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: 

Supervise customer service standards 
SAQA US ID UNIT STANDARD TITLE
118028  Supervise customer service standards 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  8 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-06-30   2029-06-30  

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 
This unit standard is intended for people who supervise service standards in wholesale and retail stores. Persons credited with this standard can select from a wide choice of procedures ranging from standard to non-standard. They are responsible for the achievement of group output.

Persons credited with this unit standard will be able to identify areas of service impact, analyse existing service standards and compare them to organisational service requirements. They will also be able to draw up and implement action plans to improve service standards. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learners has completed Grade 12 or equivalent before attempting this unit standard. 

UNIT STANDARD RANGE 
Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Implement customer service standards in accordance with the prescribed organisational requirements. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    "Moments of truth" are explained based on their impact on customer impressions. 
    ASSESSMENT CRITERION RANGE 
    "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
     

    ASSESSMENT CRITERION 2 
    Service standards are identified as required by the organisation. 

    ASSESSMENT CRITERION 3 
    Service standards are evaluated in terms of existing service delivery. 

    ASSESSMENT CRITERION 4 
    A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 

    SPECIFIC OUTCOME 2 
    Improve customer service standards. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    An action plan to improve service standards is developed within the constraints and priorities of the organisation. 

    ASSESSMENT CRITERION 2 
    The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 

    ASSESSMENT CRITERION 3 
    The success of the action plan is evaluated and adapted according to identified requirements. 

    SPECIFIC OUTCOME 3 
    Oversee the handling of customer queries and complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The procedures for handling queries and complaints are explained according to organisation's policy and procedures. 

    ASSESSMENT CRITERION 2 
    The handling of queries and complaints is monitored and evaluated against the organisation's requirements. 

    ASSESSMENT CRITERION 3 
    Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Moderation:

    Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • The areas falling within the term "moments of truth".
  • Organisation's service standards.
  • Organisational procedure for handling customer queries and complaints.
  • How to compile action plans. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 
    		•

    UNIT STANDARD CCFO WORKING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Specific Outcome 1: Implement customer service standards in accordance with the prescribed organisational requirements.

    Assessment Criteria:
  • "Moments of truth" are explained based on their impact on customer impressions.
    Range: "Moments of truth" includes but is not limited to all areas where the customer would experience good or bad service and includes but is not limited to stock availability, hygiene and cleanliness, where they interact with team members, product quality.
  • Service standards are identified as required by the organisation.
  • Service standards are evaluated in terms of existing service delivery.
  • A comparison between existing and required service standards is conducted, and gaps are identified according to organisation's procedures. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Specific Outcome 2: Improve customer service standards.

    Assessment Criteria:
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Specific Outcome 3: Oversee the handling of customer queries and complaints.

    Assessment Criteria:
  • The procedures for handling queries and complaints are explained according to organisation's policy and procedures.
  • The handling of queries and complaints is monitored and evaluated against the organisation's requirements.
  • Non-compliance with standards is identified and corrective actions are taken/suggested in accordance with organisation's policy. 
    		•

    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 
    Moment of truth in this unit standard refers to any moment where the customer forms an impression as to the service levels and image of the organisation. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50309   Further Education and Training Certificate: Environmental Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  67463   Further Education and Training Certificate: Human Resources Management and Practices Support  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  64209   Further Education and Training Certificate: Metals Production  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  72050   Further Education and Training Certificate: Pharmacist Assistance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 


