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 THAT HAS PASSED THE END DATE: 

Handle a range of customer complaints 
SAQA US ID UNIT STANDARD TITLE
10025  Handle a range of customer complaints 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2007-12-02  2008-02-19  SAQA 1657/04 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2009-02-19   2012-02-19  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
252210  Handle a range of customer complaints  Level 4  NQF Level 04   

PURPOSE OF THE UNIT STANDARD 
This unit standard is a core standard and forms part of the qualification, National Certificate, and is registered at Level 4 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing Environment, specialising in either; Marketing Research, Marketing Management, Marketing communication or Customer Management, where the acquisition of competence against this standard will add value to one`s job.
This standard will also add value to learners who are starting their own business and recognise that marketing forms an integral component of any business

The qualifying learner is capable of:
  • Identifying the customer`s problem.
  • Committing to solving the customer complaint.
  • Arranging correct planning and solution to the customer`s problems.
  • Communicating with all stakeholders.
  • Providing practical business solutions. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competence in communicating verbally and in writing and computer technology at Level 3 on the NQF or equivalent. 

    UNIT STANDARD RANGE 
  • Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
  • Standard applies to marketing management, customer management, marketing communications and marketing research.
  • Customers include walk-in customers, canvassed customers, telephonically contacted customers, customers obtained through marketing communications, e-mail customers and customers contacted through electronic means. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the customer's problem. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The nature of the complaint is identified and assessed. 

    ASSESSMENT CRITERION 2 
    2. The origin of the complaint is identified. 

    ASSESSMENT CRITERION 3 
    3. Responsibility for action to solve the problem is taken. 

    ASSESSMENT CRITERION 4 
    4. The problem is documented, according to company regulations and requirements. 

    SPECIFIC OUTCOME 2 
    Commit to solving the customer complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Commitment to resolve the complaint is demonstrated. 

    ASSESSMENT CRITERION 2 
    2. The customer is totally satisfied with the complaint process to date. 

    ASSESSMENT CRITERION 3 
    3. The company provides support for both the individual and the customer. 

    SPECIFIC OUTCOME 3 
    Arrange correct planning and solution to the customer's problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The correct solution is applied to solve the customer's problems. 

    ASSESSMENT CRITERION 2 
    2. Contact is maintained with all relevant stakeholders. 

    ASSESSMENT CRITERION 3 
    3. Correct solution is applied to the customer's complaint within the agreed timeframe. 

    SPECIFIC OUTCOME 4 
    Communicate with all stakeholders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant internal parties are notified of the complaint and its rooting. 

    ASSESSMENT CRITERION 2 
    2. Immediate superior is notified of the customer's complaint for further action. 

    ASSESSMENT CRITERION 3 
    3. The customer is communicated with regarding the outcome and progress of the solution. 

    SPECIFIC OUTCOME 5 
    Provide practical business solutions. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. A partnership is arranged between suppliers and the organisation, which enhances the solution of the customer's problem. 

