SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Understand the impact of customer service on a business

SAQA US ID	UNIT STANDARD TITLE
110082	Understand 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	6
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2007-01-23	2008-02-06	SAQA 0160/05
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2009-02-06		2012-02-06

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 is replaced by:

US ID	Unit Standard Title	Pre-2009 NQF Level	NQF Level	Credits	Replacement Status
252244	Describe the impact of customer service on a business	Level 1	NQF Level 01	6

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.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

ABET 4/ NQF level 1/ GETC

Identify and Discuss different types of businesses and their legal implications

UNIT STANDARD RANGE

This will apply across any business

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Explain the relationship between the business and the customer.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Two types of customer can be identified and defined.

ASSESSMENT CRITERION RANGE

Internal and external customer

ASSESSMENT CRITERION 2

2. The importance of the customer to the business can be explained.

ASSESSMENT CRITERION 3

3. The role of the business in meeting the customer`s needs can be described.

ASSESSMENT CRITERION 4

4. The role of the individual a s a team member in meeting customer needs is identified and demonstrated.

ASSESSMENT CRITERION RANGE

Internal and external customer

ASSESSMENT CRITERION 5

5. The chain of customer service is understood and described.

ASSESSMENT CRITERION 6

6. "Moments of truth" (Importance of every contact with clients/customers) are understood and explained.

ASSESSMENT CRITERION 7

7. The learner can understand and explain their role in the chain and the `moments of truth".

SPECIFIC OUTCOME 2

Define and provide customer satisfaction.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The standards and values set for customers are defined and explained.

ASSESSMENT CRITERION 2

2. The needs and expectations of customer satisfaction are defined and explained.

ASSESSMENT CRITERION 3

3. The role of the learner in meeting the needs and expectations of customers is explained.

ASSESSMENT CRITERION 4

4. The threat from competition is understood and explained.

ASSESSMENT CRITERION 5

5. Personal performance against set standards and values is measured.

SPECIFIC OUTCOME 3

Demonstrate the ability to effectively handle problems that would lead to customer dissatisfaction.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Problems are identified at an initial stage.

ASSESSMENT CRITERION 2

2. Appropriate action is taken to resolve the problems.

ASSESSMENT CRITERION RANGE

Within company guidelines and levels of authority

ASSESSMENT CRITERION 3

3. Personal problem solving abilities are assessed.

ASSESSMENT CRITERION 4

4. Methods to help in personal problem solving are developed.

SPECIFIC OUTCOME 4

Display acceptable behaviour when interacting with customers.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Customer reaction to difficult situations is acknowledged.

ASSESSMENT CRITERION 2

2. Customer complaints are addressed sensitively and courteously.

ASSESSMENT CRITERION 3

3. The learner`s role as the organization`s representative is accepted and embraced.

ASSESSMENT CRITERION RANGE

Act according to level of responsibility/authority; according to accepted norms and values

ASSESSMENT CRITERION 4

4. Follow up action is taken by the learner to ensure the customer complaint is addressed.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Any institution offering learning that will enable achievement of this unit standard must be accredited by the Transport SETA and/or relevant ETQA.

2. Moderation of assessment will be overseen by the relevant ETQA at its discretion.

3. Moderation should encompass achievement of competence described in both individual unit standards as well as the integrated competence described in the qualification.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

The learners` can understand and explain:
1. Organisational guidelines and policies on customer service.
2. General principles of customer service.
3. Basic consumer rights.
4. Concepts of customer care and their impact on operations.

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Solve problems with regards to customer complaints.

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team to meet customer needs.

UNIT STANDARD CCFO ORGANISING

Organise and manage self in maintaining quality of service to customers.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organize and critically evaluate information with regards to customer service.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with internal and external customers.

UNIT STANDARD CCFO DEMONSTRATING

Understand the world as set of related systems: the impact of good service on the success of a business.

UNIT STANDARD ASSESSOR CRITERIA

Conducting assessments

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA and be familiar with the full text and subject matter content of the Unit Standard being assessed.

2. The assessor must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge.

UNIT STANDARD NOTES

This unit standard has been replaced by unit standard 252244, which is "Describe the impact of customer service on a business", Level 1, 6 credits.

