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: 

Deal with customers 
SAQA US ID UNIT STANDARD TITLE
14734  Deal with 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  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 
Each person operating in a service industry must treat customers with respect, giving the best possible service. This includes all aspects of maintaining customer care and dealing with complaints and incidents. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
None 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrated knowledge and understanding. 
OUTCOME NOTES 
1. The concept of the customer as a source of revenue for the business and therefore as the source of salaries is explained.

2. The impact of the loss of regular customer business on the organisation and on oneself is explained.

3. Possible ways customers could react to poor service are described.

4. Methods of satisfying irate customers and dealing with the complaints customers have are described.

5. Information that may not be given out to the customer is detailed, along with reasons for the confidentiality.

6. Reasons why complaints and customer feedback are good for the organisation are given.

7. Reasons for the importance of anticipating customer needs are given. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Arrange an environment in which the learner can be fairly assessed against the outcomes. 
ASSESSMENT CRITERION NOTES 
This unit standard must be assessed in the workplace or a realistic working environment. 

ASSESSMENT CRITERION 2 
2. Evaluate the learner's ability to meet the outcomes consistently. 
ASSESSMENT CRITERION NOTES 
  • This unit can be assessed by a combination of observation, questioning, role-play and testimonies from third parties, but the emphasis is to be on observation.
  • Observation must occur with at least 2 of the following types of customers (the remaining customer types may be assessed using any other assessment method): Adults, children, people with mobility difficulties, people with communication difficulties.
  • The unit must be assessed in conjunction with at least one other unit standard that deals with the supply of a service or product. 

  • ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 2 
    Demonstrated ability to make decisions about practice and to act accordingly. 
    OUTCOME NOTES 
    8. Customers are greeted in a polite and friendly manner that is suited to the situation and organisation.

    9. Customers are dealt with or referred to the appropriate person. (If referred, a clear and concise description of the problem is explained to the person dealing with the issue and reasons for referring the customer are explained).

    10. Customer complaints that occur outside the individual's authority or area of work are referred to the appropriate person. Reasons for the referral are given.

    11. Customer complaints and irate customers are dealt with according to organisational requirements and decisions are made about follow up actions to be taken.

    12. Establishment services are promoted in a manner that is suited to the situation. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard must be assessed in the workplace or a realistic working environment. 

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
  • This unit can be assessed by a combination of observation, questioning, role-play and testimonies from third parties, but the emphasis is to be on observation.
  • Observation must occur with at least 2 of the following types of customers (the remaining customer types may be assessed using any other assessment method): Adults, children, people with mobility difficulties, people with communication difficulties.
  • The unit must be assessed in conjunction with at least one other unit standard that deals with the supply of a service or product. 

  • ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 3 
    Demonstrated ability to learn from our actions and to adapt performance. 
    OUTCOME NOTES 
    13. Given an entirely different field (e.g. agriculture, manufacturing or information technology), the importance of customer care in that field is described.
    14. Suggestions to improve customer care in a particular context are made. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard must be assessed in the workplace or a realistic working environment. 

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
  • This unit can be assessed by a combination of observation, questioning, role-play and testimonies from third parties, but the emphasis is to be on observation.
  • Observation must occur with at least 2 of the following types of customers (the remaining customer types may be assessed using any other assessment method): Adults, children, people with mobility difficulties, people with communication difficulties.
  • The unit must be assessed in conjunction with at least one other unit standard that deals with the supply of a service or product. 

  • ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 


    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 
    Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category. This has been done as it was deemed necessary to ensure holistic assessment occurred. The specific outcomes can be applied in a range of contexts. Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context. The specific outcomes are comparable to outcomes used internationally. We therefore structured outcomes using the format noun + verb + condition (modifying phrase)

    Specific outcomes have been split into three categories:
    a. knowledge and understanding (what the learner must know and understand)
    b. decision-making and acting (what the learner must do)
    c. adapting performance ( including reflexive competence)

    In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes. If competencies are to be clustered in a meaningful way, then these unit standards cannot be split. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively (Specific Outcomes 8,11,12,14) 

    UNIT STANDARD CCFO CONTRIBUTING 
    Personal Development - participate as a responsible citizen (Specific Outcomes 1,2,5) 

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

    UNIT STANDARD NOTES 
    Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

    Recommendations and Exemplars for the design of:

    Learning/Curriculum
  • Although this unit standard can be taught in isolation, it is recommended that it be incorporated into learning around specific services and/or products.
  • The importance of customer care in all spheres of life should be given attention, together with the concept of serving others within the organisation as internal customers.
  • Learning should include role-plays/case studies/exercises that allow the learner to practice dealing with various types of customers (especially irate customers).

    Performance systems
  • Ongoing measurement of the learner's ability to meet this standard is recommended.
  • At a more senior level, the learner would be expected to implement and maintain a customer care system in his/her area of responsibility. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Fundamental  61597   National Certificate: General Travel  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Fundamental  61596   National Diploma: Food and Beverage Management  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Fundamental  14122   National Diploma: Retail Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  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. Africam Solutions (Pty) Ltd 
    2. AGB Tourism (Pty) Ltd 
    3. ATKV SAKE (PTY) LTD 
    4. Bella FE Consulting 
    5. Biziminds Academy 
    6. Corporate Training and Placement Solutions 
    7. Ekarom Sports and Leisure (Pty)Ltd 
    8. FOOD HOSPITALITY & TOURISM ACADEMY (PTY) 
    9. Foodbev Training Academy Pty Ltd 
    10. GP Skills Acadamy (Pty) Ltd 
    11. Kennies Hospitality & Consulting 
    12. KGWERANO HOSPITALITY SERVICES 
    13. Mosha Training and Projects (Pty) Ltd 
    14. NKN Trading 
    15. Phakwe Projects Pty Ltd 
    16. Soweto Chefs Academy 
    17. Tesoriro Trading 
    18. TFR Training Institute 
    19. Umsebenzi Wethu Training Solution (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.