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: 

Apply client service techniques to improve service delivery 
SAQA US ID UNIT STANDARD TITLE
120310  Apply client service techniques to improve service delivery 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 5  Level TBA: Pre-2009 was L5  6 
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 elected political leaders and public sector officials involved with the service delivery activities that require use of public assets to render services to the communities. This Unit Standard contributes to the development of management skills of South Africa's public officials and political executives, strategic executive managers and other role-players contributing to the development of improved service delivery to communities. The qualifying learner will be able to apply the appropriate knowledge, skills and values to employ client service techniques that are suited to varying customer behaviour and characteristics.

The qualifying learner is capable of:
  • Analysing the relationship between service communication and client behaviour and characteristics.
  • Applying client service techniques.
  • Applying client techniques to high-risk customer relations.
  • Applying professional conduct in service provision. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication at NQF Level 4.
  • Mathematical Literacy at NQF Level 4. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Analyse the relationship between service communication and client behaviour characteristics. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Differing client behaviour and characteristics are described in relation to the Public Service context. 

    ASSESSMENT CRITERION 2 
    Client service techniques that are applicable to internal and external customers are discussed and detailed in accordance with the Public Service Sector. 

    ASSESSMENT CRITERION 3 
    Client service techniques to ensure effective communication with differing customer types are selected according to Public Service requirements. 

    ASSESSMENT CRITERION 4 
    Feedback and reporting processes that provide for service are described in relation to how they impact on clients in varying public sector contexts. 

    SPECIFIC OUTCOME 2 
    Apply client service techniques. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Sources of communication difficulties and obstacles with internal and external clients are identified according to the Public Service Sector. 

    ASSESSMENT CRITERION 2 
    Service provider's behavioural style is adapted to suit different client behaviours in accordance with organisational guidelines. 

    ASSESSMENT CRITERION 3 
    A client service technique is selected and applied to suit the customer service context according to Batho Pele principles. 

    ASSESSMENT CRITERION 4 
    Report feedback on the impact of the applied client service techniques in accordance with organisational procedures. 

    SPECIFIC OUTCOME 3 
    Apply client service techniques to high-risk customer relations. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Client relations and service delivery research is collated and organised to identify high-risk areas of provision within the Public Service Sector. 

    ASSESSMENT CRITERION 2 
    Communication techniques suited to high-risk customer relations is identified and applied in accordance with organisational policies and procedures. 

    ASSESSMENT CRITERION 3 
    Appropriate actions and plans are devised and deployed in time to avoid crises in line with specific sector procedures. 

    ASSESSMENT CRITERION 4 
    Mechanisms for recording future high-risk customer relations are designed and maintained on an ongoing basis. 

    SPECIFIC OUTCOME 4 
    Apply professional conduct in service provision. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The principles of Batho Pele are applied when dealing with internal and external clients. 

    ASSESSMENT CRITERION 2 
    The rights of customers are upheld and discussed in all contexts of service provision in accordance with the Batho Pele principles. 

    ASSESSMENT CRITERION 3 
    Organisational values and ethics are applied to service delivery within a team context. 

    ASSESSMENT CRITERION 4 
    Contingency plans are developed and communicated to all service delivery team members as per organisational practice. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learner must demonstrate an understanding of:
  • The Public Services Act
  • The Municipal Systems Act and the Municipal Structures Act
  • The Promotion of Administrative Justice Act
  • The Promotion of Access the Information Act
  • The Batho-Pele White Paper on Transforming Public Sector Service Delivery
  • Public Finance Management act
  • Information flows within the organisation
  • Client service techniques
  • Communication obstacles and techniques 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems using critical and creative thinking processes to ensure the use of appropriate client service techniques. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to review the impact of client service techniques in a department/organisation. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly when apply and reviewing client service techniques. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information to enhance client service techniques for internal and external customers. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to ensure effective service delivery. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others to capture information relating to customers. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that client service contexts
    do not exist in isolation. 

