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: 

Provide Customer Service 
SAQA US ID UNIT STANDARD TITLE
7789  Provide Customer Service 
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 4  NQF Level 04 
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 
Determine the requirements of a customer; treat them in a polite and friendly manner in order to improve customer care in accordance with organisational requirements. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The concept of the customer as a source of revenue for the business and therefore the source of salaries are explained. 

ASSESSMENT CRITERION 2 
The importance of anticipating customers' needs is explained. 

ASSESSMENT CRITERION 3 
Information that may not be given to the customer is described and the reasons for confidentiality are explained. 

ASSESSMENT CRITERION 4 
Customers are greeted in a polite and friendly manner according to organisational requirements. 

ASSESSMENT CRITERION 5 
Customers are dealt with directly or referred to a person dealing with the issue. 

ASSESSMENT CRITERION 6 
Services of the establishment are promoted according to organisational requirements and suggestions to improve customer care in a particular context are provided. 

ASSESSMENT CRITERION 7 
The importance of customer care in a range of fields, within the Hospitality environment is described. 
ASSESSMENT CRITERION RANGE 
The range of fields is: Agriculture, manufacturing or information technology.
 

SPECIFIC OUTCOME 2 
Deal with customer complaints in accordance with organisational requirements. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The impact on the organisation and on oneself of losing regular customer business is explained. 

ASSESSMENT CRITERION 2 
Possible ways of customer reaction towards poor service are described. 

ASSESSMENT CRITERION 3 
Methods of satisfying irate customers are described and customer complaints are correctly dealt with and followed up according to organisational requirements. 

ASSESSMENT CRITERION 4 
The reasons of why complaints and customer feedback are good for the organisation are explained. 

ASSESSMENT CRITERION 5 
Customer complaints outside an individual's authority/work area are referred to the appropriate person and the reason thereof explained. 


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 categoriesa) 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. 

QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
  ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
Core  20151   National Certificate: Grain Handling Processes  Level 2  NQF Level 02  Reregistered  2023-06-30  AgriSETA 
Core  23154   National Certificate: Grain Handling Processes  Level 3  NQF Level 03  Reregistered  2023-06-30  AgriSETA 
Core  48905   National Certificate: Wastewater Reticulation Services  Level 3  NQF Level 03  Passed the End Date -
Status was "Reregistered" 
2008-02-19  Was EWSETA until Last Date for Achievement 
Core  79626   Further Education and Training Certificate: Commercial Property and Facilities Management  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
Core  58697   Further Education and Training Certificate: Electronic Security Installation Practices  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
Fundamental  14110   National Certificate: Accommodation Services  Level 2  NQF Level 02  Reregistered  2023-06-30  CATHSSETA 
Fundamental  14114   National Certificate: Dealing  Level 3  NQF Level 03  Passed the End Date -
Status was "Reregistered" 
2010-01-23  Was CATHSSETA until Last Date for Achievement 
Fundamental  14115   National Certificate: Fast Food Services  Level 3  NQF Level 03  Reregistered  2023-06-30  CATHSSETA 
Fundamental  14120   National Certificate: Gaming (Slots Operations)  Level 3  NQF Level 03  Passed the End Date -
Status was "Reregistered" 
2008-09-17  Was CATHSSETA until Last Date for Achievement 
Fundamental  14121   National Certificate: Gaming (Surveillance Operations)  Level 3  NQF Level 03  Passed the End Date -
Status was "Reregistered" 
2008-09-17  Was CATHSSETA until Last Date for Achievement 
Fundamental  14117   National Certificate: Gaming Cashiering  Level 3  NQF Level 03  Passed the End Date -
Status was "Reregistered" 
2008-09-17  Was CATHSSETA until Last Date for Achievement 
Fundamental  22441   National Certificate: Customs Clearing  Level 4  NQF Level 04  Passed the End Date -
Status was "Reregistered" 
2007-11-28  Was TETA until Last Date for Achievement 
Fundamental  14113   National Certificate: Food and Beverage Services  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  CATHSSETA 
Fundamental  22443   National Certificate: Freight Forwarding  Level 4  NQF Level 04  Passed the End Date -
Status was "Reregistered" 
2007-11-28  Was TETA until Last Date for Achievement 
Fundamental  14116   National Certificate: Hospitality Reception  Level 4  NQF Level 04  Passed the End Date -
Status was "Reregistered" 
2007-10-30  Was CATHSSETA until Last Date for Achievement 
Fundamental  14111   National Certificate: Professional Cookery  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  CATHSSETA 
Fundamental  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
Status was "Reregistered" 
2012-06-30  CATHSSETA 
Fundamental  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
Fundamental  14109   National Diploma: Fast Food Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
Fundamental  14112   National Diploma: Professional Cookery  Level 5  NQF Level 05  Passed the End Date -
Status was "Reregistered" 
2015-03-13  CATHSSETA 
Fundamental  14118   National Diploma: Wholesale Travel  Level 5  NQF Level 05  Passed the End Date -
Status was "Reregistered" 
2012-06-30  CATHSSETA 
Elective  57806   Further Education and Training Certificate: Exports  Level 4  NQF Level 04  Passed the End Date -
Status was "Reregistered" 
2016-12-31  TETA 
Elective  48649   Further Education and Training Certificate: Meat Examination  Level 4  NQF Level 04  Reregistered  2023-06-30  AgriSETA 


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. ADT SECURITY SERVICES PTY LTD 
2. Aldabri 106 Institute for Quality Pty Ltd 
3. BOSASA SECURITY PTY LTD TRAINING CENTRE 
4. College of Vocational Studies (Pty) Ltd 
5. Deloitte 
6. KEY FUNDAMENTALS LEARNING CONSULTING SERVICES CC T/A FUNDA METALS CONSUTING 
7. Makwedeng Training 
8. Mpontshe Training 
9. NWK Beperk 
10. STALLION LEARNING CENTRE PTY LTD 
11. Suidwes Beleggings Eiendoms Beperk 
12. VKB LANDBOU (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.