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: 

Foster and maintain customer service levels and relations 
SAQA US ID UNIT STANDARD TITLE
115831  Foster and maintain customer service levels and relations 
ORIGINATOR
SGB Hiring 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 3  NQF Level 03 
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 does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
The person credited with this unit standard is able to ensure that customer needs and requirements are identified and fulfilled and that all administrative procedures are completed. This unit standard aims to identify customer needs through fostering and maintaining customer relations

The qualifying learner is capable of:
  • Accepting and processing customer orders.
  • Distributing orders and or equipment.
  • Following up on orders placed.
  • Maintaining customer satisfaction and relationships. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this unit standard will have demonstrated competence in computer literacy, mathematical literacy and communications at NQF level 2 or equivalent. 

    UNIT STANDARD RANGE 
  • Communication techniques include but are not limited to: empathy, listening, use of questions, observation, and body language.
  • Recording of order details include but are not limited to: electronic and manual recording systems.
  • Relevant communication equipment includes but is not limited to: e-mail, telephone, fax, written communication. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Accept and process customer order. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Options for recording sales transactions are described to match specific customer needs and based on system or manual requirements. 

    ASSESSMENT CRITERION 2 
    Acceptance and recording of the customer's order complies with organisational, customer and legal requirements. 

    ASSESSMENT CRITERION 3 
    Availability of equipment and accessories is clarified and the recorded details of the hire contract are complete, accurate and agreed with by the customer in the required format. 

    ASSESSMENT CRITERION 4 
    Order administration procedures are maintained in relation to recording, analysing and reporting processes in accordance with organisational administration standards and procedures. 

    ASSESSMENT CRITERION 5 
    Order documentation information is fully and accurately recorded in the required format and kept available for reference purposes. 

    ASSESSMENT CRITERION 6 
    Order documentation is completed within the agreed time frames. 

    SPECIFIC OUTCOME 2 
    Distribute orders and or equipment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Orders are confirmed and communicated to the relevant parties telephonically or through memorandum and within the agreed time frames. 

    ASSESSMENT CRITERION 2 
    Approval of orders is obtained from authorised personnel according to established procedures. 

    ASSESSMENT CRITERION 3 
    Documentation and processes relating to confirming of orders is complete, concise and in the required format and location. 

    ASSESSMENT CRITERION 4 
    Relevant communication equipment is used to convey and distribute orders to comply with organisational requirements and system requirements. 

    ASSESSMENT CRITERION 5 
    Order delivery is aligned to customer requirements and within required timeframe. 

    ASSESSMENT CRITERION 6 
    Variances in the order are identified and corrective action is taken following company specific guidelines and procedures. 

    SPECIFIC OUTCOME 3 
    Follow up on orders placed. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Good customer relations are maintained by being aware and by monitoring the order status on a daily/weekly/monthly basis. 

    ASSESSMENT CRITERION 2 
    Order documentation is reconciled and processed in accordance with organisational requirements and full administrative procedure. 

    ASSESSMENT CRITERION 3 
    Suppliers are contacted to affirm/confirm delivery date in accordance with original contract agreement. 

    ASSESSMENT CRITERION 4 
    Customers are contacted to provide delivery information within agreed time frames. 

    ASSESSMENT CRITERION 5 
    Order administration procedures and systems are adhered to in accordance with policies and organisational procedures. 

    ASSESSMENT CRITERION 6 
    Different types of order status and how each of these are followed up is explained according company procedures and status specifications. 

    ASSESSMENT CRITERION 7 
    Variances in orders placed and orders received are monitored, corrective action implemented and managed within required timeframes. 

    ASSESSMENT CRITERION 8 
    Damaged goods are uplifted within arranged time frame and in line with organisational requirements. 

    SPECIFIC OUTCOME 4 
    Maintain customer satisfaction and relationships. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Processes that establish communication with customers are implemented according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    Product and service support is provided which is consistent with identified customer needs and available resources of the organisation. 

    ASSESSMENT CRITERION 3 
    Feedback is acknowledged and reported to superior according to organisational requirements and in the required format. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • 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.
  • Anyone assessing a learner against this unit standard must be registered as an assessor 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.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Methods, techniques and elements for conducting hiring order transactions.
  • Systems, policies and procedures for processing hiring order documentation.
  • The industry, the equipment and the industry role players. Range: This knowledge will apply to the particular economic sector in which the learner is learning. Moderation of this aspect will therefore need to be carried out by the relevant Educational and Training Quality Assurance Body (ETQA). 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems pertaining to hiring orders and distribution requirements. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in order to ensure that all members/role-players contribute to the successful performance of order taking activities. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities so that alternative strategies exist when accepting and processing hiring orders from customers in relation to the hiring of equipment. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information to identify customer hiring needs in the commodity and garment hire industry. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when communicating product knowledge, asking questions, directing hiring motives, answering questions and offering solutions. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems where the accepting and placing of hired equipment impacts on the success of the individual and organisation. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: being culturally sensitive across a range of social contexts when taking hiring orders, so that these are appropriate and acceptable to a range of consumers with varying hiring 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
    Elective  49081   National Certificate: Construction: Advanced Plant Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  CETA 
    Elective  48887   National Certificate: Hiring Services and Support  Level 3  NQF Level 03  Reregistered  2023-06-30  SERVICES 
    Elective  65949   Further Education and Training Certificate: Supervision of Construction Processes  Level 4  NQF Level 04  Reregistered  2023-06-30  CETA 


    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. ETS Emergency Training Solutions (PTY) LTD 
    2. Hlumanathi Trading PTY LTD 
    3. Matimba Rigging & Training (SECUNDA) (TP) 
    4. Ntongenhle Construction Force 
    5. Powerpro Technologies and Training Facility (PTY) LTD 
    6. Sinethemba Visiwe 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.