Methods and tools of assessment:

The following methods of assessment have been identified as the preferred measurement and assessment of learner competence in the above-mentioned Performance Assessment Criteria

1. Written tests/ case studies/ projects:
2. Role-play
3. Portfolio of evidence

These methods must be carefully selected based on the purpose of the assessment (For example, the written method could be used to assess knowledge or on-job demonstration for practical competence). The assessment must integrate a number of different methods (no less than three of those detailed above) in order to give the assessor reliable and valid proof of competence and evidence of required attitudes

The following tools may be used to supplement the above minimum assessment methods:

Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience may serve to supplement the assessment of applied competence. The portfolio should include inter alia:

1. Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner
2. Relevant certificates or awards
3. Previous assessment records
4. Journals/logbook

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	61755	General Education and Training Certificate: Business Practice	Level 1	NQF Level 01	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	49552	General Education and Training Certificate: Environmental Practice	Level 1	NQF Level 01	Passed the End Date - Status was "Reregistered"	2023-06-30	LG SETA
Core	35953	General Education and Training Certificate: Transport	Level 1	NQF Level 01	Passed the End Date - Status was "Reregistered"	2008-02-06	Was TETA until Last Date for Achievement

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.	A4 Consultancy Cc
2.	Aba Sebenzi
3.	Access Employment Skills & Development Agency
4.	Agisanang SA Training
5.	Amabamba Recruitment
6.	Amangile Academy (Pty) Ltd
7.	Amusa Consulting
8.	Avax Sa 481 Cc. T/A Mandisa Development Services
9.	Bantubanye Skills
10.	Bikologix Projects
11.	Bo Support Services Cc
12.	Boikgantsho Consulting & Events
13.	BOLAND COLLEGE
14.	Bridge Building Opex Solutions
15.	Bright Ideas Training
16.	Cape Peninsula University of Technology
17.	Capricon Training Consultants cc
18.	Central Bridge Trading 109
19.	Chartered Institute Of Safety Management
20.	Clean Heat Academy (Pty) Ltd
21.	Cradle Stars Trading Enterprise
22.	Ctc College
23.	Cymbol Consulting(Pty) Ltd.
24.	Dean Institute Of Learning (Pty) Ltd
25.	Dee's Training (PTY) LTD
26.	Ditirelo Skills Development Services
27.	Dynamic Sheq Solutions
28.	E Mali Outsourcing Cc
29.	East Cape Training Centre
30.	Ecoculture Training And Consultancy
31.	Edge Business School (Pty) Ltd
32.	Elangeni Consulting
33.	Elangeni Consulting (PTY) LTD
34.	Elective Training Institute Enterprise Cc
35.	Elvis Koena Consulting (Pty) Ltd
36.	Environmental Leadership Academy
37.	ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD
38.	Eskilz College (Pty) Ltd
39.	Essential Skills
40.	Falcon Business Institute (Pty) Ltd
41.	Forestcom
42.	Giant Alive Group
43.	Globalmark
44.	Globalwise Training & Consulting (Pty) Ltd.
45.	Green Gain Consulting (Pty)Ltd
46.	Heavenly Button Trading Cc
47.	Hlolo Entle Training and Projects (Pty) Ltd
48.	Hlombe And Associates
49.	Icando
50.	Independent Development Trust
51.	Institute For Local Government And Housing
52.	Integrated Waste And Recycling Services(Iwars)
53.	Isiphephelo Consultants
54.	Iziko Capacity Building Cc.
55.	Josmap Training Institute
56.	Jrt3 Jobcreation Rehabilitation Through Training And Technology (Pty) Ltd
57.	K-Leng Touch, Events And Skills Development
58.	Kenmab Training Centre
