 
    71. Liza Gresse Consulting 
    72. Lorpen Investments 
    73. M.I.C. Training and Development 
    74. Makavila Suppliers CC. 
    75. Mamuhle Academy 
    76. Mangalani Business Enterprises 
    77. Marcado Human Resources Strategies 
    78. Marrian Ridge Computer Centre (Pty) Ltd 
    79. MashMP Holdings 
    80. Mashphe Logistics Services 
    81. Masstores (Pty) Ltd 
    82. MCD Training Centre (Pty) Ltd (MEYERTON) (TP) 
    83. Mementos Training Pty Ltd 
    84. Mercedes Benz South Africa (Pty) Ltd (CENTURION) (TP) 
    85. Mercedes Benz South Africa (Pty) Ltd (EAST LONDON) (TP) 
    86. Mgwezane Training and Events Management CC. 
    87. Miczo's Enterprise 
    88. Mimosa Business Consultants 
    89. Mission Point Consulting 
    90. MML Consulting CC. 
    91. Mod-Mosh Projects and Consulting (PTY) LTD 
    92. Mortarboard Training Solutions 
    93. MULTI MODE LEARNING 
    94. MZANSI SKILLS BASE CC (Selby)(TP) 
    95. Nemalale Eagles Consultancy CC 
    96. Nhlahle Development Agency 
    97. Nissan SA (Pty) Ltd (ROSSLYN) (TP) 
    98. NJ & L Trading Enterprise CC. 
    99. NOFESA cc 
    100. NOMAKU TRADERS CC 
    101. Northlink College - Protea Campus 
    102. NS Global Academy 
    103. Ntsangalala Business Enterprise 
    104. Nyankwavi Investment CC. 
    105. Occupation-Defined Learning 
    106. Owl Business Training (Pty) Ltd 
    107. PFIM Trading (Pty) Ltd 
    108. Pharmacy Training and Development Project Sefako Makgatho Health Scie 
    109. Pioneer Business Consulting 
    110. Planet Waves 237 (Pty) Ltd T/A Occupational Learning Centre (OLC) (PRE 
    111. PMA Holdings (PTY ) LTD. 
    112. Power Rush Trading 170 CC. 
    113. QTE Training & Consulting cc T/A QTE (GERMISTON) (TP) 
    114. Quick Leap Investment 
    115. Reflections Development Institute 
    116. RMCII Solutions (Pty) Ltd 
    117. Russ Projects T/A Academy Workplace Development (AWD) (HARRIETDALE) (T 
    118. Samancor Chrome Ltd T/A Khuphuka Training & Development (MIDDELBURG) ( 
    119. SDTSA Training Providers 
    120. Seige Trading Solutions 
    121. Senelo Trading CC 
    122. Shoprite Checkers 
    123. Siljeur Training Academy 
    124. Simtho Investments (PTY) LTD 
    125. Sinokuhle Konke Trading Enterprise 
    126. South African ABET Development Agency SAADA 
    127. Spar Group Ltd 
    128. Spring Forest Trading 578 CC 
    129. SWARANANG MANAGEMENT CONSULTING CC 
    130. Talent Emporium Academy (PTY) Ltd 
    131. Tembe Service Providers 
    132. Thando Consulting Services 
    133. The Crimson CO CC. 
    134. Thembeni Skills Development Trading and Projects 
    135. Thubelihle Graduate Institute 
    136. Thuto Lere Community Empowerment Programme 
    137. Tlaletso Consultants 
    138. TLD Consulting 
    139. Tradesman Consulting and Training Solutions 
    140. Tsebong Training Centre 
    141. Tshepang Consulting & Project 
    142. Tshwane Skills Training Centre 
    143. Tshwane Training Institute (PTY) LTD. 
    144. Tuns Trading and Projects (Pty) Ltd 
    145. Twin Peak Technologies 
    146. Ubuqhawe Consulting (Pty) Ltd 
    147. Ukhamba Quality Skills 
    148. ULM Campus Pharmacy Training and Development 
    149. Umfolozi FET College 
    150. Umqondo Consultancy 
    151. University of Venda 
    152. Ursivox Interactive Systems 
    153. Vhutshilo Health And Training Organisation 
    154. Vicmat Consultants 
    155. Wildlife and Enviroment Society of South Africa 
    156. Woolworths Pty Ltd 
    157. XL AT Consulting CC 
    158. Ya Hina Management Consulting and projects 



    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.