Care for Customers |
SAQA US ID | UNIT STANDARD TITLE | |||
8600 | Care for 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 4 | NQF Level 04 | 3 |
REGISTRATION STATUS | REGISTRATION START DATE | REGISTRATION END DATE | SAQA DECISION NUMBER | |
Passed the End Date – Status was “Reregistered” |
2005-11-01 | 2007-11-28 | SAQA 0160/05 | |
LAST DATE FOR ENROLMENT | LAST DATE FOR ACHIEVEMENT | |||
2008-11-28 | 2011-11-28 |
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 |
246740 | Care for customers | Level 4 | NQF Level 04 | 3 | Complete |
PURPOSE OF THE UNIT STANDARD |
The learner achieving this unit standard will be able to: Meet customer needs and expectations in a positive manner; and recognise and resolve customer complaints that may arise. The learner will be able to identify opportunities for enhancing the quality of service to the customer, and reflect on his / her own performance. |
UNIT STANDARD RANGE |
Range statements are described by SAQA as a “general guide to the level, scope and complexity”. These are provided in the modifiers under each specific outcome. |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Identify customer needs and expectations. |
OUTCOME NOTES |
Identify customer needs and expectations, including those with specific needs, correctly and identify appropriate products and services. |
OUTCOME RANGE |
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ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
When conducting assessments, assessors must ensure that they are familiar with the full text of the Unit Standards being assessed. They must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge. As each situation is different, it will be necessary to develop assessment activities and tools, which are appropriate to the contexts in which practitioners are working. These activities and tools may include self-assessment, peer assessment; formative and summative assessment. The specific outcomes and essential embedded knowledge must be assessed in relation to each other. If a practitioner is able to explain the essential embedded knowledge but is unable to perform the specific outcomes, they should not be assessed as competent. Similarly, if a practitioner is able to perform the specific outcomes but is unable to explain or justify their performance in terms of the essential embedded knowledge, they should not be assessed as competent. METHOD OF ASSESSMENT A range of assessment methods should be used, including: Direct observation – watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions Integrated assessment
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SPECIFIC OUTCOME 2 |
Recognise customer dissatisfaction and take action to resolve the situation. |
OUTCOME RANGE |
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ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
When conducting assessments, assessors must ensure that they are familiar with the full text of the Unit Standards being assessed. They must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge. As each situation is different, it will be necessary to develop assessment activities and tools, which are appropriate to the contexts in which practitioners are working. These activities and tools may include self-assessment, peer assessment; formative and summative assessment. The specific outcomes and essential embedded knowledge must be assessed in relation to each other. If a practitioner is able to explain the essential embedded knowledge but is unable to perform the specific outcomes, they should not be assessed as competent. Similarly, if a practitioner is able to perform the specific outcomes but is unable to explain or justify their performance in terms of the essential embedded knowledge, they should not be assessed as competent. METHOD OF ASSESSMENT A range of assessment methods should be used, including: Direct observation – watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions Integrated assessment
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SPECIFIC OUTCOME 3 |
Identify and take opportunities to enhance the quality of customer service. |
OUTCOME RANGE |
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ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
When conducting assessments, assessors must ensure that they are familiar with the full text of the Unit Standards being assessed. They must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge. As each situation is different, it will be necessary to develop assessment activities and tools, which are appropriate to the contexts in which practitioners are working. These activities and tools may include self-assessment, peer assessment; formative and summative assessment. The specific outcomes and essential embedded knowledge must be assessed in relation to each other. If a practitioner is able to explain the essential embedded knowledge but is unable to perform the specific outcomes, they should not be assessed as competent. Similarly, if a practitioner is able to perform the specific outcomes but is unable to explain or justify their performance in terms of the essential embedded knowledge, they should not be assessed as competent. METHOD OF ASSESSMENT A range of assessment methods should be used, including: Direct observation – watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions Integrated assessment
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SPECIFIC OUTCOME 4 |
Communicate with all customers in a friendly and courteous manner. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
When conducting assessments, assessors must ensure that they are familiar with the full text of the Unit Standards being assessed. They must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge. As each situation is different, it will be necessary to develop assessment activities and tools, which are appropriate to the contexts in which practitioners are working. These activities and tools may include self-assessment, peer assessment; formative and summative assessment. The specific outcomes and essential embedded knowledge must be assessed in relation to each other. If a practitioner is able to explain the essential embedded knowledge but is unable to perform the specific outcomes, they should not be assessed as competent. Similarly, if a practitioner is able to perform the specific outcomes but is unable to explain or justify their performance in terms of the essential embedded knowledge, they should not be assessed as competent. METHOD OF ASSESSMENT A range of assessment methods should be used, including: Direct observation – watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions Integrated assessment
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SPECIFIC OUTCOME 5 |
Reflect on own performance and identify possible areas for self-improvement. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
When conducting assessments, assessors must ensure that they are familiar with the full text of the Unit Standards being assessed. They must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge. As each situation is different, it will be necessary to develop assessment activities and tools, which are appropriate to the contexts in which practitioners are working. These activities and tools may include self-assessment, peer assessment; formative and summative assessment. The specific outcomes and essential embedded knowledge must be assessed in relation to each other. If a practitioner is able to explain the essential embedded knowledge but is unable to perform the specific outcomes, they should not be assessed as competent. Similarly, if a practitioner is able to perform the specific outcomes but is unable to explain or justify their performance in terms of the essential embedded knowledge, they should not be assessed as competent. METHOD OF ASSESSMENT A range of assessment methods should be used, including: Direct observation – watch the practitioner carry out the task or produce a desired outcome during the course of his or her normal work under normal workplace conditions Integrated assessment
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UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
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UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
The learner is able to demonstrate knowledge and understanding of: 1. General knowledge of South African culture, history, politics, geography and infrastructure and thorough knowledge of local area. 2. Product knowledge. 3. Basic understanding of customer needs and expectations. 4. Complaint handling procedures. 5. Impact of poor customer service on organisation. |
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO IDENTIFYING |
Problem solving relates to:
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UNIT STANDARD CCFO ORGANISING |
Self-organisation and management relates to:
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UNIT STANDARD CCFO COLLECTING |
Information evaluation relates to:
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UNIT STANDARD CCFO COMMUNICATING |
Communication relates to:
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UNIT STANDARD NOTES |
This unit standard has been replaced by unit standard 246740, which is “Care for customers”, Level 4, 3 credits. Values: Demonstration of the knowledge and skills outlined in this unit standard must be consistent with the principles of: |