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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Provide banking-related customer service in given situations 
SAQA US ID UNIT STANDARD TITLE
7179  Provide banking-related customer service in given situations 
ORIGINATOR
SGB Banking and Micro Finance 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
BANKSETA - Banking Sector Education and Training Authority 
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Finance, Economics and Accounting 
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 
This unit standard is for people entering or employed in the service sector who are expected to provide customer service in given situations. People credited with this unit standard are able to identify elements of good service in a given situation; provide customer service in a given situation; and respond to customer complaints in a given situation. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Open. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Identify elements of good service in a given situation 
OUTCOME RANGE 
Elements may include but not be limited to: quality service chain, customer care, communication, personal and interpersonal factors. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The terms customer care and customer service are defined and applied in accordance with organisational requirements. 

ASSESSMENT CRITERION 2 
2. Parts of the quality service chain or process are identified and their role in the customer service process is described in accordance with organisational requirements. 

ASSESSMENT CRITERION 3 
3. The importance of the customer and good customer service to the organisation is identified in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Importance may include but not be limited to - profit, customer satisfaction and reputation, customer loyalty and customer feedback.
 

ASSESSMENT CRITERION 4 
4. Personal presentation and grooming standards are identified in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Areas in which standards are identified may include but are not limited to body and clothing cleanliness, hair care, make-up, clothes/uniform maintenance.
 

ASSESSMENT CRITERION 5 
5. Personal and interpersonal factors, which influence the service situation, are identified in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Factors may include but not be limited to - positive customer attitude, motivation, interest, confidence, objectivity, courtesy and responsiveness.
 

ASSESSMENT CRITERION 6 
6. Communication skills that are useful to customer service are identified in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Skills may include but not be limited to - speaking, giving information and active listening.
 

SPECIFIC OUTCOME 2 
Provide customer service in a given situation 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The customer is greeted in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to - availability, smile, polite language, appropriate welcoming phrase, courtesy and promptness.
 

ASSESSMENT CRITERION 2 
2. The customer's needs are identified in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Identification may include but not be limited to - questioning, clarifying and summarising.
 

ASSESSMENT CRITERION 3 
3. The ability to maintain customer service levels when dealing with several demands at one time is demonstrated in accordance with organisational requirements. 

ASSESSMENT CRITERION 4 
4. The customer is provided with information in accordance with customer and organisational requirements. 
ASSESSMENT CRITERION RANGE 
Requirements may include but not be limited to - accuracy, service knowledge, coverage, timeliness, reliability and objectivity.
 

ASSESSMENT CRITERION 5 
5. Services are matched to customer needs in accordance with organisational requirements. 

ASSESSMENT CRITERION 6 
6. Customer requirements are met to customer satisfaction, or customer is referred to more experienced staff, where appropriate, in accordance with organisational requirements. 

ASSESSMENT CRITERION 7 
7. Customers with special needs are dealt with in accordance with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Special needs may vary from those with disabilities, to those who are disadvantaged or those who have needs which can not be met through the usual provision.
 

SPECIFIC OUTCOME 3 
Respond to customer complaints in a given situation 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Customer complaints are identified and prompt action is taken in accordance with organisational requirements. 

ASSESSMENT CRITERION 2 
2. Procedures for minimising disruptive situations are demonstrated in accordance with organisational requirements. 

ASSESSMENT CRITERION 3 
3. Instances when complaints should be referred to more experienced staff are identified and acted upon promptly and objectively in accordance with organisational requirements. 

ASSESSMENT CRITERION 4 
4. Remedial action is taken for situations not requiring referral in accordance with organisational requirements. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
Accreditation process (including moderation):
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

    Therefore anyone wishing to be assessed against this unit standard may apply to be assessed by any assessment agency, assessor or provider institution which is accredited by the relevant ETQA. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners are able to:
  • Communicate effectively in providing customer service
  • Display a professional image and positive attitude towards customers
  • Value the importance of customers and good customer service to the organisation
  • Adhere to organisational procedures and policies regarding handling customer complaints
  • Operate organisation specific systems in order to complete the task at hand
  • Provide customer service in accordance with the Code of Banking Practice 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems when responding to customer complaints, ensuring decisions regarding responses are only taken once all information has been obtained and clarified. 

    UNIT STANDARD CCFO WORKING 
    The learner is able to work effectively with others when responding to customer complaints and referring complaints to more experienced staff, ensuring efficient customer service. 

    UNIT STANDARD CCFO ORGANISING 
    The learner is able to organise and manage his/her activities responsibly and effectively ensuring professional appearance and offering of customer service. 

    UNIT STANDARD CCFO COMMUNICATING 
    The learner is able to communicate verbally when providing customer service and responding to customer complaints. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to demonstrate an understanding of the relationship between internal departments, business unit employees and clients (service chain)and the importance of networking to effectively provide customer service in given situations. 

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

    UNIT STANDARD NOTES 
    Legal requirements:

    Code of Banking Practice

    Terminology:

    In this unit standard organisational requirements refer to documented instructions about policy and procedures (including service level agreements and the application of legislation to enterprise situations). These instructions are available in the workplace, work site and/or training or educational establishment. Organisational requirements may include but are not limited to - health and safety requirements, service delivery requirements, special needs requirements, customer complaints requirements.

    In this unit standard a given situation refers to service situations that reflect real workplaces.

    Definitions:
    Organisation refers to any workplace, work site and/or training or educational establishment;
    Customer refers to both internal and external customers and refers to the recipient of goods and/or services.
    Quality service chain refers to all the parts that make up the service delivery process. The parts may include but are not limited to - client, front-line customer service interaction, back-up staff, supplier, manufacturer, and distributor activities.
    Customer care refers to all the activities that are required to provide customer satisfaction.
    Positive customer attitude refers to a genuine concern to assist customers, empathy, and a "can do" approach to meeting customer needs.
    Customer service refers to any action taken to meet customer needs and expectations in relation to provision of services.
    Active listening refers to the skills of listening. These skills may include but are not limited to - questioning, reading and responding to body language, use of silence, paraphrasing, reflecting feelings, summarising.

    Assessment against unit standard:

    Assessment practices against this unit standard should meet the requirements of established assessment principles, such as validity, reliability and fairness. Assessment activities and tools, which are appropriate to the context in which learners are working, should be used. The assessment should ensure that all the specific outcomes, critical cross-field outcomes, and essential embedded knowledge are assessed. Learners are required to demonstrate that they can perform the specific outcomes with understanding and reflexivity and, where applicable, within all the situations and circumstances defined by the range statement(s). 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  20184   National Certificate: Banking  Level 3  NQF Level 03  Reregistered  2023-06-30  BANKSETA 


    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. Absa Learning & Development 
    2. Chartall Business College 
    3. Compuscan Academy 
    4. Felix Risk Training Consultants 
    5. Nedbank Ltd 
    6. SA Homeloans (Pty) Ltd 
    7. Standard Bank Personal and Business Banking 



    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.