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 
  • All reasonable needs and requests are met within acceptable time frames. 
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
Assessment should include practical demonstration of competence, either in the workplace or through work-realistic, out-of-classroom simulation.

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
Product sample – examine the outcomes previously produced by the practitioner
Simulation of a specific task – set a specific task for the practitioner to demonstrate in a simulated environment
Questioning (verbal or written) – ask relevant questions linked to the unit standard
Testimony – collect a portfolio of evidence from suitable people (e.g.: reports from a third party).

Integrated assessment
It may be more effective and efficient to assess a number of unit standards together thus reducing the overall number of assessment ‘events’.

  • Consider a complete activity in the workplace (the ‘whole of work’ approach) and see which unit standards relate to this activity.
  • Work out how practitioners could collect evidence on a number of unit standards at the same time covering all the critical aspects of the standards
  • Ensure that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment. 
SPECIFIC OUTCOME 2 
Recognise customer dissatisfaction and take action to resolve the situation. 
OUTCOME RANGE 
  • Complaints are handled promptly, positively, sensitively and politely.
  • Customer complaints are resolved according to individual level of responsibility and enterprise procedures.
  • Complaints are referred to the appropriate person for follow-up, according to individual level of responsibility. 
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
Assessment should include practical demonstration of competence, either in the workplace or through work-realistic, out-of-classroom simulation.

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
Product sample – examine the outcomes previously produced by the practitioner
Simulation of a specific task – set a specific task for the practitioner to demonstrate in a simulated environment
Questioning (verbal or written) – ask relevant questions linked to the unit standard
Testimony – collect a portfolio of evidence from suitable people (e.g.: reports from a third party).

Integrated assessment
It may be more effective and efficient to assess a number of unit standards together thus reducing the overall number of assessment ‘events’.

  • Consider a complete activity in the workplace (the ‘whole of work’ approach) and see which unit standards relate to this activity.
  • Work out how practitioners could collect evidence on a number of unit standards at the same time covering all the critical aspects of the standards
  • Ensure that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment. 
SPECIFIC OUTCOME 3 
Identify and take opportunities to enhance the quality of customer service. 
OUTCOME RANGE 
  • Check all elements on itinerary with service providers prior to customer arrival.
  • Ensure best possible service levels at all times (no queuing). 
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
Assessment should include practical demonstration of competence, either in the workplace or through work-realistic, out-of-classroom simulation.

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
Product sample – examine the outcomes previously produced by the practitioner
Simulation of a specific task – set a specific task for the practitioner to demonstrate in a simulated environment
Questioning (verbal or written) – ask relevant questions linked to the unit standard
Testimony – collect a portfolio of evidence from suitable people (e.g.: reports from a third party).

Integrated assessment
It may be more effective and efficient to assess a number of unit standards together thus reducing the overall number of assessment ‘events’.

  • Consider a complete activity in the workplace (the ‘whole of work’ approach) and see which unit standards relate to this activity.
  • Work out how practitioners could collect evidence on a number of unit standards at the same time covering all the critical aspects of the standards
  • Ensure that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment. 
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
Assessment should include practical demonstration of competence, either in the workplace or through work-realistic, out-of-classroom simulation.

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
Product sample – examine the outcomes previously produced by the practitioner
Simulation of a specific task – set a specific task for the practitioner to demonstrate in a simulated environment
Questioning (verbal or written) – ask relevant questions linked to the unit standard
Testimony – collect a portfolio of evidence from suitable people (e.g.: reports from a third party).

Integrated assessment
It may be more effective and efficient to assess a number of unit standards together thus reducing the overall number of assessment ‘events’.

  • Consider a complete activity in the workplace (the ‘whole of work’ approach) and see which unit standards relate to this activity.
  • Work out how practitioners could collect evidence on a number of unit standards at the same time covering all the critical aspects of the standards
  • Ensure that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment. 
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
Assessment should include practical demonstration of competence, either in the workplace or through work-realistic, out-of-classroom simulation.

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
Product sample – examine the outcomes previously produced by the practitioner
Simulation of a specific task – set a specific task for the practitioner to demonstrate in a simulated environment
Questioning (verbal or written) – ask relevant questions linked to the unit standard
Testimony – collect a portfolio of evidence from suitable people (e.g.: reports from a third party).

Integrated assessment
It may be more effective and efficient to assess a number of unit standards together thus reducing the overall number of assessment ‘events’.

  • Consider a complete activity in the workplace (the ‘whole of work’ approach) and see which unit standards relate to this activity.
  • Work out how practitioners could collect evidence on a number of unit standards at the same time covering all the critical aspects of the standards
  • Ensure that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment. 
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.
  • Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA`s policies and guidelines for assessment and moderation; in terms of agreements reached around assessment and moderation between ETQA`s (including professional bodies); and in terms of the moderation guideline detailed under point 4 immediately below.
  • Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.

    Anyone wishing to be assessed against this qualification may apply to be assessed by any assessment agency, assessor or provider institution, which is accredited by the relevant ETQA. 
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:

  • Identify customer needs and expectations, including those with specific needs, correctly and identify appropriate products and services
  • Recognise customer dissatisfaction and take action to resolve the situation.
  • Identify and take opportunities to enhance the quality of customer service.
  • Communicate with all customers in a friendly and courteous manner. 
UNIT STANDARD CCFO ORGANISING 

Self-organisation and management relates to:

  • Identify customer needs and expectations, including those with specific needs, correctly and identify appropriate products and services
  • Recognise customer dissatisfaction and take action to resolve the situation.
  • Identify and take opportunities to enhance the quality of customer service.
  • Communicate with all customers in a friendly and courteous manner. 
UNIT STANDARD CCFO COLLECTING 

Information evaluation relates to:

  • Identify customer needs and expectations, including those with specific needs, correctly and identify appropriate products and services
  • Recognise customer dissatisfaction and take action to resolve the situation.
  • Identify and take opportunities to enhance the quality of customer service.
  • Communicate with all customers in a friendly and courteous manner. 
UNIT STANDARD CCFO COMMUNICATING 

Communication relates to:

  • Identify customer needs and expectations, including those with specific needs, correctly and identify appropriate products and services
  • Recognise customer dissatisfaction and take action to resolve the situation.
  • Identify and take opportunities to enhance the quality of customer service.
  • Communicate with all customers in a friendly and courteous manner. 
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:
1. Accepting and maintaining a non-discriminatory attitude towards diversity including, for example, differences in gender, race, religion, physical ability and culture. 

 

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