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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Deal with customers

SAQA US ID	UNIT STANDARD TITLE
14734	Deal with customers
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 5	Level TBA: Pre-2009 was L5	8
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "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

Each person operating in a service industry must treat customers with respect, giving the best possible service. This includes all aspects of maintaining customer care and dealing with complaints and incidents.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

None

UNIT STANDARD RANGE

Range statements are included with specific outcomes as necessary.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrated knowledge and understanding.

OUTCOME NOTES

1. The concept of the customer as a source of revenue for the business and therefore as the source of salaries is explained.

2. The impact of the loss of regular customer business on the organisation and on oneself is explained.

3. Possible ways customers could react to poor service are described.

4. Methods of satisfying irate customers and dealing with the complaints customers have are described.

5. Information that may not be given out to the customer is detailed, along with reasons for the confidentiality.

6. Reasons why complaints and customer feedback are good for the organisation are given.

7. Reasons for the importance of anticipating customer needs are given.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit standard must be assessed in the workplace or a realistic working environment.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit can be assessed by a combination of observation, questioning, role-play and testimonies from third parties, but the emphasis is to be on observation.

Observation must occur with at least 2 of the following types of customers (the remaining customer types may be assessed using any other assessment method): Adults, children, people with mobility difficulties, people with communication difficulties.

The unit must be assessed in conjunction with at least one other unit standard that deals with the supply of a service or product.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 2

Demonstrated ability to make decisions about practice and to act accordingly.

OUTCOME NOTES

8. Customers are greeted in a polite and friendly manner that is suited to the situation and organisation.

9. Customers are dealt with or referred to the appropriate person. (If referred, a clear and concise description of the problem is explained to the person dealing with the issue and reasons for referring the customer are explained).

10. Customer complaints that occur outside the individual's authority or area of work are referred to the appropriate person. Reasons for the referral are given.

11. Customer complaints and irate customers are dealt with according to organisational requirements and decisions are made about follow up actions to be taken.

12. Establishment services are promoted in a manner that is suited to the situation.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit standard must be assessed in the workplace or a realistic working environment.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit can be assessed by a combination of observation, questioning, role-play and testimonies from third parties, but the emphasis is to be on observation.

The unit must be assessed in conjunction with at least one other unit standard that deals with the supply of a service or product.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 3

Demonstrated ability to learn from our actions and to adapt performance.

OUTCOME NOTES

13. Given an entirely different field (e.g. agriculture, manufacturing or information technology), the importance of customer care in that field is described.
14. Suggestions to improve customer care in a particular context are made.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit standard must be assessed in the workplace or a realistic working environment.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit can be assessed by a combination of observation, questioning, role-play and testimonies from third parties, but the emphasis is to be on observation.

The unit must be assessed in conjunction with at least one other unit standard that deals with the supply of a service or product.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category. This has been done as it was deemed necessary to ensure holistic assessment occurred. The specific outcomes can be applied in a range of contexts. Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context. The specific outcomes are comparable to outcomes used internationally. We therefore structured outcomes using the format noun + verb + condition (modifying phrase)

Specific outcomes have been split into three categories:
a. knowledge and understanding (what the learner must know and understand)
b. decision-making and acting (what the learner must do)
c. adapting performance ( including reflexive competence)

In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes. If competencies are to be clustered in a meaningful way, then these unit standards cannot be split.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively (Specific Outcomes 8,11,12,14)

UNIT STANDARD CCFO CONTRIBUTING

Personal Development - participate as a responsible citizen (Specific Outcomes 1,2,5)

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

UNIT STANDARD NOTES

Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

Recommendations and Exemplars for the design of:

Learning/Curriculum

Although this unit standard can be taught in isolation, it is recommended that it be incorporated into learning around specific services and/or products.

The importance of customer care in all spheres of life should be given attention, together with the concept of serving others within the organisation as internal customers.

Learning should include role-plays/case studies/exercises that allow the learner to practice dealing with various types of customers (especially irate customers).

Performance systems

Ongoing measurement of the learner's ability to meet this standard is recommended.

At a more senior level, the learner would be expected to implement and maintain a customer care system in his/her area of responsibility.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Fundamental	61597	National Certificate: General Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Fundamental	61596	National Diploma: Food and Beverage Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Fundamental	14122	National Diploma: Retail Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA

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.

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