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:

Apply the skills of customer care in a specific work environment

SAQA US ID	UNIT STANDARD TITLE
119676	Apply the skills of customer care in a specific work environment
ORIGINATOR
SGB Insurance and Investment
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
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 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 will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face.

The qualifying learner is capable of:

Explaining the principles of impressive customer service in the context of a specific industry and organisation.

Applying knowledge of personality styles to respond appropriately to a customer.

Analysing information in order to provide customer service.

Suggesting innovative solutions to respond to queries and improve customer service.

Managing the relationship to retain customers.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Communication at NQF Level 3.

Mathematical Literacy at NQF Level 3.

UNIT STANDARD RANGE

The typical scope of this Unit Standard is:

Customers may be internal or external clients.

Behaviour refers to both verbal and non verbal aspects and should reflect Emotional Intelligence.

Ways of overcoming objections include, but are not limited to, empathy, conflict resolution and questioning techniques.

Presentations may be verbal or written.

Formats include, but are not limited to, telephonic exchanges, verbal presentations, emails, faxes, letters or reports.

Appropriate language is adapted for the specific audience and purpose and should avoid the use of jargon.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Explain the principles of impressive customer service in the context of a specific industry and organisation.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Current theories of customer service are researched in order to identify trends.

ASSESSMENT CRITERION 2

Case studies are analysed to identify instances of impressive customer service.

ASSESSMENT CRITERION 3

Case studies are analysed to identify instances of unacceptable customer service and suggestions are made as to how each situation could be handled differently.

ASSESSMENT CRITERION 4

The implications of poor customer service are explained from the point of view of the individual, the customer and the organisation.

ASSESSMENT CRITERION 5

The consequences of non-compliance with an organisation's policies and procedures in dealing with customers are explained with examples.

SPECIFIC OUTCOME 2

Apply knowledge of personality styles to respond appropriately to a customer.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Different personality styles are investigated in order to understand interpersonal behaviour.

ASSESSMENT CRITERION 2

Own behaviour and that of three other people are analysed to determine personality style.

ASSESSMENT CRITERION 3

Anticipated behaviour is explained for selected personality styles and scenarios and an indication is given of how to respond appropriately in each situation.

ASSESSMENT CRITERION 4

Ways of overcoming objections or obstacles are demonstrated for at least two personality styles.

SPECIFIC OUTCOME 3

Analyse information in order to provide customer service.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Information that is needed to address a query is gathered and analysed to determine an appropriate response.

ASSESSMENT CRITERION 2

Background, industry, organisation and product knowledge are applied to a situation to ensure a comprehensive response.

ASSESSMENT CRITERION 3

The information is presented to the customer in the appropriate language, format and style.

ASSESSMENT CRITERION 4

The consequences of providing inadequate or incomplete responses to queries are explained with examples.

SPECIFIC OUTCOME 4

Suggest innovative solutions to respond to queries and improve customer service.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The conventional responses to frequently asked questions are analysed and suggestions are made as to how the responses could be improved to enhance customer satisfaction.

ASSESSMENT CRITERION 2

The concept of ownership in customer care is explained with reference to the benefits of ownership to the individual, customer and organisation.

ASSESSMENT CRITERION 3

An organisation's customer service related policies and procedures are analysed and suggestions are made for possible adjustments or improvements.

SPECIFIC OUTCOME 5

Manage client relationships to retain customers.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Reasons why an organisation would actively attempt to retain customers are identified for a specific organisation.

ASSESSMENT CRITERION 2

The concept of customer loyalty is explained with examples.

ASSESSMENT CRITERION 3

Ways in which an organisation actively attempts to retain customers are analysed for three different organisations.

ASSESSMENT CRITERION 4

The cost implications of customer management are explained with examples.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

This Unit standard will be internally assessed by the provider and moderated by a moderator registered by a relevant accredited ETQA or an ETQA that has a Memorandum of Understanding with the relevant accredited ETQA.

An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA or an ETQA that has a Memorandum of Understanding with the relevant ETQA.

Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA or with an ETQA that has a Memorandum of Understanding 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, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.

