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  2021-06-30  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  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  64209   Further Education and Training Certificate: Metals Production  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  72050   Further Education and Training Certificate: Pharmacist Assistance  Level 4  NQF Level 04  Reregistered  2021-06-30  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 and S Training Consultancy 
    2. A4 Consultancy CC 
    3. ABA Sebenzi 
    4. ABEMS Training Institute (PTY) Ltd. 
    5. Aboutlearning Pty Ltd 
    6. Amadwala 623 CC 
    7. ArcelorMittal South Africa Ltd (VANDERBIJLPARK) (TP) 
    8. Asiphokuhle Training and Research Institute 
    9. Atlegang Training Consulting 
    10. ATTI Nelspruit Pty Ltd 
    11. AVAX SA 481 CC. T/A Mandisa Development Services 
    12. Bantubanye Skills 
    13. Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) 
    14. Big Start Training and Development 
    15. Blitz Skills Developers 
    16. Braune Training (Pty) Ltd 
    17. BUCKS BUB TRADING 5 CC 
    18. Busisipho Skills (Pty) Ltd 
    19. CAMBLISH TRAINING INSTITUTE PTY LTD 
    20. CENTRAL BUSINESS ACADEMY PTY LTD 
    21. College of Production Technology 
    22. Continuing Education Programme 
    23. Contra-Lit Pty Ltd 
    24. Creative Thinking Trading 524 
    25. CTC College(PTY) LTD. 
    26. D Z D TRADING AND PROJECTS 24 
    27. Dean Institute Of Learning (Pty) Ltd 
    28. Ditirelo Skills Development Services 
    29. Ditlou Solutions 
    30. DURBAN BUSINESS COLLEGE 
    31. Durban University of Technology 
    32. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    33. Edutel Wholesale & Retail Academy 
    34. Edutraining Business College 
    35. Ekukhanyeni Community Development Centre 
    36. Elangeni TVET College 
    37. Elective Training Institute Enterprise CC 
    38. ENVOY PLANET CONSULTING AND PROJECTS (PTY) LTD 
    39. eThekwini Municipality - Durban 
    40. Foschini Retail Group Pty Ltd 
    41. Gemini Training And Development Pty Ltd 
    42. Glere Skills and Consultants 
    43. Goitsikitso Enterprise Trading 
    44. Green Champion Day Care Centre 
    45. Growth Management Consulting 
    46. Guest Resource Services (Pty) Ltd 
    47. HCI SKILLS TRAINING PTY LTD 
    48. Health Science Academy 
    49. Heavenly Button Trading CC 
    50. HR CONSULTANCY AND LEARNING PTY LTD 
    51. Icando 
    52. ICOLLEGE PTY LTD 
    53. IMSIMBI TRAINING PTY LTD 
    54. Inafrica General Trading Pty LTD 
    55. Institute of Health and Social Care Studies 
    56. IQ Skills Academy (PTY) LTD. 
    57. ITO Focus Reagile 
    58. Jobafrik Consulting 
    59. Kgolo Institute 
    60. KHOSITHI TRAINING 
    61. KINGA HOLDINGS 
    62. KN Business Solutions 
    63. Kuyakhula Development Initiatives 
    64. KZN BUSINESS TRAINING CENTRE 
    65. Leesons Skills Development Academy (PTY) LTD 
    66. Lewerb Holdings (PTY) Ltd 
    67. Liza Gresse Consulting 
    68. Luleka Business Academy 
    69. Mabuya Amahle Trading 
    70. Magnico Products (PTY) LTD 
    71. Makavila Suppliers CC. 
    72. Mangalani Business Enterprises 
    73. Marcado Human Resources Strategies 
    74. Marrian Ridge Computer Centre (Pty) Ltd 
    75. Marsillo Consulting 
    76. Mashphe Logistics Services 
    77. Masstores (Pty) Ltd 
    78. Mcebo Technologies 
    79. Mgwezane Training and Events Management CC. 
    80. Miczo's Enterprise 
    81. Mission Point Consulting 
    82. Mod-Mosh Projects and Consulting (PTY) LTD 
    83. Mortarboard Training Solutions 
    84. Mr Price Group Ld 
    85. MTHENGENYA & ASSOCIATES 
    86. MULTI MODE LEARNING 
    87. Nativah Energy Group Pty LTD 
    88. Nemalale Eagles Consultancy CC 
    89. Nhlahle Development Agency 
    90. Nissan SA (Pty) Ltd (ROSSLYN) (TP) 
    91. NJ & L Trading Enterprise CC. 
    92. NOFESA cc 
    93. NOMAKU TRADERS CC 
    94. Northlink College - Protea Campus 
    95. NS Global Academy 
    96. Ntsime Financial Consulting 
    97. ODL GROUP (PTY) Ltd 
    98. Open Learning Group (Pty) Ltd 
    99. OPTIMUM LEARNING TECHNOLOGIES PTY LTD 
    100. Owl Business Training PTY LTD 
    101. Peta Attorneys Incorporation 
    102. Pioneer Business Consulting 
    103. Power Rush Trading 170 CC. 
    104. PTDEV (Pty) Ltd 
    105. PWI CORPORATE TRAINING PTY LTD 
    106. QTE Training & Consulting cc T/A QTE (GERMISTON) (TP) 
    107. QUANTUM SKILLS 
    108. Quick Leap Investment 
    109. RAND INTERNATIONAL MANAGEMENT AND TRAINING CONSULTANTS PTY LTD 
    110. Russ Projects T/A Academy Workplace Development (AWD) (HARRIETDALE) (T 
    111. SAKHISISIZWE PROJECTS 
    112. Samancor Chrome Ltd T/A Khuphuka Training & Development (MIDDELBURG) ( 
    113. SDTSA Training Providers 
    114. Seige Trading Solutions 
    115. Sekhukhune FET College - C.N. Phatudi Campus 
    116. Senelo Trading CC 
    117. SHIRS VISION COMPLEADEV PTY LTD 
    118. Shoprite Checkers 
    119. Shumani Training and Hr Solutions Pty Ltd 
    120. SIGNA ACADEMY PTY LTD 
    121. Siljeur Training Academy 
    122. Sinokuhle Konke Trading Enterprise 
    123. SIYANQOBA SEMINARS PTY LTD 
    124. SIZA NESU TRAINING AND DEVELOPMENT 
    125. SKILL TECH SOLUTIONS PTY LTD 
    126. Smart Society NPC 
    127. Spar Group Ltd 
    128. Spring Forest Trading 578 CC 
    129. Talent Emporium Academy (PTY) Ltd 
    130. Teemil Safety Health and Environmental Consultants PTY LTD 
    131. Thando Consulting Services 
    132. The Crimson CO CC. 
    133. Thubelihle Graduate Institute 
    134. TLD Consulting 
    135. Tradesman Consulting and Training Solutions 
    136. TRENTSTONE COLLEGE 
    137. Tshamutengo General Dealers CC. 
    138. Tshimedzwa Development Centre Pty Ltd 
    139. Tshwane Skills Training Centre 
    140. Tshwane Training Institute (PTY) LTD. 
    141. Tuns Trading and Projects (Pty) Ltd 
    142. Umfolozi FET College 
    143. Umqondo Consultancy 
    144. University of Venda 
    145. Vhutshilo Health And Training Organisation 
    146. Vicmat Consultants 
    147. WEINVEST INVESTMENT CC 
    148. Woolworths Pty Ltd 
    149. XL AT Consulting CC 
    150. Ya Hina Management Consulting and projects 
    151. 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.