    UNIT STANDARD CCFO CONTRIBUTING 
  • Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery within the public sector is carried out in a responsible and accountable manner.
  • Be culturally and aesthetically sensitive in relating to all internal and external roleplayers across a range of contexts when applying client service techniques. 
    		•

    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 
    Articulation possibilities:

    This Unit Standard will enable a learner to articulate to other qualifications in Financial Management, Financial Services, Business Administration, Public Finance Management and Administration, Municipal Finance Management and Administration, Generic Financial Management, Leadership in Local Government. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  67467   National Certificate: Municipal Governance  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  58759   National Certificate: Ports and Harbours  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered"     		 2015-06-30  TETA 
    Core  50060   National Certificate: Public Administration  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Core  57805   National Certificate: Public Sector Employment and Skills Development Practices  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Core  59304   National Diploma: Freight Forwarding and Customs Compliance  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2020-07-30  TETA 
    Elective  78526   National Certificate: Automotive Repair and Maintenance  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58883   National Certificate: Fluid Power  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MERSETA 
    Elective  50122   National Certificate: Policing  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-12-31  SAS SETA 
    Elective  60549   National Diploma: Aeronautical Information Management Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2016-12-31  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. 1LeadRoot (Pty) Ltd 
    2. Abinet Training & Development 
    3. Acorser Corporate and Business Consulting Cc 
    4. Afriwealth Consulting 
    5. Akhona Skills Fountain and Trading 
    6. All Access Holdings 
    7. All Sorts 108 Skills Development PTY (Ltd) 
    8. Amandla Obunye Training Academy 
    9. Amathuba Learning and Training Centre 
    10. Amber Tower Training 
    11. Anesu Ka Mpho (Pty) Ltd 
    12. Arishi ISD (PTY) Ltd 
    13. ARMS - Audit & Risk Management Solutions 
    14. ATTI Polokwane 
    15. Aubrey Nyiko Business Enterprises 
    16. Avenida Training Agency (Pty) Ltd 
    17. Bantubanye Skills 
    18. Basileia Strategies (Pty) Ltd 
    19. BDCE (Pty) Ltd 
    20. Bells Technical College 
    21. Biz Ed Trading 
    22. Bohlokoa Business Consultancy 
    23. Boland TVET College 
    24. Bona Business Solutions (PTY) LTD 
    25. Bono Skills Development (PTY) Ltd 
    26. Bonstev Consulting and Projects (Pty) Ltd 
    27. Broadmind Leadership Development and Training (Pty) Ltd 
    28. BROOKLYN CITY COLLEGE (PTY) LTD RUSTENBURG CAMPUS 
    29. Cale Developments 
    30. Centre for Africa Capacity Building and Development (Pty) Ltd 
    31. Century Business Academy 
    32. Change Strategies Consulting Services CC 
    33. Chartered Institute of Management (Pty) Ltd 
    34. Citiview Trading and Projects 
    35. College of Cape Town 
    36. Commerce Edge South Africa (Pty) Ltd 
    37. Conglomerates Institute (Pty) Ltd 
    38. D and D Lwazi Renaissance Research Development Institute 