    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. A.S.A.P Training and Consulting 
    2. A4 Consultancy CC 
    3. Alpha Business Consultants 
    4. Amangile Academy (Pty) Ltd 
    5. Amazibuko Business Solutions 
    6. Apex Business Academy (Pty) Ltd 
    7. Asiphokuhle Training and Research Institute 
    8. AVAX SA 481 CC. T/A Mandisa Development Services 
    9. Azitjhewi Construction 
    10. Balefile Trading and Services 
    11. Bantubanye Skills 
    12. Bazalwane Business Partners 
    13. Bembani Group 
    14. Bikologix Projects 
    15. BO Support Services CC 
    16. Boikgantsho Consulting & Events 
    17. Central Bridge Trading 109 
    18. Commitech Consulting 
    19. Concord College Mulbarton 
    20. Continuing Education Programme 
    21. CTC College(PTY) LTD. 
    22. Danearl (PTY) LTD 
    23. Dean Institute Of Learning (Pty) Ltd 
    24. Ditirelo Skills Development Services 
    25. Ditlou Solutions 
    26. Durban Business College 
    27. Edutraining Business College 
    28. Elective Training Institute Enterprise CC 
    29. ENVIRO MOBI PTY LTD 
    30. Environmental Leadership Academy 
    31. Escon 
    32. Essential Skills 
    33. Eukon Engineering and Projects 
    34. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    35. Finweb Business Consultancy 
    36. Foster-Melliar (Pty) Ltd 
    37. GAEGOLELWE CONSULTANCY (PTY) LTD 
    38. Gauteng Association Of Local Authorities 
    39. Gemini Training And Development Pty Ltd 
    40. Giamanje TVET College 
    41. Glere Skills and Consultants 
    42. Glo Leb Training & Development 
    43. Global Institute for Capacity 
    44. GNS Enterprise 
    45. Gogone S Trading & Projects 
    46. Goitsikitso Enterprise Trading 
    47. Gravitazz Consulting 
    48. Green Champion Day Care Centre 
    49. Growth Management Consulting 
    50. HCI Skills Training Pty Ltd 
    51. HILLCROSS BUSINESS SCHOOL (PTY 
    52. Hilmark Trading (PTY) LTD 
    53. Hlanganani ICT (Pty) Ltd 
    54. Honnetsweng Trading Enterprises (PTY) LTD 
    55. HR Consultancy and Learning (Pty) Ltd 
    56. Icando 
    57. ICollege Pty Ltd 
    58. Ikusasalethu Youth Development Project NPC 
    59. Ikwanda Customs Consultants CC 
    60. Independent Development Trust 
    61. Innovative Shared Services 
    62. Integrated Waste and Recycling Services(IWARS) 
    63. IQ Skills Academy (PTY) LTD. 
    64. Ithemba Community Development 
    65. Itumeleng Wellness Solutions 
    66. Jabukile Consultancy 
    67. Jeppe College of Commerce and 
    68. Jerisi Development Propeller NPC 
    69. Jobafrik Consulting 
    70. Josmap Training Institute 
    71. Kay Beez Development Projects 
    72. Keptel 
    73. Kgakishe Trading and Projects (PTY) LTD 
    74. Kgotla Trading Enterprise 
    75. Khantsha Projects NPC 
    76. Khehli Institute 
    77. Khumba Energy 
    78. Kutlwa Consultancy 
    79. KZN Business Training Centre 
    80. Lapa La Afrika Farming and Projects 
    81. Lekopani Training Institute 
    82. Lewerb Holdings (PTY) Ltd 
    83. Lindasande General Trading 
    84. Londimvelo Consultants 
    85. Loomee Group 
    86. Lorpen Investments 
    87. M.I.C. Training and Development 
    88. Mabuya Amahle Trading 
    89. Machabelele Associates 
    90. Magnico Products (PTY) LTD 
    91. Makavila Suppliers CC. 
    92. Makhuba Development Projects CC 
    93. Mangalani Business Enterprises 
    94. MashMP Holdings 
    95. Mashphe Logistics Services 
    96. Masnas 
    97. Mcebo Technologies 
    98. Mementos Training Pty Ltd 
    99. Mgwezane Training and Events Management CC. 
    100. Miczo's Enterprise 
    101. Mimosa Business Consultants 
