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: |
Resolve client requests and queries |
SAQA US ID | UNIT STANDARD TITLE | |||
115498 | Resolve client requests and queries | |||
ORIGINATOR | ||||
SGB Entrepreneurship & Small Business Development | ||||
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY | ||||
- | ||||
FIELD | SUBFIELD | |||
Field 03 - Business, Commerce and Management Studies | Generic Management | |||
ABET BAND | UNIT STANDARD TYPE | PRE-2009 NQF LEVEL | NQF LEVEL | CREDITS |
Undefined | Regular | Level 4 | NQF Level 04 | 4 |
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 | |||
2026-06-30 | 2029-06-30 |
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 aims to build high quality business enquiry services by ensuring that information provided is of a high quality and customer queries and problems are handled efficiently and quickly.
The qualifying learner is capable of: |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
It is assumed that learners accessing this qualification will be competent in:
|
UNIT STANDARD RANGE |
Problems include: problems first identified by customers, problems identified before the customer has noticed them, problems due to differences between customers' expectations and what the organisation can offer, problems due to a system or procedure failure and problems due to a shortfall or human error. |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Identify customer service problems. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Information from customers about problems they have raised is gathered and interpreted according to organisational requirements. |
ASSESSMENT CRITERION 2 |
Customers are asked appropriate questions to check understanding of their problems. |
ASSESSMENT CRITERION 3 |
Recurring problems are identified and the appropriate authority alerted to the need to seek solutions to the problem. |
ASSESSMENT CRITERION 4 |
Customer feedback is shared with colleagues to help identify potential problems before they occur. |
ASSESSMENT CRITERION 5 |
Problems with systems and procedures are identified before they begin to affect the customers. |
SPECIFIC OUTCOME 2 |
Select the best solution to resolve customer service problems. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Available options for solving customer service problems are identified from the range of options available within/for the organisation. |
ASSESSMENT CRITERION 2 |
Colleagues are consulted with to identify and confirm the options available to solve problems. |
ASSESSMENT CRITERION 3 |
Advantages and disadvantages of each option for the customer and organisation are worked out so that a decision can be made as to the most appropriate option. |
ASSESSMENT CRITERION 4 |
The best overall option for the customer and organisation is selected together with a motivation for the choice. |
ASSESSMENT CRITERION 5 |
Other ways of resolving problems are suggested to the customer, should the organisation/the adviser not be able to help. |
SPECIFIC OUTCOME 3 |
Implement the solution to customer service problems. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
The proposed option for solving the problem is discussed and agreed with the customer. |
ASSESSMENT CRITERION 2 |
Action is taken to implement the option agreed with the customer. |
ASSESSMENT CRITERION 3 |
Promises relating to solving the problem are kept in a manner that they are easily retrievable for future reference. |
ASSESSMENT CRITERION 4 |
Customers are kept fully informed about what is happening to solve problems. |
ASSESSMENT CRITERION 5 |
Customers are communicated with to make sure the problem has been solved to their satisfaction. |
ASSESSMENT CRITERION 6 |
Compromises are negotiated with customers when the problem has not been solved to their satisfaction. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
UNIT STANDARD DEVELOPMENTAL OUTCOME |
N/A |
UNIT STANDARD LINKAGES |
N/A |
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO IDENTIFYING |
Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made when understanding client's problems, finding solutions to them and implementing them. |
UNIT STANDARD CCFO WORKING |
Work effectively with others as a member of a team, group, and organization when finding solutions to client problems and implementing them. |
UNIT STANDARD CCFO ORGANISING |
Organise and manage oneself and one's activities responsibly and effectively to perform the tasks required on a daily basis. |
UNIT STANDARD CCFO COLLECTING |
Collect, analyse, organise and critically evaluate information when finding out what client's problems are and finding solutions to them and ways of implementing the solutions. |
UNIT STANDARD CCFO COMMUNICATING |
Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written persuasion when dealing with clients. |
UNIT STANDARD CCFO SCIENCE |
Use science and technology effectively when processing information on the database. |
UNIT STANDARD CCFO DEMONSTRATING |
Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation when seeing how problems in one area of a business affect the performance of the business as a whole. |
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 |
N/A |
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 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | SERVICES |
Elective | 50479 | Further Education and Training Certificate: Advertising | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | MICTS |
Elective | 50371 | Further Education and Training Certificate: Domestic Appliance Repair | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | EWSETA |
Elective | 65529 | Further Education and Training Certificate: Transport Operations | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | TETA |
Elective | 61349 | National Certificate: Heritage Resource Management | Level 5 | Level TBA: Pre-2009 was L5 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | CATHSSETA |
Elective | 49710 | National Diploma: Development Practice | Level 5 | NQF Level 05 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | ETDP SETA |
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. | ATTI Nelspruit Pty Ltd |
2. | College Africa Group (Pty) Ltd |
3. | Edu Wize Group Pty Ltd |
4. | HILLCROSS BUSINESS SCHOOL (PTY |
5. | Ikusasalethu Youth Development Project NPC |
6. | Learning Exchange Pty (Ltd) |
7. | MBOWA COLLEGE PTY LTD |
8. | Metanoia Ratings PTY LTD |
9. | Musengavhadzimu Media |
10. | Nyathela Business College |
11. | OPELONG BUSINESS INSTITUTE (PT |
12. | PAMODZI TRAINING SERVICES |
13. | Peo Entle HIV Wellness Management and Youth Skills Development NPO |
14. | QUALITATIVE INNOVATIVE SOLUTIONS |
15. | Richfield Graduate Institute of Technology Pty Ltd |
16. | Training Consultant and SD College |
17. | Varsity Institute of Science & Technology (Pty)Ltd |
18. | Visionary Skill Academy |
19. | VUTHLARI MARKETING CONSULTING |
20. | Whitestone College |
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. |