![]() |
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: |
Foster and maintain customer relations |
SAQA US ID | UNIT STANDARD TITLE | |||
123258 | Foster and maintain customer relations | |||
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 3 | NQF Level 03 | 10 |
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 replaces: |
US ID | Unit Standard Title | Pre-2009 NQF Level | NQF Level | Credits | Replacement Status |
113847 | Foster and maintain customer relations | Level 3 | NQF Level 03 | 10 | Complete |
PURPOSE OF THE UNIT STANDARD |
The purpose of the learning credited in this unit standard is to ensure that learners are able to interact professionally with customers. Improved customer relations leads to improved customer service, which, in turn, results in business growth and profitability. Professional driving services are improved, thereby improving the image and profitability of the field of transport services. This set of competence is transferable to all other fields where services are provided to customers, and thus improves the employability of credited learners, by enhancing their understanding of the processes and the context of customer service.
Credited learners are capable of: |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
It is assumed that learners have already attained the competencies of Mathematical Literacy at NQF Level 2, and Communication at NQF Level 2. |
UNIT STANDARD RANGE |
The typical scope of this unit standard includes:
|
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Describe organisational structures and products/services for specific contexts. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
A definition and explanation of customer service is given which enhances organisational image and employee morale, and is consistent with company mission, vision and customer service policy. |
ASSESSMENT CRITERION 2 |
The organisational chain of command and reporting structure is described in a manner that is consistent with organisational management hierarchies, including purpose and functions of the respective levels of management. |
ASSESSMENT CRITERION 3 |
Identification of business units within the organisation and description of their functions, activities and products/services are clear and consistent with organisational structure, operational and work flow charts. |
ASSESSMENT CRITERION 4 |
Identification of internal and external suppliers and support service providers conforms to operational and work flow charts, as well as records of external suppliers/support service providers. |
SPECIFIC OUTCOME 2 |
Operate within a specific customer service system according to context requirements. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Identification and description of customer service chains are clear and consistent with all organisational customer service activities required to satisfy the changing needs of the customer, as depicted by organisational customer service models. |
ASSESSMENT CRITERION 2 |
Identification and fulfilment of the specific responsibilities and activities required within a customer service chain are clear and consistent with specified job descriptions and key performance areas. |
SPECIFIC OUTCOME 3 |
Identify customer needs and expectations within specific contexts. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Identification of customers is clear and consistent with organisational customer profiles. |
ASSESSMENT CRITERION 2 |
Description of service standards rendered, as perceived from customers' viewpoints, is consistent with feedback obtained from internal/external customer service audits. |
ASSESSMENT CRITERION 3 |
Identification and analysis of flaws and barriers in the customer service system are clear and consistent with management inspections and customer feedback. |
ASSESSMENT CRITERION 4 |
Categorisation of customer personalities/anticipated behaviour is accurate and improves customer relations through pro-active customer service response. |
ASSESSMENT CRITERION 5 |
Inclusion of persons with disabilities is facilitated to meet specific needs. |
SPECIFIC OUTCOME 4 |
Deal with customer complaints according to specified procedures. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Description of clear customer service complaint processes is consistent with company customer service policy and demonstrates a positive, creative and assertive attitude towards the organisation, as well as the customer, which leads to resolving complaints in a logical and professional manner. |
ASSESSMENT CRITERION 2 |
Description of after-sales service is clear and consistent with company policy and regulations. |
ASSESSMENT CRITERION 3 |
Identification and articulation of the 'moments of truth' throughout the customer service chain, as perceived by the customer, are accurate, leads to the improvement of service standards and are consistent with agreed organisational standards and values. |
ASSESSMENT CRITERION 4 |
Actual service standards in a specific environment are compared to organisational customer service policies and recommendations for improvement lead to improved service standards. |
SPECIFIC OUTCOME 5 |
Choose interpersonal behaviours appropriate for occupational situations. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Identification of conflict situations and application of procedures/steps for resolving disputes/breakdowns in relations are appropriate for specific contexts. |
ASSESSMENT CRITERION 2 |
Relationships and communication networks take account of culture, organisational level and type of customers, emphasizing honest, open and respectful dialogue. |
ASSESSMENT CRITERION 3 |
Recommended ways of improving/modifying personal interaction techniques within a team/organisational environment are appropriate for specific context requirements. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
Credited learners understand and can explain:
|
UNIT STANDARD DEVELOPMENTAL OUTCOME |
N/A |
UNIT STANDARD LINKAGES |
N/A |
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO IDENTIFYING |
Identify and solve problems where responses to problems show that such critical and creative thinking has been used to make responsible decisions for evaluating of customer service performance against set standards and taking corrective action when required. |
UNIT STANDARD CCFO WORKING |
Work effectively with others as a member of a team, group, organisation or community to conduct, communicate and provide a service of excellence from the pre-transaction phase to the post-transaction phase. |
UNIT STANDARD CCFO ORGANISING |
Organise and manage oneself and one's activities responsibly and effectively. |
UNIT STANDARD CCFO COLLECTING |
Collect, analyse, organise and critically evaluate information. |
UNIT STANDARD CCFO COMMUNICATING |
Communicate effectively using visual, mathematic and/or language skills in the modes of oral and/or written presentation for persuasion to effectively communicate with teams and individuals. |
UNIT STANDARD CCFO SCIENCE |
Use science and technology effectively and critically, showing responsibility towards the environment and health of others. |
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. |
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 |
This unit standard replaces unit standard 113847, "Foster and maintain customer relations", Level 3, 10 credits.