    102. Mintirho Development Services 
    103. MML Consulting CC. 
    104. Mod-Mosh Projects and Consulting (PTY) LTD 
    105. Mogapi Education Group (Pty) Ltd 
    106. Mohlaje Solutions (Pty) Ltd 
    107. Mortarboard Training Solutions 
    108. Moving Ahead Development Agenc 
    109. MUHANGWENE DEVELOPMENT ENTERPRISE 
    110. Nalengmokoni Investors (Pty) Ltd 
    111. Nativah Energy Group Pty LTD 
    112. NEDTEX73 
    113. Nemalale Eagles Consultancy CC 
    114. NGM Skills Transfer 
    115. Nhlahle Development Agency 
    116. Nonunu Projects 
    117. Ntsime Financial Consulting 
    118. Nyankwavi Investment CC. 
    119. Optimum Learning Technologies (Pty) Ltd 
    120. PBM Solutions 
    121. Peta Attorneys Incorporation 
    122. PFIM Trading (Pty) Ltd 
    123. Pioneer Business Consulting 
    124. PMA Holdings (PTY ) LTD. 
    125. Polokwane Technology Institute (Pty) Ltd 
    126. POTCH - UTC (PTY) LTD 
    127. Power Rush Trading 170 CC. 
    128. Prior Learning Centre 
    129. Progressive School of Business and Engineering (Pty) 
    130. PTDEV (Pty) Ltd 
    131. QUALITATIVE INNOVATIVE SOLUTIONS 
    132. Quiver Skills Institute 
    133. Rand International Management and Training Consultants (Pty) Ltd 
    134. Reflections Development Institute 
    135. Richfield Graduate Institute of Technology Pty Ltd 
    136. RMCII Solutions (Pty) Ltd 
    137. Rostec Technical FET College (Pty) Ltd 
    138. Sabile Human Resources Consult 
    139. Sakhisisizwe Projects 
    140. Sanctus Holdings PTY Ltd 
    141. Senelo Trading CC 
    142. Shakaneng Trading 
    143. Shirs Vision Compleadev (Pty) Ltd 
    144. Siljeur Training Academy 
    145. Simtho Investments (PTY) LTD 
    146. Siphiwesihle 
    147. Siza Nesu Training and Consultants 
    148. Skill Tech Solutions Pty Ltd 
    149. Skills Fly Consulting Group Pty Ltd 
    150. Sobengmo Mining Services 
    151. South African Institute of Learning (SAIL) 
    152. South African ABET Development Agency SAADA 
    153. Starplex 489 cc 
    154. SWARANANG MANAGEMENT CONSULTING CC 
    155. Talent Centre Training 
    156. Tashie Holdings 
    157. TC Skills Development & Training Centre 
    158. Thando Consulting Services 
    159. The Crimson CO CC. 
    160. Thembeni Skills Development Trading and Projects 
    161. Thubelihle Graduate Institute 
    162. Thuto Lere Community Empowerment Programme 
    163. Timothy Fasheun Group Enviromentors (Pty) Ltd 
    164. Titan Trade Technologies 
    165. Tlaletso Consultants 
    166. TLD Consulting 
    167. Tlotlangthuto Training & Consulting 
    168. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    169. Tradesman Consulting and Training Solutions 
    170. Training at Work (Pty) Ltd 
    171. Transafric Consulting Pty Ltd 
    172. TRENTSTONE COLLEGE 
    173. Tru-ThoughtsTrading and Projects 
    174. Tsebong Training Centre 
    175. Tshamutengo General Dealers CC. 
    176. Tshepang Consulting & Project 
    177. Tuns Trading and Projects (Pty) Ltd 
    178. Twin Peak Technologies 
    179. Ubuqhawe Consulting (Pty) Ltd 
    180. Ukhamba Quality Skills 
    181. Umqondo Consultancy 
    182. University of Venda 
    183. Unlimited Potential Investments 
    184. Ursivox Interactive Systems 
    185. Varsity Institute of Science & Technology (Pty)Ltd 
    186. Vhutshilo Health And Training Organisation 
    187. VSS College (Pty) LTD 
    188. Vumilia Africa Group 
    189. Wellinkwise Pty Ltd 
    190. Whitestone College 
    191. World Pace Development and Training Institute 
    192. Ya Hina Management Consulting and projects 
    193. Zerben Management Solutions 


    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.