customer service

Description

All qualifications and unit standards 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:

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