Notes to assessors Assessors should keep the following principles in mind when designing and conducting assessments against this unit standard: |
QUALIFICATIONS UTILISING THIS UNIT STANDARD: |
ID | QUALIFICATION TITLE | PRE-2009 NQF LEVEL | NQF LEVEL | STATUS | END DATE | PRIMARY OR DELEGATED QA FUNCTIONARY | |
Core | 65789 | National Certificate: Construction Plant Operations | Level 2 | NQF Level 02 | Reregistered | 2023-06-30 | CETA |
Core | 63269 | National Certificate: Gaming Operations | Level 3 | NQF Level 03 | Reregistered | 2023-06-30 | CATHSSETA |
Core | 50285 | National Certificate: Professional Driving | Level 3 | NQF Level 03 | Reregistered | 2023-06-30 | TETA |
Core | 64411 | Further Education and Training Certificate: Automotive Spray Painting | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | MERSETA |
Core | 58163 | Further Education and Training Certificate: Community Recreation | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | CATHSSETA |
Elective | 49795 | National Certificate: Rail Construction and Maintenance | Level 3 | NQF Level 03 | Reregistered | 2023-06-30 | TETA |
Elective | 64549 | Further Education and Training Certificate: Automotive Body Repair | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | MERSETA |
Elective | 78525 | Further Education and Training Certificate: Automotive Repair and Maintenance | Level 4 | NQF Level 04 | Reregistered | 2021-06-30 | As per Learning Programmes recorded against this Qual |
Elective | 58539 | Further Education and Training Certificate: Automotive Repair and Maintenance | Level 4 | NQF Level 04 | Passed the End Date - Status was "Registered" |
2009-02-18 | Was MERSETA until Last Date for Achievement |
Elective | 78883 | Further Education and Training Certificate: Autotronics | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | MERSETA |
Elective | 66249 | Further Education and Training Certificate: New Venture Creation | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | SERVICES |
Elective | 61670 | Further Education and Training Certificate: Railway Construction and Maintenance | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | TETA |
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. | AAH Skills and Development |
2. | Academics Dynamics (Pty) Ltd |
3. | ACT SKILLS DEVELOPMENT |
4. | Afro Fleet (Pty) Ltd |
5. | Agisanang SA Training |
6. | Aldabri 106 Institute for Quality Pty Ltd |
7. | Algoa Bus Company |
8. | All-in-one Driving Academy |
9. | AMA Training Skills Devleopment Centre |
10. | Andebe Training and Skills Development |
11. | Andzanie Trading Enterprise Pty Ltd |
12. | Bakubung Driver Training and consultants CC |
13. | Barloworld South Africa (Pty) Ltd T/A Barloworld-Equipment (ISANDO) (T |
14. | Barloworld Transport Solutions |
15. | Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) |
16. | Best Ideas Training Academy |
17. | Bev Short Training Consultants |
18. | Bodibeng Trading and Projects |
19. | Bolton Business College & Computer Studies |
20. | Brilliant Skills Development & Training Solutions |
21. | Buhle-betfu Carriers pty Ltd |
22. | Bumbene Safety Consultants (Pty) Ltd |
23. | Buscor |
24. | Capital Driving School |
25. | Cargo Carriers Limited |
26. | Cathy Hill Solutions (Pty) Ltd |
27. | Central Competent Centre (Pty) Ltd (BLOEMFONTEIN) (TP) |
28. | Centre for Logistics Excellence Pty Ltd |
29. | CHAMDOR DRIVER TRAINING CC |
30. | Climamark (PTY) Ltd |
