Describe the impact of customer service on a business

SOUTH AFRICAN QUALIFICATIONS AUTHORITY 

REGISTERED UNIT STANDARD: 

Describe the impact of customer service on a business 

SAQA US ID

UNIT STANDARD TITLE

252244 

Describe the impact of customer service on a business 

ORIGINATOR

ORIGINATING PROVIDER

SGB Transport and Logistics Operations 

QUALITY ASSURING BODY

-  

FIELD

SUBFIELD

Field 11 - Services

Transport, Operations and Logistics 

ABET BAND

UNIT STANDARD TYPE

OLD NQF LEVEL

NEW NQF LEVEL

CREDITS

Undefined 

Regular 

Level 1 

NQF Level 01 

6 

REGISTRATION STATUS

REGISTRATION START DATE

REGISTRATION END DATE

SAQA DECISION NUMBER

Registered 

2008-02-06 

2011-02-06 

SAQA 0875/08 

LAST DATE FOR ENROLMENT

LAST DATE FOR ACHIEVEMENT

2012-02-06  

2015-02-06  

In all of the tables in this document, both the old and the new NQF Levels are shown. In the text (purpose statements, qualification rules, etc), any reference to NQF Levels are to the old levels unless specifically stated otherwise. 

This unit standard replaces: 

US ID

Unit Standard Title

Old NQF Level

New NQF Level

Credits

Replacement Status

110082 

Understand the impact of customer service on a business 

Level 1 

NQF Level 01 

6 

Complete 

PURPOSE OF THE UNIT STANDARD 

A learner credited with this standard will be able to effectively interact with customers to the benefit of the business.

The qualifying learner will be capable of:

·  Explaining the relationship between business and the customer.

·  Providing customer satisfaction.

·  Solving problems that may lead to customer dissatisfaction.

·  Displaying appropriate behaviour when interacting with customers. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 

It is desirable for learners wishing to achieve this unit standard to be competent at:

·  Communication at ABET Level 3 or equivalent.

·  Mathematical Literacy at ABET Level 3 or equivalent. 

UNIT STANDARD RANGE 

N/A 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 

Explain the relationship between business and the customer. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 

Internal and external customers are defined and identified using organisational examples. 

ASSESSMENT CRITERION 2 

The importance of the customer to the business is explained using examples. 

ASSESSMENT CRITERION 3 

The role of the business in meeting the customer's needs is explained in terms of the organisation. 

ASSESSMENT CRITERION 4 

The role of the individual as a team member in meeting customer needs is identified in relation the role of the business. 

ASSESSMENT CRITERION 5 

The chain of customer service is described in relation to the individual's role. 

SPECIFIC OUTCOME 2 

Provide customer satisfaction. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 

Customer satisfaction is defined and explained in accordance the organisational policies. 

ASSESSMENT CRITERION 2 

The needs and expectations of customers are explained in relation to services rendered. 

ASSESSMENT CRITERION 3 

The role of the team member in meeting the needs and expectations of customers is described in relation of his/her workplace role. 

ASSESSMENT CRITERION 4 

Business competition is explained in relation to customer satisfaction. 

ASSESSMENT CRITERION 5 

Personal performance is measured in terms of set organisational standards and values. 

SPECIFIC OUTCOME 3 

Solve problems that may lead to customer dissatisfaction. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 

The types of customer related problems are identified in relation to the role of the individual team member. 

ASSESSMENT CRITERION 2 

Problem solving methods are identified and explained according to organisational guidelines. 

ASSESSMENT CRITERION 3 

Problem solving methods are applied to a given scenario. 

SPECIFIC OUTCOME 4 

Display appropriate behaviour when interacting with customers. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 

Customer complaints are addressed in accordance with organisational procedures. 

ASSESSMENT CRITERION 2 

Inappropriate behaviour when dealing with a customer is described using examples. 

ASSESSMENT CRITERION 3 

The role as the organization`s representative is explained according to the level of responsibility/authority. 

ASSESSMENT CRITERION 4 

Follow-up and reporting is undertaken in accordance with organizational procedures. 

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 

·  Any institution offering learning that will enable achievement of this unit standard and the related Exit Level Outcomes of the Qualification must be accredited by the relevant Education and Training Quality Assurance (ETQA) body.

·  External Moderation of assessment will be overseen by the relevant ETQA at its discretion.

·  The accredited Training Provider will oversee internal moderation of assessment.

·  Internal and external moderation should encompass achievement of competence described in the specific outcomes of the unit standard as well as the integrated competence described in the purpose of the unit standard. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 

·  Types of customers.

·  Relationship between customer and business.

·  Chain of customer service.

·  Customer satisfaction/dissatisfaction indicators.

·  Business competition.

·  Problem solving methods. 

UNIT STANDARD DEVELOPMENTAL OUTCOME 

N/A 

UNIT STANDARD LINKAGES 

N/A