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: 

Attend to customer enquiries in an office setting 
SAQA US ID UNIT STANDARD TITLE
14338  Attend to customer enquiries in an office setting 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Office Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 2  NQF Level 02 
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 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:
  • Hold a GETC or equivalent qualification
  • 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. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Greet a customer and identify his/her need or problem 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The customer is greeted promptly and courteously in accordance with established procedures. 

    ASSESSMENT CRITERION 2 
    2. Additional information to clarify the need or problem is requested and obtained from the customer. 

    ASSESSMENT CRITERION 3 
    3. The customer's needs are identified and if necessary reflected back to the customer to obtain clarity. 

    ASSESSMENT CRITERION 4 
    4. Enquiries of a semi-routine and predictable nature are resolved by applying a known procedure. 

    SPECIFIC OUTCOME 2 
    Attend to customer telephone, facsimile and electronic requests 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The query is answered clearly, accurately, confidently and objectively within a limited range of established contexts. 

    ASSESSMENT CRITERION 2 
    2. The requested information is supplied or the request refused politely, with reasons for the declination. 

    ASSESSMENT CRITERION 3 
    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. 

    ASSESSMENT CRITERION 4 
    4. The main details of the enquiry are noted and the entry is checked for accuracy with the caller. 

    ASSESSMENT CRITERION 5 
    5. The call is concluded in accordance with established and familiar procedures. 

    SPECIFIC OUTCOME 3 
    Refer a customer's request 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Reasons for the delay or non-availability of assistance are explained following established procedures. 

    ASSESSMENT CRITERION 2 
    2. Enquiries of an unpredictable nature that should be referred to experienced staff are identified and acted upon in accordance with established procedures. 

    ASSESSMENT CRITERION 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. 

    ASSESSMENT CRITERION 4 
    4. An agreement is reached with the customer on follow-up actions. 

    SPECIFIC OUTCOME 4 
    Respond to customer face-to-face and on the telephone 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The customer complaint or query is acknowledged in accordance with established procedures. 

    ASSESSMENT CRITERION 2 
    2. Accurate and relevant information needed to deal with the query is obtained following familiar procedures. 

    ASSESSMENT CRITERION 3 
    3. Complaints and promises made to the customer are communicated promptly to senior staff for information and verification. 

    ASSESSMENT CRITERION 4 
    4. Feedback regarding the progress of the complaint is given to the customer, following consultation with a more senior staff member. 

    ASSESSMENT CRITERION 5 
    5. The call is closed using familiar procedures. 

    ASSESSMENT CRITERION 6 
    6. The interaction is recorded as required by company policy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Accreditation and Moderation:
  • Accreditation for this Unit Standard shall be from the Services Seta Education and Training Quality Assurer (SSETQA) through assessment by a registered Assessor. Assessment should be contextual and be conducted in the workplace as far as possible.
  • Assessors must be registered as an Assessor and Moderators must be registered as moderators with SSETQA.
  • SSETQA will co-ordinate all moderation activities in accordance with their policies and procedures. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learner can:
  • Create positive interactions through communication and identifying negative communication patterns
  • Apply questioning and listening skills to provide effective customer service
  • Apply methods for handling complaints and know how to use complaints to improve service
  • Provide quality service to both internal and external customers 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    A learner is able to identify and solve customer problems of a routine nature. 

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

    UNIT STANDARD CCFO ORGANISING 
    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. 

    UNIT STANDARD CCFO COLLECTING 
    A learner is able to collect information and respond to queries within their agreed mandate. 

    UNIT STANDARD CCFO COMMUNICATING 
    A learner can communicate effectively by responding to the needs of their customers and colleagues. 

    UNIT STANDARD CCFO SCIENCE 
    A learner is able to use technology effectively to communicate and record customer queries and the learner`s response. 

    UNIT STANDARD CCFO CONTRIBUTING 
    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.

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

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  23833   National Certificate: Business Administration Services  Level 2  NQF Level 02  Reregistered  2023-06-30  SERVICES 


    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.
     
    NONE 



    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.