Moderation of assessment will be conducted by the relevant ETQA according to the policies and guidelines for assessment and moderation of that ETQA, at its discretion, in terms of agreements reached about assessment and moderation between various ETQAs (including professional bodies).

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

N/A

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Learners are able to identify and solve problems in which responses show that responsible decisions using critical thinking have been made in suggesting innovative responses to queries and ways to improve customer service.

UNIT STANDARD CCFO COLLECTING

Learners are able to collect, organise and critically evaluate information in researching current theories of customer service and gathering information to address a query.

UNIT STANDARD CCFO COMMUNICATING

Learners are able to communicate effectively in providing customer service and presenting information to customers in an appropriate format.

UNIT STANDARD CCFO DEMONSTRATING

Learners are able to demonstrate an understanding of the world as a set of related systems by recognising the relationship between customer retention and customer service and explaining the consequences of inadequate responses.

Learners are able to demonstrate cultural sensitivity in providing customer service to a diverse customer base and adapting language and responses to best service customer needs.

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	64289	Further Education and Training Certificate: Automotive Sales and Support Services	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	MERSETA
Core	79986	Further Education and Training Certificate: Dance Instruction	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Core	50520	Further Education and Training Certificate: Library Practice	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	ETDP SETA
Core	49649	Further Education and Training Certificate: Long-term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	INSETA
Core	66609	Further Education and Training Certificate: Retail Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	66610	Further Education and Training Certificate: Short Term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Core	64390	National Certificate: Emergency Services Supervision: Fire and Rescue Operations	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	LG SETA
Core	58624	National Certificate: Library and Information Services	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2015-03-13	ETDP SETA
Elective	60190	National Certificate: Water and Wastewater Process Control	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	EWSETA
Elective	64069	Further Education and Training Certificate: Archives and Records Management	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	ETDP SETA
Elective	58801	Further Education and Training Certificate: Environmental Noise Practice	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2015-06-30	LG SETA
Elective	65989	Further Education and Training Certificate: Human Settlements Development	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	CETA
Elective	57613	Further Education and Training Certificate: Short-Term Risk Management	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2012-06-30	INSETA
Elective	66613	Further Education and Training Certificate: Wealth Management	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	66089	National Certificate: Human Settlements Development	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	CETA
Elective	61489	National Certificate: Transport Operations	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "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.	CHILUTSI TRADING ENTERPRISE
2.	Diversity technology Training Institute
3.	DR HE MAEPA INSTITUTE
4.	Edu-Prof Training Centre
5.	ERGO MAPHELONG INSTITUTE (PTY) LTD
6.	ERWAT
7.	Faranang Business and Training Solutions PTY(LTD)
8.	Gender Education & Development Institute (GEDI
9.	GG SQUARED PROJECTS
10.	Goldfields Emergency Fire Services Training Academy
11.	HAZYVIEW WATER SKILLS ACADEMY
12.	Jobafrik Consulting
13.	Josmap Training Institute
14.	K-BONENG CONSULTING SERVICES (PTY) LTD
15.	Kelvin Power (Pty) Ltd
16.	Mortarboard Training Solutions
17.	NTANDOKAZI HOLDINGS (PTY) LTD
18.	NTI College
19.	Petra institute of Development (PTY) Ltd
20.	PIONEER BUSINESS CONSULTING (PTY) LTD
21.	Progressive School of Business and Engineering (Pty)
22.	PTDEV (Pty) Ltd
23.	Retshetse Training Project
24.	SEANEGO INTERGRATED NATURAL RESOURCES MANAGEMENT
25.	Sebenzisanane Human Capital
26.	SEOPOSENGOE TRAINING CONSULTANCY CC
27.	South African Corporate Training Association
28.	South West Gauteng Tvet College
29.	Sozim Trading and Consultancy
30.	Tembe Service Providers
31.	Trainyoucan (Pty) Ltd
32.	Tshwane Training Institute (PTY) LTD.
33.	TWINMARK STRATEGY AND MANAGEMENT CONSULTANTS
34.	Universal Knowledge Software
35.	Yellow Media Learning Institute (Pty) Ltd