31. | Coastal Kzn F.E.T. College - Swinton Road Campus |
32. | CODETA Learning Academy |
33. | Coega Development Corporation |
34. | Commercial professional driver academy PTY Ltd |
35. | Commercial Transport Academy CTA Pty Ltd |
36. | Continuous Development Training |
37. | Dawsons Training Academy (Pty) Ltd (DURBAN) (TP) |
38. | Dee's Training (PTY) LTD |
39. | Dee-Bravo Training Centre |
40. | Dees Driver Training Centre |
41. | Die Mnyandoro''s G.M. Agency (Pty) Ltd |
42. | DIONYSUS SKILLS DEVELOPMENT INITIATIVE PTY LTD |
43. | Dithipe Development Institute (PTY) LTD |
44. | Diversity technology Training Institute |
45. | DJ Bosman Transport Pty Ltd |
46. | DON-DER TRUCK REPAIRS TRUST |
47. | Drive Smart Training Academy |
48. | Driving Sense |
49. | Dunatara Training |
50. | Dynamic Institute of Training S.A |
51. | Eastcape Midlands Public FET College - Uitenhage (High Street)Campus |
52. | Eastcape Training Centre |
53. | EDU - FLEET |
54. | Edu Wize Group Pty Ltd |
55. | Educon Training and Development PTY LTD |
56. | Ekurhuleni West Public FET College - Germiston Campus |
57. | Ellohim Trading and Projects |
58. | ESS Holdings (PTY) Ltd |
59. | Evaflex |
60. | Excellect 209 PTY LTD |
61. | Exodec 388 CC |
62. | False Bay Public FET College - Westlake Campus |
63. | First Car Care (Pty) Ltd T/A STi Autobody Repairers (GOODWOOD) (TP) |
64. | Florian Emergency Solutions |
65. | Fost Training Pty (Ltd) |
66. | Gerotek Test Facilities |
67. | Global Maritime Legal Solutions Pty Ltd |
68. | Global Safety Training & Skills Dev Standards |
69. | Goldee Trading Academy 176 |
70. | Golden Arrow Bus Services_pty Ltd |
71. | GREENRIM TRAINING PTY LTD |
72. | Hazchemwize PTY Ltd |
73. | He and She Driver Training Centre |
74. | Heslop Brothers (Pty) Ltd |
75. | Higher Power Protection (Pty) Ltd |
76. | Ikaheng HR Solutions Pty Ltd |
77. | Ikusasa Lethu Projects and Training (Pty) Ltd |
78. | Imbo driving school |
79. | Impact Skills Development (Pty) Ltd |
80. | Imperial Logistics Group t/a Dedicated Contracts |
81. | Imperial Technical Training Academy (GERMISTON) (TP) |
82. | Imperial Technical Training Academy (WADEVILLE) (TP) |
83. | Inkqubela Consultants |
84. | Innovative Shared Services |
85. | Intellect Management & Training consultancy |
86. | Intercape Mainliner |
87. | Interstate Bus Lines |
88. | Iyanda Holdings(Pty) Ltd |
89. | JMC TECHNICAL TRAINING (Bloemfontein)(TP) |
90. | Josmap Training Institute |
91. | Kahisano Skills Development and Training |
92. | KDS Centre for Skills Development and Training Pty Ltd |
93. | Kempston Driving Academy |
94. | Khabanyane Training and development |
95. | Khulani HR Consultancy (Pty) Ltd |
96. | Kitta Transport Training Academy |
97. | KKH Operator Training and Projects Pty Ltd |
98. | Kulika Training and Consultancy Pty Ltd |
99. | KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) |
100. | KZN Taxi and Commuter Corporation NPC |
101. | Learncore |
102. | Learncorp |
103. | Learning Exchange Pty Ltd |
104. | Lerumo La Sechaba Trading Enterprise 32 cc |
105. | Licence Wise |
106. | Little Treehouse Holdings (PTY) Ltd |
107. | Logistics Academy (Pty) Ltd |
108. | Lotlamoreng Training Academy |
109. | LTM Training and Remote Learning Solutions |
110. | Lwaze Lwanda General Traders CC |
111. | Madibeng Edu Centre and Suppliers Pty Ltd |
112. | Madidi Supply Chain Institute and Business Institute |
113. | Makwedeng Training |