    39. Dee's Training ( PTY) Ltd 
    40. Destiny Management Consultants (Pty) Ltd 
    41. Development Bank of Southern Africa (DBSA) 
    42. Ditseko Training and Development Services CC 
    43. DotCentre Business Consulting 
    44. Dzindalo Consulting (Pty) Ltd 
    45. E-Login Business Institute (Pty) Ltd 
    46. Edutel Public Service Company 
    47. Equity Training and Consulting 
    48. Ethembeni Multi Service Enterprise (Pty) Ltd 
    49. Excellent Minds Institute (Pty) Ltd 
    50. Extribyte (Pty) Ltd 
    51. Eyamalwandle (Pty) Ltd 
    52. Fachs Business Consulting and Training 
    53. Falcon Business Institute 
    54. Finweb Business Consultancy (Pty) Ltd 
    55. Fort Hare Trading Solutions (Pty) Ltd 
    56. Free State Training and Development Institute 
    57. GATYANA TRAINING ACADEMY 
    58. Gatyana Training Academy (Pty) Ltd 
    59. Genvio cc 
    60. Gleyding Management Institute (Pty) Ltd 
    61. Glicam Trading Enterprise 
    62. Global Steel Merchants (Pty) Ltd 
    63. GOBELA CONSULTING 
    64. Harvestine Investments (Pty) Ltd 
    65. Harvitex cc 
    66. HDPSA GROUP (PTY) LTD 
    67. Higherway Institute of Learning (Pty) Ltd 
    68. iCollege 
    69. Immaculate Training and Consulting 
    70. Imperium Consulting (Pty) Ltd 
    71. Innovative Technology Design 
    72. Institute of Busines Management of Southern Africa 
    73. Integrated Corporate Skills Solution 
    74. Isiphephelo Consultants 
    75. Josmap Training Institute 
    76. Kcobodo Training Centre (KTC) 
    77. Kgaka Kgolo Institute 
    78. Khongoloti Training Academy 
    79. Khuphula Training Solutions and Trading (Pty) Ltd 
    80. KMS College 
    81. Kunaku Procurement Solutions (Pty) Ltd 
    82. Le - Mark Training and Development Pty (Ltd) 
    83. Lead Afrika Consulting (Pty) Ltd 
    84. Learncore (Pty) Ltd 
    85. Leronsa Trading Enterprise 
    86. Letlhokoa Management Services 
    87. Lungile Mchunu Consultancy (Pty) Ltd 
    88. Lusa Social Enterprenueship Institute (PTY)LTD 
    89. Mahayi HRD Services cc 
    90. Majuba Technical Vocational Education and Training College 
    91. MAS SAFE SECURITY CC 
    92. Matabane Professional Accountant 
    93. Matash Holdings (Pty) Ltd 
    94. Matontech Trading Enterprise 
    95. Matprodev Consulting 
    96. Matsila Holdings 
    97. Maximum Development Institute 
    98. Mgwezane Training and Management cc 
    99. Milpark Education (Pty) Ltd 
    100. Mission Point Trading 69 
    101. MMPS Holdings 
    102. MOD - MOSH Projects and Consulting 
    103. Mokoai Business Solutions (Pty) Ltd 
    104. Molly Malete Productions CC 
    105. Mowils Consultants 
    106. Mpumalanga School of Government - MPSG 
    107. MSC Education Holdings (PTY) LTD 
    108. Nare Training and Development 
    109. National Skills and Technical College 
    110. Ndotha General Trading 
    111. Nghunyule Investments 
    112. Nkqubela Community Developers 
    113. NokushoM Consultancy and Trading 
    114. Orbit TVET College 
    115. Orchards Graduate School (Pty) Ltd 
    116. Pamodzi Training Services 
    117. Performance Management Collaborative Africa (Pty) Ltd 
    118. Peuneo (Pty) Ltd 
    119. Phoka Tshela Projects 
    120. Pholo Human Capital (Pty) Ltd 
    121. Phunda Maria Consulting 
    122. Pioneer Business Consulting 
    123. PMA Holdings (PTY ) LTD. 
    124. PND Academy of Learning 
    125. Poshido Trading 
    126. Positive Thinking Consultants cc 
    127. Practicon Training 
    128. Prestige Leaders Consulting (Pty) Ltd 
