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 face-to-face and on the telephone in a banking environment 
SAQA US ID UNIT STANDARD TITLE
7177  Attend to customer enquiries face-to-face and on the telephone in a banking environment 
ORIGINATOR
SGB Banking and Micro Finance 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
BANKSETA - Banking Sector Education and Training Authority 
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Finance, Economics and Accounting 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
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 for entry level people who require customer contact skill. People credited with this unit standard are able to: demonstrate personal skills required for positions involving customer contact; greet customers and attend to customer enquiries face-to-face, attend to customer requests over the telephone; and respond to customer complaints face-to-face and on the telephone. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Open. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrate personal skills required for positions involving customer contact 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Personal hygiene and grooming skills are identified and used in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Skills may include but not be limited to - body cleansing, clothes/uniform maintenance, hair care and make-up.
 

ASSESSMENT CRITERION 2 
2. Communication skills are identified and used in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Skills may include but not be limited to - body language, active listening and giving information.
 

ASSESSMENT CRITERION 3 
3. Positive attitudes are used in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Attitudes may include but not be limited to - enthusiasm, interest, helpfulness, courtesy, confidence, availability and reliability.
 

SPECIFIC OUTCOME 2 
Greet and attend to customer enquiries face-to-face 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The customer is greeted in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
The greeting may include but not be limited to - smile, polite language, courtesy, appropriate welcoming phrase and appropriate non-verbal communication.
 

ASSESSMENT CRITERION 2 
2. Communication skills are demonstrated in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to active listening and information giving.
 

ASSESSMENT CRITERION 3 
3. Customer needs are identified and attended to in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to timeliness, accuracy, objectivity and courtesy.
 

ASSESSMENT CRITERION 4 
4. The customer's initial needs are met in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to - timeliness, accuracy and courtesy.
 

ASSESSMENT CRITERION 5 
5. Instances where enquiries should be referred to experienced staff are identified and acted upon in accordance with organisational requirements. 

SPECIFIC OUTCOME 3 
Attend to customer requests over the telephone 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The call is answered in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but are not limited to timeliness, courtesy, clarity, accuracy, objectivity, confidence and reliability.
 

ASSESSMENT CRITERION 2 
2. Telephone communication skills are demonstrated in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to active listening and information giving.
 

ASSESSMENT CRITERION 3 
3. All details of customer -caller - are recorded in accordance with organisational requirements. 

ASSESSMENT CRITERION 4 
4. All details of enquiry are noted and the message is checked for accuracy with the caller. 

ASSESSMENT CRITERION 5 
5. The request is responded to in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to promptness, call-back, timeliness, customer need met.
 

ASSESSMENT CRITERION 6 
6. The call is closed in accordance with organisational requirements. 

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

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The customer complaint is acknowledged in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to promptness, courtesy and objectivity.
 

ASSESSMENT CRITERION 2 
2. Information is obtained and noted in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to accuracy, relevance, clarity of expression and reliability.
 

ASSESSMENT CRITERION 3 
3. Complaints are referred to experienced staff in accordance with organisational requirements. 

ASSESSMENT CRITERION 4 
4. Feedback regarding progress of the complaint is given to the client, in accordance with organisational requirements. 

ASSESSMENT CRITERION 5 
5. The request is responded to in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to - promptness, callback, timeliness, and customer need met.
 

ASSESSMENT CRITERION 6 
6. The call is closed in accordance with organisational requirements. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
Accreditation process (including moderation):
  • Anyone assessing a learner against this unit standard must be registered as an assessor 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.
  • Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

    Therefore anyone wishing to be assessed against this unit standard may apply to be assessed by any assessment agency, assessor or provider institution which is accredited by the relevant ETQA. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners are able to:
  • Operate company specific systems in order to complete the task at hand
  • Resolve queries in an effective, efficient and value-added manner
  • Adhere to applicable organisational policies and procedures regarding customer enquiries, requests and complaints
  • Define types and features of products and services offered by the organisation
  • Attend to customer enquiries in accordance with the Code of Banking Practice
  • Demonstrate effective telephone skills
  • Communicate effectively with customers 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems when attending to customer enquiries, request and/or complaints, ensuring decisions regarding responses are only taken once all information has been obtained and verified. 

    UNIT STANDARD CCFO WORKING 
    The learner is able to work effectively with others when responding to customer complaints, ensuring efficient customer service. 

    UNIT STANDARD CCFO COMMUNICATING 
    The learner is able to communicate verbally when greeting and attending to customer enquiries face-to-face, attending to customer requests over the telephone and responding to customer complaints. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to demonstrate an understanding of the relationship between internal departments, business unit employees and clients and the importance of networking to effectively attend to customer enquiries face-to-face and on the telephone. 

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

    UNIT STANDARD NOTES 
    Legal requirements:

    Code of Banking Practice

    Terminology:

    In this unit standard organisational requirements refer to documented instructions about policy and procedures (including service level agreements and the application of legislation to enterprise situations). These instructions are available in the workplace, work site and/or training or educational establishment. Organisational requirements may include but are not limited to - health and safety requirements, service delivery requirements, special needs requirements, customer complaints requirements.

    Organisation refers to any workplace, work site and/or training or educational establishment:
    Customer refers to both internal and external customers and refers to the recipient of goods and/or services;
    Customer and/or visitor enquiries refer to requests for help. Enquiries may include but are not limited to - requests for information, requests for help in dealing with a complaint, requests for orders;
    Personal skills refer to the skills required for customer contact in relation to hygiene, grooming, communication, and presenting a positive attitude;
    Positive customer attitude refers to a genuine concern to assist customers, empathy, and a "can do" approach to meeting customer needs;
    Active listening refers to the skills of listening. These skills may include but are not limited to - questioning, reading and responding to body language, use of silence, paraphrasing, reflecting feelings, summarising.

    Assessment against unit standard:

    Assessment practices against this unit standard should meet the requirements of established assessment principles, such as validity, reliability and fairness. Assessment activities and tools, which are appropriate to the context in which learners are working, should be used. The assessment should ensure that all the specific outcomes, critical cross-field outcomes, and essential embedded knowledge are assessed. Learners are required to demonstrate that they can perform the specific outcomes with understanding and reflexivity and, where applicable, within all the situations and circumstances defined by the range statement(s). 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48883   Further Education and Training Certificate: Small Business Advising (Information Support)  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Elective  20184   National Certificate: Banking  Level 3  NQF Level 03  Reregistered  2023-06-30  BANKSETA 
    Elective  67465   National Certificate: Business Administration Services  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  60650   Professional Qualification: Business Administration  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  49021   Further Education and Training Certificate: Debt Recovery  Level 4  NQF Level 04  Reregistered  2023-06-30  FASSET 


    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.
     
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    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.