    ASSESSMENT CRITERION 2 
    2. Relationships are built by solving the customer's complaint and by building sales. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the services SETA and/or by GENFETQA. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    A demonstrated understanding of:
  • A general understanding of the company`s complaint procedure systems.
  • A basic understanding of methods and techniques for communicating with stakeholders involved in customers complaints. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in the pursuit of solutions for customer complaints. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities so that alternative solutions and strategies exist to solve the problem in the event current one`s failing. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information so that all details required to solve the customer`s complaint is obtained, recorded and used. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all customers and other stakeholders in the resolution of the customer`s complaint. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Understand the world as a set of related systems in that resolved complaints can lead to improved business in the line of sales. 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 252210, which is "Handle a range of customer complaints", Level 4, 4 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  21787   National Certificate: Funeral Services Practice  Level 3  NQF Level 03  Reregistered  2023-06-30  SERVICES 
    Core  48658   Further Education and Training Certificate: Seed Marketing  Level 4  NQF Level 04  Reregistered  2023-06-30  AgriSETA 
    Core  48906   Further Education and Training Certificate: Supervision of Wastewater Reticulation Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was EWSETA until Last Date for Achievement 
    Core  20907   National Certificate: Customer Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Core  23976   National Certificate: Local Employment and Skills Development Practices  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2006-08-13  PSETA 
    Core  20903   National Certificate: Marketing Communications  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  20899   National Certificate: Marketing Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  20894   National Certificate: Marketing Research  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-02-19  Was SERVICES until Last Date for Achievement 
    Core  35927   National Certificate: Payroll Administration Services  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2009-11-07  Was SERVICES until Last Date for Achievement 
    Elective  67465   National Certificate: Business Administration Services  Level 3  NQF Level 03  Reregistered  2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  50479   Further Education and Training Certificate: Advertising  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Elective  20185   Further Education and Training Certificate: Banking  Level 4  NQF Level 04  Reregistered  2023-06-30  BANKSETA 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  48883   Further Education and Training Certificate: Small Business Advising (Information Support)  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Elective  58330   National Certificate: Pipeline Operations  Level 5  Level TBA: Pre-2009 was L5  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. Absa Learning & Development 
    2. Advanced Assessments and Training 
    3. Afedile M Learning Centre (Pty 
    4. Afedile M Learning Centre (Pty) Ltd 
    5. Afric Training Centre and Security Studies PTY LTD 
    6. Africa Glory Empowerment Services 
    7. Artshub Institute 
    8. ATTI IT SOLUTIONS (Bloemfontei 
    9. ATTI Nelspruit Pty Ltd 
    10. Aurora IT & Security Solutions 
    11. Awona Technologies cc 
    12. Azania Currency and Equity Markets 
    13. Bidvest Bank 
    14. Boland College 
    15. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    16. BPO Skills Academy 
    17. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    18. Campion Business School 
    19. Careers IT 
    20. Chartall Business College 
    21. Civilkox Trading Enterprise (Pty) Ltd 
    22. College Africa Group (Pty) Ltd 
    23. Compuscan Academy 
    24. Cornerstone Performance Solutions (Pty) Ltd 
    25. CTU Training Solutions 
    26. DC Dali Debt Counsellors 
    27. DC Dynamic College of Commerce 
    28. Delmas Development Centre 
    29. DVG Media Training 
    30. Epitome Villa (Pty)Ltd 
    31. Falcon Business Institute (Pty) Ltd 
    32. Felix Risk Training Consultants 
    33. Footprint Media academy Pty ltd 
    34. Fullimput108 (Pty) Ltd 
    35. Futurekids SA (Fochville) 
    36. Gauteng City College 
    37. Gauteng College of Engineering 
    38. Gijima Holdings (Pty) Ltd 
    39. Golden Step Campus (Pty) Ltd. 
    40. Harambe Trading Enterprise Pty Ltd 
    41. Heart Solutions 
    42. HILLCROSS BUSINESS SCHOOL (PTY 
    43. Ikusasalethu Youth Development 
    44. ILUBALETHU PROJECTS 
    45. INFINITUS TRAINING SOLUTION 
    46. Information Technology Resource Centre 
    47. Institutional Higher Education 
    48. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    49. J and R Accountants (PTY) LTD 
    50. Jeppe College of Commerce and 
    51. Khavhatondiwe Academy 
    52. Leseding Computer Systems 
    53. LUPHINDI BUSINESS SOLUTIONS 
    54. Mabele NKL Holdings Investments 
    55. MAKHOKA SUPPLIERS (PTY) LTD 
    56. Mamelodi Digital Centre cc 
    57. Mavone Investments (PTY) Ltd 
    58. MBOWA COLLEGE PTY LTD 
    59. Metanoia Ratings PTY LTD 
    60. Mpontshe Training 
    61. Multi Tech College 
    62. Musengavhadzimu Media 
    63. MVM Multimedia 
    64. Nape Angwato Trading 
    65. NCC - Vereeniging 
    66. Nchebeko Skills Consultancy (PTY) LTD 
    67. Nedbank Ltd 
    68. Nolwazi Stem Education for The 
    69. Nyathela Business College 
    70. Octopus Training Solutions 
    71. On the Ball College Pty ltd 
    72. OPELONG BUSINESS INSTITUTE (PT 
    73. Peo Entle HIV Wellness Management and Youth Skills Development NPO 
    74. Petcon Capacity Building Solut 
    75. PHUTHUMA TEL PTY LTD 
    76. Piquant Trading 
    77. Pretoria Technical College 
    78. Production Management Institute of Southern Africa 
    79. PROSERV SA (PTY) LTD 
    80. PTS College 
    81. QETO BUSINESS CONSULTING 
    82. QUALITATIVE INNOVATIVE SOLUTIONS 
    83. Richfield Graduate Institute of Technology Pty Ltd 
    84. Rivoni Training N Communicatio 
    85. Rostec Technical FET College (Pty) Ltd 
    86. Sakhisisizwe Projects 
    87. Servilinx 65 t/a Skills Development Academy 
    88. South African Business and Tec 
    89. Standard Bank Personal and Business Banking 
    90. Success Christian Training Cen 
    91. T Monarchy Group 
    92. Taal-Net Training Institute 
    93. Thasullulo F.E.T College (Pty) Ltd 
    94. The Facilitation Workshop 
    95. Thubelihle Graduate Institute 
    96. Tinotel Communications 
    97. Titan Trade Technologies 
    98. TOMM TRAINING SOLUTIONS 
    99. Tseleka Trading Enterprise (Pty) Ltd 
    100. Tshwane College of Commerce an 
    101. UCS Education and Training Services (Pty) Ltd 
    102. Umbuso Training Services (Pty) Ltd. 
    103. Umzansi Fretex Consultancy 
    104. Varsity Institute of Science & Technology (Pty)Ltd 
    105. Visionary Skill Academy 
    106. VUTHLARI MARKETING CONSULTING 
    107. Welltec Academy (Pty) LTD 
    108. Whitestone College 
    109. Working Solution International 



    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.