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: 

Describe the impact of customer service on a business 
SAQA US ID UNIT STANDARD TITLE
252244  Describe the impact of customer service on a business 
ORIGINATOR
SGB Transport and Logistics Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 1  NQF Level 01 
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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
110082  Understand the impact of customer service on a business  Level 1  NQF Level 01  Complete 

PURPOSE OF THE UNIT STANDARD 
A learner credited with this standard will be able to effectively interact with customers to the benefit of the business.

The qualifying learner will be capable of:
  • Explaining the relationship between business and the customer.
  • Providing customer satisfaction.
  • Solving problems that may lead to customer dissatisfaction.
  • Displaying appropriate behaviour when interacting with customers. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is desirable for learners wishing to achieve this unit standard to be competent at:
  • Communication at ABET Level 3 or equivalent.
  • Mathematical Literacy at ABET Level 3 or equivalent. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain the relationship between business and the customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Internal and external customers are defined and identified using organisational examples. 

    ASSESSMENT CRITERION 2 
    The importance of the customer to the business is explained using examples. 

    ASSESSMENT CRITERION 3 
    The role of the business in meeting the customer's needs is explained in terms of the organisation. 

    ASSESSMENT CRITERION 4 
    The role of the individual as a team member in meeting customer needs is identified in relation the role of the business. 

    ASSESSMENT CRITERION 5 
    The chain of customer service is described in relation to the individual's role. 

    SPECIFIC OUTCOME 2 
    Provide customer satisfaction. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer satisfaction is defined and explained in accordance the organisational policies. 

    ASSESSMENT CRITERION 2 
    The needs and expectations of customers are explained in relation to services rendered. 

    ASSESSMENT CRITERION 3 
    The role of the team member in meeting the needs and expectations of customers is described in relation of his/her workplace role. 

    ASSESSMENT CRITERION 4 
    Business competition is explained in relation to customer satisfaction. 

    ASSESSMENT CRITERION 5 
    Personal performance is measured in terms of set organisational standards and values. 

    SPECIFIC OUTCOME 3 
    Solve problems that may lead to customer dissatisfaction. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The types of customer related problems are identified in relation to the role of the individual team member. 

    ASSESSMENT CRITERION 2 
    Problem solving methods are identified and explained according to organisational guidelines. 

    ASSESSMENT CRITERION 3 
    Problem solving methods are applied to a given scenario. 

    SPECIFIC OUTCOME 4 
    Display appropriate behaviour when interacting with customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer complaints are addressed in accordance with organisational procedures. 

    ASSESSMENT CRITERION 2 
    Inappropriate behaviour when dealing with a customer is described using examples. 

    ASSESSMENT CRITERION 3 
    The role as the organization`s representative is explained according to the level of responsibility/authority. 

    ASSESSMENT CRITERION 4 
    Follow-up and reporting is undertaken in accordance with organizational procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any institution offering learning that will enable achievement of this unit standard and the related Exit Level Outcomes of the Qualification must be accredited by the relevant Education and Training Quality Assurance (ETQA) body.
  • External Moderation of assessment will be overseen by the relevant ETQA at its discretion.
  • The accredited Training Provider will oversee internal moderation of assessment.
  • Internal and external moderation should encompass achievement of competence described in the specific outcomes of the unit standard as well as the integrated competence described in the purpose of the unit standard. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Types of customers.
  • Relationship between customer and business.
  • Chain of customer service.
  • Customer satisfaction/dissatisfaction indicators.
  • Business competition.
  • Problem solving methods. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identifying and solving problems in which responses display that responsible decisions using critical and creative thinking have been made in resolving customer dissatisfaction. 

    UNIT STANDARD CCFO WORKING 
    Working effectively with others as member of the team in communicating with all role-players to ensure customer satisfaction. 

    UNIT STANDARD CCFO ORGANISING 
    Organising and managing oneself and one's activities responsibly while interacting with customers. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicating effectively by using language skills in the modes of oral and/or written persuasion in resolving customer related problems. 

    UNIT STANDARD ASSESSOR CRITERIA 
  • Assessors must be registered as assessors with a relevant ETQA or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Assessors must be in possession of a relevant qualification at a minimum of National Qualifications Framework (NQF) Level 2. 

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

    UNIT STANDARD NOTES 
    This unit standard replaces unit standard 110082, "Understand the impact of customer service on a business", Level 1, 6 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  59300   General Education and Training Certificate: Transport  Level 1  NQF Level 01  Reregistered  2023-06-30  TETA 
    Elective  65789   National Certificate: Construction Plant Operations  Level 2  NQF Level 02  Reregistered  2023-06-30  CETA 


    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 Training Centre 
    2. Aldabri 106 Institute for Quality Pty Ltd 
    3. Andebe Training and Skills Development 
    4. Aveng Grinaker -LTA Civil Engineering 
    5. Barloworld Transport Solutions 
    6. Dee's Training (PTY) LTD 
    7. DIONYSUS SKILLS DEVELOPMENT INITIATIVE PTY LTD 
    8. He and She Driver Training Centre 
    9. Imperial Logistics & Transport A Div Of Imper 
    10. Imperial Logistics Group t/a Dedicated Contracts 
    11. Innovative Shared Services 
    12. Learncorp 
    13. Learning Exchange Pty (Ltd) 
    14. Makwedeng Training 
    15. NOSA LOGISTICS PTY LTD 
    16. OSR Trading 
    17. P and R Development and Training (Pty) Ltd 
    18. Production Management Institute (PMI) 
    19. Siyaloba Training Academy 
    20. Skills For Life 
    21. Staffing Logistics 
    22. Training Force 
    23. Value Logistics Limited 
    24. Wheelman S A 



    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.