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: 

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 
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 
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  Reregistered  2023-06-30  LG SETA 
    Core  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  W&RSETA 
    Elective  71949   Further Education and Training Certificate: Automotive Components: Manufacturing and Assembly  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  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  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  Reregistered  2023-06-30  MICTS 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  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  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  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. Acorser Corporate & Business Consulting t/a Acorser Academy 
    3. Advanced Assessments and Train 
    4. Affirmations Training 
    5. Afric Training Centre and Security Studies PTY LTD 
    6. Alpha Business Consultants 
    7. Amadi Institute of Management And Technology (Pty) Ltd 
    8. Amadwala 623 CC 
    9. Answer The Call Skills ands En 
    10. APEXEA 
    11. Asiphokuhle Training and Research Institute 
    12. Atlegang Training Consulting 
    13. ATTI (Advanced Technonogy Training Institute) 
    14. ATTI IT SOLUTIONS (Bloemfontei 
    15. ATTI Nelspruit Pty Ltd 
    16. Azania Academy 
    17. Balefile Trading and Services 
    18. Bantubanye Skills 
    19. Bavelile Consultants and Training Pty Ltd 
    20. Bazalwane Business Partners 
    21. Big Start Training and Development 
    22. Bikologix Projects 
    23. Blitz Skills Developers 
    24. Brainwave Projects 1430 cc 
    25. Braune Training (Pty) Ltd 
    26. Bucks Bub Trading 5 
    27. Busisipho Skills (Pty) Ltd 
    28. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    29. Camblish Training Institute 
    30. Central Business Academy 
    31. Clean Heat Academy 
    32. COLUMBUS TECHNOLOGIES PTY LTD 
    33. Comfortable Tech 
    34. Commitech Consulting 
    35. Competence computer and business management 
    36. Compus training institution 
    37. Contra-Lit Pty Ltd 
    38. Cradle Stars Trading Enterprise 
    39. CSL Accountants 
    40. CTC College(PTY) LTD. 
    41. CTU Training Solutions 
    42. CYBAX SYSTEMS 
    43. CYBER-CITY IT SOLUTIONS 
    44. DAB Health Care Centre 
    45. Digital Paper (Pty) Ltd 
    46. Ditlou Solutions 
    47. Durban Business College 
    48. DVG Media Training 
    49. DYNAMIC DNA (PTY) LTD 
    50. ED-U Options Academy 
    51. Edutel Wholesale & Retail Academy 
    52. EHLANZENI TVET COLLEGE 
    53. Elective Training Institute Enterprise CC 
    54. Escon 
    55. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    56. Falcon Business Institute (PTY 
    57. Finweb Business Consultancy 
    58. Forek Institute of Technology (Pty) Ltd 
    59. Foschini Retail Group Pty Ltd 
    60. Foster-Melliar (Pty) Ltd 
    61. Fullimput108 (Pty) Ltd 
    62. Futurekids SA (Fochville) 
    63. Gabasega Consulting and Training Centre 
    64. Gauteng College of Engineering 
    65. Gemini Training And Development Pty Ltd 
    66. Glere Skills and Consultants 
    67. Global Institute for Capacity 
    68. Godisang Development 
    69. GUEST RESOURCE SERVICES 
    70. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    71. HILLCROSS BUSINESS SCHOOL (PTY 
    72. Hilmark Trading (PTY) LTD 
    73. Hlanganani ICT (Pty) Ltd 
    74. HR Consultancy and Learning 
    75. HUAWEI Technologies Africa (PTY) LTD 
    76. ICollege 
    77. Ikusasalethu Youth Development 
    78. iLearn 
    79. iLearn Corporate Services PTY LTD 
    80. Inafrica General Trading Pty LTD 
    81. Information Technology Resource Centre 
    82. Institutional Higher Education 
    83. intelliscient Technologies (Pty) Ltd 
    84. Isiphephelo Consultants 
    85. Ithemba IT Solution 
    86. Izwelethu Black Diamond 
    87. Jabukile Consultancy 
    88. Jeppe College of Commerce and 
    89. Josmap Training Institute 
    90. Keep The Dream 285 
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    93. KMT Training and Business Solutions 