114. | Maliwa Investment (Pty)Ltd |
115. | Masakhane Further Education and Training |
116. | McCarthy Academy Cape Town (BLACKHEATH) (TP) |
117. | McCarthy Automotive Artisan Academy (MIDRAND) (TP) |
118. | McCarthy Automotive Artisans Academy (PINETOWN) (TP) |
119. | Mediro Training Academy |
120. | Mnce Trading cc |
121. | Mohloboli Trading and Projects |
122. | Molaetsa Wa Botshelo |
123. | Mopani South East FET College - Phalaborwa Campus |
124. | Moripe Business and Training Consultants |
125. | Mtimande & Associates |
126. | Mziphela Training and Projects Pty. Ltd |
127. | Namaste Drive |
128. | Ndikho Ndinani Protection (Pty) Ltd |
129. | Ndwamato Training Solutions PTY LTD |
130. | Nghunyule Investments |
131. | Nissan SA (Pty) Ltd (ROSSLYN) (TP) |
132. | Northlink College - Bellville Campus |
133. | NOSA LOGISTICS PTY LTD |
134. | Nowethu Learning Institute cc |
135. | Nozinga Training Academy |
136. | NS Traders |
137. | Ntalo Training & Consulting Services |
138. | Ntsoaki Driving School |
139. | Phephani Learnerships cc |
140. | Precision skills development and training |
141. | Primeserv Corporate Solutions Pty Ltd |
142. | Pro Driver Training (Pty) Ltd |
143. | Pro-Driver Trucking Academy (Pty) Ltd |
144. | Professional Aviation Services (Pty) Ltd |
145. | PUTCO Pty Ltd |
146. | Qualitas Training cc (SELBY) (TP) |
147. | Quantum Leap College Pty Ltd |
148. | RAM Transport South Africa Pty Ltd |
149. | Rasehlo Transport and Tourism |
150. | RCH Investments (Pty) Ltd |
151. | Royal Impression Academy |
152. | Safe and Eco Driving Pty Ltd |
153. | Safety Skills Development Training |
154. | SC Training and Consulting |
155. | Sediba Sabasadi Skills Training Academy (Pty) Ltd |
156. | Seshego Risk Management Solutions (Pty) Ltd |
157. | SG Coal (Pty) Ltd (TP) |
158. | Shukela Training Centre |
159. | Sisabenza Operator Training (PTY) LTD |
160. | Siyashayela Training and Development |
161. | Skills For Life |
162. | SN Pool Transport |
163. | Sophia''s Excellence Driving Academy |
164. | South African Transport Centre of Excellence |
165. | Southern Seas Institute CC |
166. | SPINA Consultancy cc Cape Town |
167. | St Anthony's Education Centre (BOKSBURG) (TP) |
168. | SVA Training |
169. | THABO Training and Services |
170. | The Automobile Association of South Africa NPC T/A The AA Technical College(MIDRAND) (TP) |
171. | The Automobile Association of South Africa T/A AA Training Academy (MO |
172. | The Skills Authority |
173. | The Skills Matrix |
174. | TIESPRO (Pty) Ltd |
175. | Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) |
176. | Training at Divine Group Pty Ltd |
177. | Training Consultant and SD College |
178. | Training Force |
179. | Triton Express Pty Ltd |
180. | Tshireletso Multi-skills and Training |
181. | Uhlumelo Training and Development Solutions |
182. | UKWAKHILE TRAINING |
183. | Umfolozi FET College - Mandeni Campus |
184. | Umgungundlovu FET College - Plessislaer Campus |
185. | Uzoyithola Training and Consulting |
186. | Victoria driving School PTY LTD |
187. | Volkswagen of South Africa (Pty) Ltd - Technical Learning Academy (UIT |
188. | Voltrek Trading and Projects |
189. | Wheelman S A |
190. | WHSE Training College (Pty) Ltd |
191. | Wide Horizon Advanced Training (PORT ELIZABETH) (TP) |
192. | Workplace Skills Institute (Pty) Ltd |
193. | Zambuko Training Enterprise |
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. |