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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Provide good customer service in a cleaning services environment 
SAQA US ID UNIT STANDARD TITLE
243195  Provide good customer service in a cleaning services environment 
ORIGINATOR
SGB Hygiene & Cleaning Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Cleaning, Domestic, Hiring, Property and Rescue Services 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 1  NQF Level 01 
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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
12516  Deal with customers in a cleaning environment  Level 1  NQF Level 01  Complete 

PURPOSE OF THE UNIT STANDARD 
Learners credited with this unit standard are able to provide good customer service in a cleaning services environment.

Qualifying learners are able to:
  • Identify customers in a cleaning services environment.
  • Demonstrate an awareness of customer requirements in a cleaning services environment.
  • Meet the requirements of customers in a cleaning services environment. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication at ABET Level 3. 

  • UNIT STANDARD RANGE 
  • The scope of this unit standard is for any person who performs cleaning tasks in a cleaning services environment.
  • In the context of this unit standard:

    > External customer refers to any company, organisation or individual who purchases cleaning services.
    > Internal customer refers to his/her co-workers at all levels.
    > Cleaning services environment refers to the cleaning services industry.
  • The learner is not expected to resolve customer conflict or get new business. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify customers in a cleaning services environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    External customers are described in terms of the cleaning service provided and the learner's scope of work. 

    ASSESSMENT CRITERION 2 
    The concept of customers paying for cleaning services is explained in terms of basic cleaning principles and basic business principles. 

    ASSESSMENT CRITERION 3 
    The importance of external customers is explained giving two reasons for their importance in terms of basic cleaning principles and basic business principles. 

    ASSESSMENT CRITERION 4 
    Internal customers are described in terms of his/her organisation's structure and cleaning services provided to external customers. 

    ASSESSMENT CRITERION 5 
    The concept of providing good service to both external and internal customers in a cleaning services environment, and the importance of doing so, is explained in terms of the application of basic cleaning principles and basic business principles. 

    SPECIFIC OUTCOME 2 
    Demonstrate an awareness of customer requirements in a cleaning services environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer requirements are listed in terms of the scope of work, cleaning specification and worksite procedure. 

    ASSESSMENT CRITERION 2 
    The customer's reasons for cleaning are identified in terms of the scope of work, cleaning specification, worksite procedure and basic cleaning principles. 
    ASSESSMENT CRITERION RANGE 
    Range of reasons for cleaning could include but is not limited to, removal of dirt, providing an environment that is healthy, hygienic, pleasant and/or safe, to recover valuable or re-usable materials, to protect surfaces from wear, to preserve the value of items or surfaces, to create or maintain a business image or appearance.
     

    ASSESSMENT CRITERION 3 
    The importance of understanding the customer's requirements correctly is explained and two reasons given in terms of basic cleaning principles and providing customer service. 

    SPECIFIC OUTCOME 3 
    Meet the requirements of customers in a cleaning services environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Cleaning tasks and other duties are completed in accordance with the worksite procedure, and the importance of doing so is explained in terms of basic cleaning principles and providing customer service. 

    ASSESSMENT CRITERION 2 
    The importance of doing the work correctly first time, every time, is explained in terms of basic cleaning principles and providing customer service. 

    ASSESSMENT CRITERION 3 
    The importance of treating customers with courtesy is explained and three examples given in terms of basic cleaning principles and providing customer service. 
    ASSESSMENT CRITERION RANGE 
    Courtesy could include but is not limited to, greeting customers, maintaining eye contact during communication, listening carefully, smiling and using other positive body language, being helpful and friendly, standing to one side and/or removing equipment to allow people to pass.
     

    ASSESSMENT CRITERION 4 
    Customer property is handled with care and respect and the importance of doing so is explained in terms of the cleaning specification and providing customer service. 
    ASSESSMENT CRITERION RANGE 
    Range of customer property includes but is not limited to building structures, furniture and fittings, floor coverings.
     

    ASSESSMENT CRITERION 5 
    The reasons for providing good customer service are described and three examples given in terms of his/her organisation's relationship with the customer and basic business principles. 

    ASSESSMENT CRITERION 6 
    Appropriate responses are made when a customer is not satisfied with work done, and two examples are given, in terms of basic cleaning principles and providing customer service. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any institution or provider offering learning that will enable achievement of this unit standard must be accredited by the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be a constituent assessor registered with the relevant ETQA.
  • Both internal and external moderation of the assessment will be quality assured by the relevant ETQA in accordance with their published policies and procedures. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Basic cleaning principles applicable to providing good customer service in a cleaning services environment.
  • Basic business principles applicable to providing good customer service in a cleaning services environment. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems that might occur during the provision of good customer service in a cleaning services environment by making adjustments to the cleaning schedule when an area scheduled for cleaning is being occupied. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a cleaning team to provide good customer service in a cleaning services environment. 

    UNIT STANDARD CCFO ORGANISING 
    Organize and manage oneself and one's activities responsibly and effectively during the processes of planning, preparing, cleaning and checking the quality of cleaning tasks to provide good customer service in a cleaning services environment. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, organise and evaluate information relating to surfaces, cleaning procedures, cleaning specifications and cleaning frequencies whilst providing good customer service in a cleaning services environment. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with customers using oral and/or written language skills to provide good service in a cleaning services environment. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising the importance of understanding customer requirements and of meeting those requirements and so provide good customer service in a cleaning services environment. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Contribute to the full personal development of each learner and the social and economic development of society at large by:
  • Participating as a responsible citizen in the life of local, national and global communities by implementing good customer service principles.
  • Being culturally sensitive across a range of social contexts by considering the customer whilst providing cleaning services. 

  • 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 
    This unit standard replaces unit standard 12516, " Deal with customers in a cleaning environment ", Level 1, 4 credits.

    Supplementary information:

    Definition of terms within this unit standard:
  • Cleaning services environment refers to anywhere where cleaning takes place.
  • Cleaning specification refers to the list of items to be cleaned and the frequency of cleaning agreed.
  • Frequency refers to the regularity or schedule of cleaning for specific item or surface.
  • Scope of work refers to the areas in which cleaning tasks are to take place.
  • Worksite procedure refers to the method of cleaning an item or surface that has been identified and agreed. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  57937   General Education and Training Certificate: Hygiene and Cleaning  Level 1  NQF Level 01  Reregistered  2023-06-30  SERVICES 


    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.
     
    NONE 



    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.