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: |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
UNIT STANDARD RANGE |
The typical scope of this Unit Standard is:
|
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 |
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 |
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 |
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. |