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 THAT HAS PASSED THE END DATE: 

Control customer repairs and credits 
SAQA US ID UNIT STANDARD TITLE
114901  Control customer repairs and credits 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  8 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "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 aimed at people who interact with customers who return to the store with faulty merchandise and are expected to be able to solve the majority of customer complaints by deciding whether to send the item for credit or to have it repaired.
Persons credited with this unit standard operate in a number of contexts some of which may be non-routine.

These persons are able to analyse different types of customer queries in order to decide on an appropriate course of action. They are also able to interact with internal or external resources in order to resolve queries or complaints. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learner has completed the following areas of learning before attempting this unit standard.
  • Numeracy and Literacy at NQF Level 1

    It is also assumed that the learner has achieved competence against the Wholesale and Retail unit standard "Interact with customers in a Wholesale and Retail environment" before attempting this standard. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the cause of dissatisfaction. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The initial contact with the customer is carried out in a manner that diffuses the emotions. 

    ASSESSMENT CRITERION 2 
    The customer's complaint is understood through appropriate listening and questioning techniques. 

    ASSESSMENT CRITERION 3 
    The cause of dissatisfaction is confirmed not to be a lack of knowledge on the use of the item on the part of the customer. 

    SPECIFIC OUTCOME 2 
    Recommend a course of action. 
    OUTCOME RANGE 
    Course of action includes explaining correct use of product, repair, adjustment, exchange, and return for credit. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Policy and procedures for the handling of repairs and credits are described as they apply to the organisation. 

    ASSESSMENT CRITERION 2 
    A course of action is identified in terms of the policy of the organisation. 

    ASSESSMENT CRITERION 3 
    The proposed course of action is communicated to the customer and a course of action agreed to or the problem is escalated to relevant parties. 

    ASSESSMENT CRITERION 4 
    The necessary documentation is completed to meet the requirements of the organisation and repair agent/supplier. 

    SPECIFIC OUTCOME 3 
    Interact with internal/external resources. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Appropriate resources to solve the customer's complaint are identified where necessary. 

    ASSESSMENT CRITERION 2 
    Appropriate resources are contacted and persuaded to solve the customer's complaint in a manner that satisfies all parties involved. 

    ASSESSMENT CRITERION 3 
    Shortfalls in product or service delivery are identified and actioned according to organisational policy and procedures. 

    SPECIFIC OUTCOME 4 
    Finalise repair transaction. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The repair is followed up upon to ensure it is received back by agreed deadline. 

    ASSESSMENT CRITERION 2 
    The customer is contacted and the repair stored in a safe and secure manner. 

    ASSESSMENT CRITERION 3 
    Documentation is completed when the repair is returned to the customer as required by the organisation. 

    ASSESSMENT CRITERION 4 
    Uncollected repairs are handled according to organisational policy and procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Internal Moderations will be performed by the Accredited Providers whilst the Wholesale and Retail ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The demonstrated understanding of:
  • Organisation's documentation for the recording of customer repairs and credits
  • Organisation's policy and procedures for the handling of customer repairs and credits
  • Internal and external resources for resolving product problems
  • Procedures to address shortfalls in products and service delivery
  • The effect of incorrectly recorded fault/requirements on the process and time required
  • Organisation's procedure for the storing of items for/from repair and for credit
  • Organisation policy for uncollected repairs
  • Listening and questioning techniques 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems
    Evident in the following:

    Specific outcome:
  • Interact with internal/external resources
    Assessment criteria:
    All

    Specific outcome
  • Finalise repair transaction
    Assessment criteria:
  • Uncollected repairs are handled according to organisational policy and procedures. 
    		•

    UNIT STANDARD CCFO WORKING 
    Work with others in a team

    Evident in the following specific outcomes and assessment criteria:

    Specific outcomes:
    Interact with internal/external resources

    Assessment criteria:
  • Appropriate resources to solve the customer's complaint are identified where necessary
  • Appropriate resources are contacted and persuaded to solve the customer's complaint in a manner that satisfies all parties involved

    Specific outcomes:
  • Finalise repair transaction
    Assessment criteria:
  • The repair is followed up upon to ensure it is received back by agreed deadline. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities
    Evident in the following Specific outcomes and assessment criteria:

    Specific outcome:
  • Recommend a course of action
    Assessment criteria
    The necessary documentation is completed to meet the requirements of the organisation and repair agent/supplier
  • Interact with internal/external resources
    Assessment criteria
    Shortfalls in product or service delivery are identified and actioned according to organisational policy and procedures.
  • Finalise repair transaction
    Assessment criteria:
    All 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise, and critically evaluate information

    Evident in the following:

    Specific outcomes:
  • Identify the cause of dissatisfaction
    Assessment criteria:
    The customer's complaint is understood through appropriate listening and questioning techniques.
  • Recommend a course of action
    Assessment criteria:
    A course of action is identified in terms of the policy of the organisation
  • Interact with internal/external resources
    Assessment criteria:
    Appropriate resources to solve the customer's complaint are identified where necessary. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively

    Evident in the following:

    Specific outcomes:
  • Identify the cause of dissatisfaction
    Assessment criteria:
    All
  • Recommend a course of action
    Assessment criteria:
  • The proposed course of action is communicated to the customer and a course of action agreed to or the problem is escalated to relevant parties.
  • Interact with internal/external resources
    Assessment criteria:
  • Appropriate resources are contacted and persuaded to solve the customer's complaint in a manner that satisfies all parties involved
  • Shortfalls in product or service delivery are identified and actioned according to organisational policy and procedures
  • Finalise repair transaction
    Assessment criteria:
  • The repair is followed up upon to ensure it is received back by agreed deadline.
  • The customer is contacted and the repair stored in a safe and secure manner. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems

    Evident in the following specific outcomes and assessment criteria:

    Specific outcome:
  • Identify the cause of dissatisfaction
    Assessment criteria:
  • The initial contact with the customer is carried out in a manner that diffuses the emotions.

    Specific outcome:
  • Finalise repair transaction
    Assessment criteria:
  • Documentation is completed when the repair is returned to the customer as required by the organisation.
  • Uncollected repairs are handled according to organisational policy and procedures. 
    		•

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

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

    UNIT STANDARD NOTES 
    Terminology
  • Course of action in Specific Outcome: Recommend a course of action, refers to actions such as explaining correct use of product, repair, adjustment, exchange, and return for credit. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  48764   National Certificate: Wholesale and Retail Sales Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-10-22  Was W&RSETA 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.
     
    NONE 


    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.