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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Deal with customers in a cleaning environment 
SAQA US ID UNIT STANDARD TITLE
12516  Deal with customers in a cleaning environment 
ORIGINATOR
SGB Hygiene & Cleaning Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Personal Care 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 1  NQF Level 01  4 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2006-05-30  2007-02-21  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2008-02-21   2011-02-21  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
243195  Provide good customer service in a cleaning services environment  Level 1  NQF Level 01  4   

PURPOSE OF THE UNIT STANDARD 
Learners working towards this standard will be learning towards the full qualification, or will be involved in or working within a cleaning services environment. The learner will be able to deal with customers at the workplace. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
The learner has the speaking and listening ability equal to an ABET Level 1 Com 101 standard and/or any other communication skill that will enable him/her to confirm the knowledge and skills required by this unit standard. 

UNIT STANDARD RANGE 
1. The scope of this unit standard is for any cleaner who deals with customers in his/her work environment.
2. Customers in the context of this unit standard include both internal and external customers.
3. The level assigned to this unit standard is appropriate because the process is limited in range, very repetitive and familiar, no generation of new ideas is needed and the person has no responsibility for the learning of others.

RANGE STATEMENTS THAT REFER TO ASSESSMENT CRITERIA IN THIS UNIT STANDARD

1. Interaction with customers includes cultural sensitivity, respect and assertiveness.
2. The learner at this level is not expected to resolve customer conflict or to get new business. If conflict between the learner and the customer arises, all s/he is expected to do is to remain patient and courteous and to get help. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Identify customers in the work environment. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Identifies an external customer within his/her scope of work. 

ASSESSMENT CRITERION 2 
2. Identifies an internal customer within his/her scope of work. 

ASSESSMENT CRITERION 3 
3. Explains the importance of the customer. 

ASSESSMENT CRITERION 4 
4. Explains and gives two examples of what an external customer is. 

ASSESSMENT CRITERION 5 
5. Explains and gives two examples of what an internal customer is. 

ASSESSMENT CRITERION 6 
6. Explains how the needs of internal and external customers differ. 

SPECIFIC OUTCOME 2 
Identify the customer's needs and expectations. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Finds out what the customer needs and expects in terms of behaviour and service. 

ASSESSMENT CRITERION 2 
2. Explains the importance of understanding customer needs and expectations. 

ASSESSMENT CRITERION 3 
3. Checks on whether s/he understood the customer's needs and expectations. 

ASSESSMENT CRITERION 4 
4. Gives an example of his / her own needs as a customer.. 

ASSESSMENT CRITERION 5 
5. Gives an example of a bad personal customer experience. 

ASSESSMENT CRITERION 6 
6. Gives an example of a good personal customer experience. 

ASSESSMENT CRITERION 7 
7. Explains how s/he will use these experiences to service customers better. 

SPECIFIC OUTCOME 3 
Meet the customer's needs and expectations. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Applies basic customer care procedures.. 

ASSESSMENT CRITERION 2 
2. Explains basic customer care procedures. 

ASSESSMENT CRITERION 3 
3. Does the work in accordance with what was agreed with the customer. 

ASSESSMENT CRITERION 4 
4. Explains why the work must be done in accordance with what was agreed with the customer. 

ASSESSMENT CRITERION 5 
5. Checks with the customer to see if the work meets his / her expectations. 

ASSESSMENT CRITERION 6 
6. Gives three examples of how one can check with the customer if the work meets his/her expectations. 

ASSESSMENT CRITERION 7 
7. Behaves in accordance with the customers' rules / expectations. 

ASSESSMENT CRITERION 8 
8. Deals with the customer in a pleasant way. 

ASSESSMENT CRITERION 9 
9. Explains what to do if the customer is not happy with the work. 

ASSESSMENT CRITERION 10 
10. Explains what to do if the customer is difficult for no obvious reason. 

ASSESSMENT CRITERION 11 
11. Describes what can happen if customers are not treated well. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
1. An assessor accredited by the Services SETA ETQA will assess the competency.
2. Assessment procedures will be supplied to the ETQA in alignment with NSB requirements.
3. All assessment activities must be fair so that all candidates can have equal opportunities.
4. Assessment will be free of gender, ethnic or other bias.
5. Questions and answers must determine the theoretical knowledge.
6. Direct observation, preferably in the workplace, or as a second choice in simulated conditions are preferred.
7. A practical demonstration of competencies is required in this unit standard.
8. Reporting skills are demonstrated by effective communication that may be verbal or any other agreed upon method.
9. Internal Moderation
10. External Moderation 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Embedded knowledge is reflected within the assessment criteria of each specific outcome. 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO IDENTIFYING 
Identify and solve problems in which response displays that responsible decisions, using critical and creative thinking, have been made. Evident in:
  • Identify customers in the work environment.
  • Identify the customer's needs and expectations.
  • Meet the customer's needs and expectations. 
    		•

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community. Evident in:

    - Identify customers in the work environment.
  • Identify the customer's needs and expectations.
  • Meet the customer's needs and expectations. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively. Evident in:
  • Identify the customer's needs and expectations.
  • Meet the customer's needs and expectations. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information. Evident in:
  • Identify customers in the work environment.
  • Identify the customer's needs and expectations.
  • Meet the customer's needs and expectations. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively by using mathematical and/or language skills in the modes of oral and/or written presentations. Evident in:
  • Identify customers in the work environment.
  • Identify the customer's needs and expectations.
  • Meet the customer's needs and expectations. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem solving contexts do not exist in isolation. Evident in:
  • Identify the customer's needs and expectations.
  • Meet the customer's needs and expectations. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
    7. Contribute to the full personal development of each learner and the social and economic development of the society at large by:
  • Participating as a responsible citizen in the life of local, national and global communities.
  • Being culturally and aesthetically sensitive across a range of social contexts. 
    		•

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 243195, which is " Provide good customer service in a cleaning services environment ", Level 1, 4 credits.

    1. An internal customer refers to the next person who will receive the learner's work or service.
    2. An external customer is a person outside of the organisation who receives the learner's work. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  20173   National Certificate: Hygiene and Cleaning  Level 1  NQF Level 01  Passed the End Date -
    Status was "Reregistered"     		 2007-02-21  Was SERVICES until Last Date for Achievement 


    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.
     
    NONE 


    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.