    129. Primeserv Corporate Solutions 
    130. Prodigy Business Services 
    131. Profounder Intelligence Management Services 
    132. Prosam Consulting Group (Pty) Ltd 
    133. Prospen Group (Pty) Ltd 
    134. Quintax Training and Development 
    135. Ramaja Training and Business Consultancy (Pty)Ltd 
    136. Ramazwi Security Service and Training Agency (Pty) Ltd 
    137. Rams Professional Training and Conferencing 
    138. Ratomac Trading Consultants (Pty) Ltd 
    139. Reflections Development Institute 
    140. Regen Institute of Leadership and Management Education 
    141. Regenesys School of Public Management 
    142. Ribolla Learning Academy 
    143. Ritepath HR Solutions 
    144. RKM Consultancy and Trading 
    145. SA Maritime School and Transport College 
    146. Saint Colonel Graduate Institute 
    147. Sampatla Procurement Solutions (Pty) Ltd 
    148. Sbongukhanyo (Pty) Ltd 
    149. SBV SERVICES MIDRAND 
    150. SHEPPERD ACADEMY 
    151. Silver Streak Trading 649 CC 
    152. Sims Khula Training & Skills Development 
    153. Sisizathu Training 
    154. SIZA NESU TRAINING AND DEVELOPMENT 
    155. Sizanesu Consulting 
    156. Skills Share Africa Institute 
    157. SNAP SOLUTIONS NETWX PTY LTD 
    158. South Africa School of Diplomacy, Protocol and Public Administration 
    159. South African Centre for Business Studies (Pty) Ltd 
    160. SOUTH AFRICAN POLICE SERVICE / PROFESSIONAL DEVELOPMENT CENTRE 
    161. SOUTH AFRICAN POLICE SERVICE BASIC TRAINING PROVISION 
    162. Southern African Institute of Learning 
    163. Spears Business and Life Coach Consulting 
    164. STARPLEX 408 CC 
    165. Starplex408 Pty) Ltd 
    166. Step Ahead Academy (Pty) Ltd 
    167. Striving Mind Trading 289 
    168. Summat Training Institute (Pty) Ltd 
    169. Synergy Corporate (Pty) Ltd 
    170. T Mabuya and Associates (Pty) Ltd 
    171. Tachfin Holdings 
    172. Tanosa Trading CC 
    173. Tasc Business Consulting and Training 
    174. Thandiwenathi (Pty) Ltd 
    175. Thasha Training and Consulting 
    176. The Finishing College (Pty) Ltd 
    177. The Iscariota Group 
    178. The Justice College 
    179. Thobologo Training and Education Group (Pty) Ltd 
    180. Thubelihle Graduate Institute 
    181. Thubelihle Graduate Institute (Pty) Ltd 
    182. Thuto Lore Academy 
    183. Tinotel Communications 
    184. Tippinggate Business Solutions 
    185. Tloumogale Business Development & Consulting 
    186. Tloumogale Business Development & Consulting (Pty) Ltd 
    187. Tonex Management Solutions (Pty) Ltd 
    188. Trainyoucan (Pty) Ltd 
    189. Transafric Consulting Pty Ltd 
    190. TSHWANE METROPOLITAN POLICE DEPARTMENT ACADEMY 
    191. Tshwane Training Institute (Pty) Ltd 
    192. Tsoelopele Leadership Consulting (Pty) Ltd 
    193. Tumpu Trading and Projects 
    194. Ukwakhile Projects (PTY) Ltd 
    195. Umfolozi College for TVET 
    196. University of Pretoria 
    197. Vala Nge Bhetshu Human Capital Development (Pty) Ltd 
    198. Vuca Institute of Leadership Development 
    199. Vumilia Africa Group 
    200. Vurhena Business Consultancy 
    201. Vusheni Learning Academy 
    202. Weinvest Investments 
    203. Welas African Kitchen CC 
    204. World Pace Development and Training Institute 
    205. Yellow Media Publishing Group (Pty) Ltd 
    206. Zambezi Accounting (Pty) Ltd 
    207. Ziya Investment Holdings Pty Ltd 
    208. Ziyana Business Consulting and Training (Pty) Ltd 


    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.