59.	Kgakishe Trading And Projects (Pty) Ltd
60.	Kgang-Kgolo Consulting
61.	KHOSITHI TRAINING
62.	Khula Nonke Training & Development
63.	Khulani Skills Development Centre
64.	Kn Business Solutions
65.	Kodi Traiding Enterprise
66.	Kwazulu Skills Academy
67.	Lapa La Afrika Farming And Projects
68.	Leronsa Trading Enterprise
69.	Lesias Educational Services
70.	Letlhokoa Management Services Cc
71.	Mabuya Amahle Trading
72.	Maile Consulting
73.	Makwedeng Training
74.	Malizana Projects CC
75.	Mamuhle Academy
76.	Mangalani Business Enterprises
77.	Marcado Human Resources Strategies
78.	Mars Business Consulting
79.	Mashmp Holdings
80.	Mashphe Logistics Services
81.	Matiisetso Training And Consulting
82.	Mavco Engineering Pty Ltd
83.	Mcebo Technologies
84.	Mdaka Omnyama Trading And Projects
85.	Mementos Training Pty Ltd
86.	Milzet Holdings (Pty) Ltd
87.	Mimosa Business Consultants
88.	Mind Magic Consulting
89.	Mintirho Development Services
90.	Mission Point Consulting
91.	Mml Consulting Cc.
92.	Mod-Mosh Projects And Consulting (Pty) Ltd
93.	Mohlaje Solutions (Pty) Ltd
94.	Mortarboard Training Solutions
95.	Mphela Education Training And Development
96.	Muhangwene Development Enterprise
97.	Nalengmokoni Investors (Pty) Ltd
98.	Ndotha General Trading
99.	Nedtex73
100.	Neopeo Trading & Projects
101.	Netgrow Training Solutions
102.	Nettcon Sa
103.	Networx for Career Development
104.	Nghano Training And Development Centre
105.	Nj & L Trading Enterprise Cc.
106.	Nkinane Trading Enterprise
107.	Nobo Training And Development Services (Pty) Ltd
108.	Nomsithi Trading
109.	Nqowethu Trading
110.	Ns Global Academy
111.	Nyankwavi Investment Cc.
112.	Pandelani Investment Holdings (Pty) Ltd.
113.	PHETHA PROFFESSIONAL SERVICES CC
114.	PM SPECIALIZED TRAINING SERVICES
115.	Pma Holdings (Pty ) Ltd.
116.	Power Rush Trading 170 Cc.
117.	Princetop Corporative Training (Pty) Ltd
118.	Progressive School Of Business And Engineering (Pty)
119.	Ptdev (Pty) Ltd
120.	Qabuka-Vuka Development Trading
121.	Reflections Development Institute
122.	Rlstp Training & Development (Pty) Ltd.
123.	SA Maritime School and Transport College
124.	Senelo Trading Cc
125.	Simba Skills Consultants
126.	Simmek Holdings
127.	Skills For Life
128.	Smartmatta (Pty) Ltd
129.	South African Abet Development Agency Saada
130.	South African Corporate Training Association
131.	Spectrium
132.	Sulu Trading Pty Ltd
133.	Swaranang Management Consulting Cc
134.	Tasc Business Consulting And Training
135.	Technogirl Trust
136.	The Crimson Co Cc.
137.	The Green Affairs Consulting
138.	The Petit Pois Chef'S Academy
139.	Thembeni Skills Development Trading And Projects
140.	Thubelihle Graduate Institute
141.	Timothy Fasheun Group Enviromentors (Pty) Ltd
142.	Township Fire And Rescure (Pty) Ltd
143.	TPLR and Training Services (PTY) LTD
144.	Trainers without Borders
145.	Training At Work (Pty) Ltd
146.	Transafric Consulting Pty Ltd
147.	Tsebong Training Centre
148.	Tshwane Skills Training Centre
149.	TSK Projects(PTY)LTD
150.	Tuns Trading And Projects (Pty) Ltd
151.	Twin Peak Technologies
152.	Ukhamba Quality Skills
153.	Umbuso Training Services
154.	Umhlanga
155.	University Of Intellectual Excellence (Pty)Ltd
156.	University of Venda
157.	Ursivox Interactive Systems
158.	Venus Maintenance And Supply Services
159.	Vicmat Consultants
160.	Washa 2 Training & Projects
161.	Wbs Group
162.	Wildlife and Enviroment Society of South Africa
163.	Wongintuthuko Projects
164.	World Pace Development And Training Institute
165.	Xl At Consulting Cc
166.	Ya Hina Management Consulting And Projects
167.	YAB Business Solutions
168.	Yotha Personnel