![]() |
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: |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
It is assumed that learners are competent in:
|
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 |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
The learner must demonstrate an understanding of:
|
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 |
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. |