    94. Kundani Trading 
    95. Kuyakhula Development Initiatives 
    96. KZN Business Training Centre 
    97. Leesons Skills Development Academy (PTY) LTD 
    98. Leseding Computer Systems 
    99. LETAGO DEVELOPMENT CONSULTING 
    100. LETZAA Group 
    101. LIMPOPO COMPUTER COLLEGE BK 
    102. LINKINGNOTES 
    103. Liza Gresse Consulting 
    104. Londimvelo Consultants 
    105. Loomee Group 
    106. LUPHINDI BUSINESS SOLUTIONS 
    107. Makaota Training Consultants 
    108. Makavila Suppliers CC. 
    109. Makhophila Training 
    110. Makhuba Development Projects CC 
    111. Mamuhle Academy 
    112. Mapubo Consulting 
    113. Marrian Ridge Computer Centre (Pty) Ltd 
    114. Marsillo Consulting 
    115. MASSTORES PTY LTD T/A MAKRO 
    116. Matiwane Computer Networks (Pty) Ltd 
    117. MBOWA COLLEGE PTY LTD 
    118. Metanoia Ratings PTY LTD 
    119. Mimosa Business Consultants 
    120. Mission Point Consulting 
    121. Mmanape Private Technical Coll 
    122. MMELA VILLAGE TECHNOLOGIES (PT 
    123. MML Consulting CC. 
    124. MND Training and Projects 
    125. Mogapi Education Group 
    126. Mohlaje Solutions (Pty) Ltd 
    127. MOKALENG IT 
    128. Mothusi Management Consultants 
    129. Moving Ahead Development Agenc 
    130. MR PRICE GROUP Ld 
    131. Mufuka Business and Technical 
    132. MUHANGWENE DEVELOPMENT ENTERPRISE 
    133. Multi Tech College 
    134. Nalengmokoni Investors (Pty) Ltd 
    135. NBC Technologies 
    136. NCC - Vereeniging 
    137. NEDTEX73 
    138. Nemja Security and Projects Pty Ltd 
    139. New Hope Revival Organisation 
    140. NEWDAY UNITED NPC 
    141. NEWLEIGH BUSINESS COLLEGE 
    142. Nkangala Skills Centre 
    143. Nolwazi Stem Education for The 
    144. Nonunu Projects 
    145. Ntandokazi Holdings Pty Ltd 
    146. Nyankwavi Inverstment 
    147. Olrich Home of Technology 
    148. OMNIVISION INSTITUTE 
    149. On the Ball College Pty ltd 
    150. OPELONG BUSINESS INSTITUTE (PT 
    151. Optimum Learning Technologies 
    152. Overcomers Training College (P 
    153. Owl Business Training PTY LTD 
    154. PACE Academia College (Pty) Lt 
    155. Petcon Capacity Building Solut 
    156. Pioneer Business Consulting 
    157. PMA Holdings (PTY ) LTD. 
    158. Polokwane Technology Institute (Pty) Ltd 
    159. POTCH - UTC (PTY) LTD 
    160. Pretoria Technical College 
    161. Progressive School of Business 
    162. Progressive School of Business and Engineering (Pty) 
    163. Prophesy Training College (Pty) Ltd 
    164. PROSERV SA (PTY) LTD 
    165. PTDEV (Pty) Ltd 
    166. QUALITATIVE INNOVATIVE SOLUTIONS 
    167. Rand International Management and Training Consultants 
    168. Rand Training College 
    169. Reflections Development Institute 
    170. Revival Technologies and Academy 
    171. RHULLYS INNOVATIVE SKILLS TRAI 
    172. Richfield Graduate Institute of Technology Pty Ltd 
    173. Rofane Consulting 
    174. Rostec Technical FET College (Pty) Ltd 
    175. SA College of Technology (PTY) 
    176. Sabile Human Resources Consult 
    177. Sakhisisizwe Projects 
    178. Shirs Vision Compleadev 
    179. SHOPRITE CHECKERS PTY LTD 
    180. SIZA NESU TRAINING AND DEVELOPMENT 
    181. Skill Tech Solutions 
    182. Skills Development Professionals Pty Ltd 
    183. Skills Fly Consulting Group Pty Ltd 
    184. Sokwanya Trading (Pty) Ltd 
    185. South Africa Advanced Skills Institute(SAAI) 
    186. South African ABET Development Agency SAADA 
    187. South African Business and Tec 
    188. South West Gauteng College - Molapo Campus 
    189. Spar Group Ltd 
    190. Sparrow FET Enterprises (Pty) Ltd 
    191. Spears Business and Life Couch Consulting (Pty) Ltd 
    192. Star Light Consulting 
    193. SUCCESS BUILDERS INTERNATIONAL CC 
    194. Supreme ICT Consultants 
    195. Synergy Transformation Solutio 
    196. Talent Centre Training 
    197. Talent Emporium Academy (PTY) Ltd 
    198. Tau Ya Mariri Consulting 
    199. TBL Empowerment Hub 
    200. Tech-Com Solutions cc 
    201. Tembe Service Providers 
    202. Terry Computer Services cc 
    203. The Crimson CO CC. 
    204. THE SKILLS DEVELOPMENT CORPORA 
    205. Think Tank T2 (Pty) Ltd 
    206. Thubelihle Graduate Institute 
    207. Tinotel Communications 
    208. Titan Trade Technologies 
    209. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    210. Tovani Traiding 299 
    211. Tradesman Consulting and Training Solutions 
    212. Transafric Consulting Pty Ltd 
    213. TRENTSTONE COLLEGE 
    214. Tshamutengo General Dealers CC. 
    215. Tshepang Consulting & Project 
    216. Tshiredo Training Academy 
    217. Tshwane College of Commerce an 
    218. Tshwane Training Institute (PTY) LTD. 
    219. Tsima Consulting Development S 
    220. TSP COLLEGE 
    221. TWINMARK STRATEGY AND MANAGEMENT CONSULTANTS 
    222. Two Aces Learnerships 
    223. Ubuqhawe Consulting (Pty) Ltd 
    224. Ukwazi Academy and Corporate S 
    225. Umbuso Training Services 
    226. Umfolozi FET College 
    227. Varsity Institute of Science & Technology (Pty)Ltd 
    228. Vicmat Consultants 
    229. Visionary Skill Academy 
    230. Vodacom (Pty) Ltd 
    231. VSS College (Pty) LTD 
    232. Vumilia Africa Group 
    233. VUTHLARI MARKETING CONSULTING 
    234. Wavelengths Technology Training Institute 
    235. WEINVEST INVESTMENT CC 
    236. Wellinkwise Pty Ltd 
    237. Whitestone College 
    238. WOOLWORTHS PTY LTD HO CT 
    239. WORK SKILLS RESOURCES CC 
    240. World Pace Development and Training Institute 
    241. Xylo Trading 12 (Pty) Ltd 
    242. YAB Business Solutions (Pty)Ltd 
    243. YITRO INNOVATIONS 
    244. Youth Media Movement 
    245. Zerben Management Solutions 
    246. Zikode Development Trust 
    247. ZJ Africa Learn 



    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.