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	4
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	4

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	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	48658	Further Education and Training Certificate: Seed Marketing	Level 4	NQF Level 04	Passed the End Date - Status was "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	Passed the End Date - Status was "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	Passed the End Date - Status was "Reregistered"	2023-06-30	MICTS
Elective	20185	Further Education and Training Certificate: Banking	Level 4	NQF Level 04	Passed the End Date - Status was "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	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Elective	58330	National Certificate: Pipeline Operations	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "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.	AAR Trading and Projects (Pty) Ltd
2.	Advanced Assessments and Training (Pty) Ltd
3.	Africa Glory Empowerment Services
4.	Assured Vocational Skills Institute (Pty) Ltd
5.	Brainwave Project 707 Pty Ltd
6.	Brainwave Projects 707
7.	Careers IT
8.	College Africa Group (Pty) Ltd
9.	Compuscan Academy
10.	DC Academy
11.	Delmas Development Centre
12.	Epitome Villa (Pty)Ltd
13.	Fachs Business Consulting and Training
14.	Futurekids SA (Fochville)
15.	Gigimo Tourism Academy
16.	HILLCROSS BUSINESS SCHOOL (PTY
17.	Ikusasalethu Youth Development Project NPC
18.	Information Technology Resource Centre
19.	MAT 007 (PTY) LTD
20.	Matibidi Raphela Investments (Pty) LTD
21.	MBOWA COLLEGE PTY LTD
22.	Metanoia Ratings PTY LTD
23.	Mpontshe Training
24.	Musengavhadzimu Media
25.	NCC - Vereeniging
26.	Nolwazi Stem Education for The
27.	Nyathela Business College
28.	Octomate Education Pty Ltd
29.	Octopus Training Solutions
30.	On the Ball College Pty ltd
31.	OPELONG BUSINESS INSTITUTE (PT
32.	Peo Entle HIV Wellness Management and Youth Skills Development NPO
33.	Pretoria Technical College
34.	Production Management Institute of Southern Africa (Pty) Ltd
35.	QUALITATIVE INNOVATIVE SOLUTIONS
36.	RIAPHATHUTSHEDZA
37.	Richfield Graduate Institute of Technology Pty Ltd
38.	Rostec Technical FET College (Pty) Ltd
39.	SIGNA ACADEMY (PTY) LTD
40.	Sinovuyolethu Trading (Pty) Ltd
41.	THE SHERQ CENTRE OF EXCELLENCE PTY LTD
42.	Varsity Institute of Science & Technology (Pty)Ltd
43.	Visionary Skill Academy
44.	VUTHLARI MARKETING CONSULTING
45.	Whitestone College