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: 

Providing customer service 
SAQA US ID UNIT STANDARD TITLE
8254  Providing customer service 
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 4  NQF Level 04  16 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2003-12-03  2006-12-03  SAQA 1351/03 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-12-03   2010-12-03  

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 is a core standard of the qualification National Certificate in retail/wholesale sales and service at NQF 4.
It is aimed at raising the level of customer satisfaction to world class levels by transforming the way customer complaints are dealt with in South African retail/wholesale outlets 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
English communication at NQF 3 equivalent. Computer literacy in terms of basic database and spreadsheet programmes 

UNIT STANDARD RANGE 
  • Solutions for resolving customer dissatisfaction including offering merchandise replacements, money-back guarantees, discounted prices, alternative ranges of similar merchandise, no-cost repairs, merchandise replacement at an associated retail/wholesale outlet
  • A range of data capturing processes for recording customer details in retail/wholesale outlets including manual/electronic data capturing systems 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    The demonstrated ability to make decisions and consider options 
    OUTCOME NOTES 
  • Responding to customer queries and complaints by offering a range of solutions for resolving customer dissatisfaction in retail/wholesale outlets
  • Recording telephonic queries and complaints to initiate future actions for customer dissatisfaction in retail/wholesale outlets
  • Negotiating with internal and external resources for providing effective solutions to customer queries/complaints in retail/wholesale outlets
  • Identifying and alerting co-workers to short-falls in product sand services in retail/wholesale outlets
  • Updating and maintaining customer information using a range of data capturing processes for recording customer details in retail/wholesale outlets 

  • ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The ability to produce at least three of the following types of evidence:

    Evidence will be judged for sufficiency by a registered retail/wholesale assessor
  • Describe organisational policy on customer service for retail/wholesale outlet
  • Describe organisational procedures for handling customer complaints/queries
  • Demonstrate techniques for updating and maintaining customer information records in retail/wholesale outlets
  • Demonstrate techniques for providing customer service using internal and external communication channels to resolve customer queries/complaints
  • Demonstrate techniques for alerting co-workers to short-falls in product and service delivery retail/wholesale outlet 


  • UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    This standard will be used by the Retail/Wholesale SETA (in its ETQA role) to accredit providers 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The demonstrated understanding of:

    Verbal communication and negotiating techniques for dealing with internal and external customers

    Organisational procedures/processes for recording and dealing with customer complaint/query details

    Knowledge of ranges of merchandise, pricing structures and delivery procedures for merchandise stocked by associated retail/wholesale outlets

    Organisational structure and internal/external resources/communication channels for resolving customer queries/complaints 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Understand the world as a set of related systems where a clear understanding of customer expectations to providing the correct solutions to resolving customer dissatisfaction. 

    UNIT STANDARD CCFO WORKING 
    Work with others as a team when informing co-workers of shortfalls in product and service delivery so that all co-workers are committed towards rectifying customer dissatisfaction. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities when resolving complaints so that internal stress is controlled when handling customer conflict situations 

    UNIT STANDARD CCFO COLLECTING 
    Collect and critically evaluate information when responding to telephonic queries and complaints so that appropriate solutions are offered to dissatisfied customers. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when negotiating with internal and external resources so that customer requirements are clearly understood and effective actions are initiated to resolve customer dissatisfaction 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively so that customer information is accurately recorded and regularly updated. 

    UNIT STANDARD ASSESSOR CRITERIA 
    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  24494   National Certificate: Fresh Meat Processing  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-02-06  Was FOODBEV until Last Date for Achievement 
    Core  14854   National Certificate: Agric Sales and Services  Level 4  NQF Level 04  Reregistered  2023-06-30  AgriSETA 
    Core  13719   National Certificate: Retail and Wholesale, Sales and Service Technology  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2006-12-03  W&RSETA 


    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. Balemi Consulting Pty Ltd 
    2. Boland College Head Office 
    3. Cedara College of Agriculture 
    4. Edutel Wholesale & Retail Academy 
    5. ELSENBURG AGRICULTURAL COLLEGE 
    6. Foschini Retail Group Pty Ltd 
    7. Intercept Consulting and Training Solutions 
    8. Lewis Stores (pty) Ltd 
    9. New Clicks South Africa (Pty) Ltd 
    10. NWK Beperk 
    11. RCL Foods-Sugar & Milling (MP) 
    12. Sekhukhune FET College - Central Office 
    13. Senwes Beperk 
    14. Suidwes Beleggings Eiendoms Beperk 
    15. VKB LANDBOU (PTY) LTD 
    16. Woolworths 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.