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: 

Apply client service techniques to improve service delivery 
SAQA US ID UNIT STANDARD TITLE
120310  Apply client service techniques to improve service delivery 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 5  Level TBA: Pre-2009 was L5 
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 
This Unit Standard is intended for elected political leaders and public sector officials involved with the service delivery activities that require use of public assets to render services to the communities. This Unit Standard contributes to the development of management skills of South Africa's public officials and political executives, strategic executive managers and other role-players contributing to the development of improved service delivery to communities. The qualifying learner will be able to apply the appropriate knowledge, skills and values to employ client service techniques that are suited to varying customer behaviour and characteristics.

The qualifying learner is capable of:
  • Analysing the relationship between service communication and client behaviour and characteristics.
  • Applying client service techniques.
  • Applying client techniques to high-risk customer relations.
  • Applying professional conduct in service provision. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication at NQF Level 4.
  • Mathematical Literacy at NQF Level 4. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Analyse the relationship between service communication and client behaviour characteristics. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Differing client behaviour and characteristics are described in relation to the Public Service context. 

    ASSESSMENT CRITERION 2 
    Client service techniques that are applicable to internal and external customers are discussed and detailed in accordance with the Public Service Sector. 

    ASSESSMENT CRITERION 3 
    Client service techniques to ensure effective communication with differing customer types are selected according to Public Service requirements. 

    ASSESSMENT CRITERION 4 
    Feedback and reporting processes that provide for service are described in relation to how they impact on clients in varying public sector contexts. 

    SPECIFIC OUTCOME 2 
    Apply client service techniques. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Sources of communication difficulties and obstacles with internal and external clients are identified according to the Public Service Sector. 

    ASSESSMENT CRITERION 2 
    Service provider's behavioural style is adapted to suit different client behaviours in accordance with organisational guidelines. 

    ASSESSMENT CRITERION 3 
    A client service technique is selected and applied to suit the customer service context according to Batho Pele principles. 

    ASSESSMENT CRITERION 4 
    Report feedback on the impact of the applied client service techniques in accordance with organisational procedures. 

    SPECIFIC OUTCOME 3 
    Apply client service techniques to high-risk customer relations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Client relations and service delivery research is collated and organised to identify high-risk areas of provision within the Public Service Sector. 

    ASSESSMENT CRITERION 2 
    Communication techniques suited to high-risk customer relations is identified and applied in accordance with organisational policies and procedures. 

    ASSESSMENT CRITERION 3 
    Appropriate actions and plans are devised and deployed in time to avoid crises in line with specific sector procedures. 

    ASSESSMENT CRITERION 4 
    Mechanisms for recording future high-risk customer relations are designed and maintained on an ongoing basis. 

    SPECIFIC OUTCOME 4 
    Apply professional conduct in service provision. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The principles of Batho Pele are applied when dealing with internal and external clients. 

    ASSESSMENT CRITERION 2 
    The rights of customers are upheld and discussed in all contexts of service provision in accordance with the Batho Pele principles. 

    ASSESSMENT CRITERION 3 
    Organisational values and ethics are applied to service delivery within a team context. 

    ASSESSMENT CRITERION 4 
    Contingency plans are developed and communicated to all service delivery team members as per organisational practice. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learner must demonstrate an understanding of:
  • The Public Services Act
  • The Municipal Systems Act and the Municipal Structures Act
  • The Promotion of Administrative Justice Act
  • The Promotion of Access the Information Act
  • The Batho-Pele White Paper on Transforming Public Sector Service Delivery
  • Public Finance Management act
  • Information flows within the organisation
  • Client service techniques
  • Communication obstacles and techniques 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems using critical and creative thinking processes to ensure the use of appropriate client service techniques. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to review the impact of client service techniques in a department/organisation. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly when apply and reviewing client service techniques. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information to enhance client service techniques for internal and external customers. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to ensure effective service delivery. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others to capture information relating to customers. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that client service contexts
    do not exist in isolation. 

    UNIT STANDARD CCFO CONTRIBUTING 
  • Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery within the public sector is carried out in a responsible and accountable manner.
  • Be culturally and aesthetically sensitive in relating to all internal and external roleplayers across a range of contexts when applying client service techniques. 

  • 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 
    Articulation possibilities:

    This Unit Standard will enable a learner to articulate to other qualifications in Financial Management, Financial Services, Business Administration, Public Finance Management and Administration, Municipal Finance Management and Administration, Generic Financial Management, Leadership in Local Government. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  67467   National Certificate: Municipal Governance  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  58759   National Certificate: Ports and Harbours  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  TETA 
    Core  50060   National Certificate: Public Administration  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Core  57805   National Certificate: Public Sector Employment and Skills Development Practices  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Core  59304   National Diploma: Freight Forwarding and Customs Compliance  Level 5  NQF Level 05  Reregistered  2023-06-30  TETA 
    Elective  78526   National Certificate: Automotive Repair and Maintenance  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58883   National Certificate: Fluid Power  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MERSETA 
    Elective  50122   National Certificate: Policing  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2018-12-07  SAS SETA 
    Elective  60549   National Diploma: Aeronautical Information Management Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2016-12-31  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. Africa Corporate Training Institute and HR Consulting 
    2. ARMS - Audit & Risk Management Solutions 
    3. Bantubanye Skills 
    4. Boni Africa Events & Development 
    5. C D M INDOOR RANGE 
    6. CTC College(PTY) LTD. 
    7. DEFENSIVE TRAINING CONCEPTS 
    8. Development Bank of Southern Africa (DBSA) 
    9. GOBELA CONSULTING 
    10. Jobafrik Consulting 
    11. Josmap Training Institute 
    12. Kgolo Institute 
    13. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    14. Letlhokoa Management Services CC 
    15. M.I.C. Training and Development 
    16. Mahayi HRD Services cc 
    17. Marcado Human Resources Strategies 
    18. McCarthy Academy Cape Town (BLACKHEATH) (TP) 
    19. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    20. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    21. Mod-Mosh Projects and Consulting (PTY) LTD 
    22. Mortarboard Training Solutions 
    23. Nemalale Eagles Consultancy CC 
    24. Nhlahle Development Agency 
    25. SA Maritime School and Transport College 
    26. SBV SERVICES MIDRAND 
    27. SHEPPERD ACADEMY 
    28. Sisodwa Investment Enterprise 
    29. SNAP SOLUTIONS NETWX PTY LTD 
    30. Solstice Networks CC. 
    31. SOUTH AFRICAN POLICE SERVICE / PROFESSIONAL DEVELOPMENT CENTRE 
    32. SOUTH AFRICAN POLICE SERVICE BASIC TRAINING PROVISION 
    33. STARPLEX 408 CC 
    34. SWARANANG MANAGEMENT CONSULTING CC 
    35. The Automobile Association of South Africa T/A AA Training Academy (MO 
    36. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    37. TSHWANE METROPOLITAN POLICE DEPARTMENT ACADEMY 
    38. Vhutshilo Health And Training Organisation 
    39. Ya Hina Management Consulting and projects 
    40. Zambezi Accounting (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.