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: 

Collect and record information queries and requests from customers 
SAQA US ID UNIT STANDARD TITLE
377460  Collect and record information queries and requests from customers 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
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 
The aim of this unit standard is to enable learners to identify, collect and record information and to process and present information in accordance with organisational work practices.

At the completion of the unit standard, learners will be competent in:
  • Collecting customer information, needs and expectations.
  • Recording customer information.
  • Processing and presenting information.
  • Providing customer satisfaction feedback. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication skills at NQF Level 2.
  • Mathematical Literacy at NQF Level 2.
  • Computer Literacy skills. 

  • UNIT STANDARD RANGE 
    Information includes but is not limited to numerical data, text and oral information. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Collect customer details, needs and expectations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information is collected to meet customer needs and expectations. 

    ASSESSMENT CRITERION 2 
    Sources of information are described with examples. 
    ASSESSMENT CRITERION RANGE 
    Sources of information refer both primary and secondary data.
     

    ASSESSMENT CRITERION 3 
    The need for ensuring the quantity and accuracy of information collected is explained in terms of meeting the purpose of the activity. 

    SPECIFIC OUTCOME 2 
    Record customer information. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information is recorded according to company specific formats and requirements. 
    ASSESSMENT CRITERION RANGE 
    Specific formats include but are not limited to task sheets, prepared questionnaire, scrap books and folders.
     

    ASSESSMENT CRITERION 2 
    Information is recorded within company specific timeframes and stated procedures. 

    SPECIFIC OUTCOME 3 
    Process and present information. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Information is processed according to organisational work policies. 

    ASSESSMENT CRITERION 2 
    The information collected is analysed and processed to draw valid conclusions. 

    ASSESSMENT CRITERION 3 
    The conclusions drawn are analysed to ensure consistency with the information and purpose of the inquiry. 

    SPECIFIC OUTCOME 4 
    Provide customer satisfaction feedback. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The principles of customer service are explained within the context of a Contact Centre and/or BPO environment. 

    ASSESSMENT CRITERION 2 
    The reasons for customer satisfaction feedback are explained with examples. 

    ASSESSMENT CRITERION 3 
    Ways for gathering customer satisfaction feedback are described with examples. 

    ASSESSMENT CRITERION 4 
    Customer satisfaction data is collected and collated into a report according to organisational requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.
  • Assessment and moderation of assessment will be overseen by the relevant ETQA's policies and guidelines for assessment and moderation.
  • Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standard as well as the integrated competence described in the qualification. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners should have a knowledge and understanding of:
  • Faulty products.
  • Compliance with applicable legislation in a commercial environment.
  • Sale of products and services. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identifying and solving problems responses display that decisions using critical and creative thinking have been used to meet customer needs and expectations. 

    UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a work team to meet customer needs and expectations. 

    UNIT STANDARD CCFO ORGANISING 
    Planning, organising and managing oneself and one's activities responsibly and effectively to record customer queries accurately. 

    UNIT STANDARD CCFO COLLECTING 
    Collecting, analysing, organising and critically evaluating information from customers using questioning and active listening skills to respond positively to customer needs and expectations. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicating effectively using visual, mathematical and/or language skills in the form of oral and/or written presentation of information using effective communication skills. 

    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 
    Recognition of Prior Learning:

    Yes. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  93997   National Certificate: Contact Centre and Business Process Outsourcing Support  Level 3  NQF Level 03  Reregistered  2023-07-30  As per Learning Programmes recorded against this Qual 


    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. Academy of York Pty Ltd 
    2. BRIGHT IDEA PROJECTS 447 PTY LTD T/A MIND -THE- GAP 
    3. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA 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.