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service

Why Should You Participate in Community Service?

There are numerous benefits to participating in community service, both for yourself and others.Below are some of the most important benefits of volunteering:

  • Gives you a way to help others
  • Helps improve your community
  • Can help strengthen your resume and college applications
  • Can be a way to meet new friends
  • Often results in personal growth
  • Gives you a way to gain work experience and learn more about certain jobs

TERMS OF SERVICE

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You agree that you will not post, email or make available any content or use this Trainyoucan.co.za Network:

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  • in a manner that is misleading, deceptive or fraudulent or otherwise illegal or promotes illegal activities, including engaging in phishing or otherwise obtaining financial or other personal information in a misleading manner or for fraudulent or misleading purposes;
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259938 Customer Service

COURSE SUMMARY

  • Short name:  Customer Service
  • Full description: Identify the importance of customer service in the wholesale and retail environment
  • Accredited: Yes, WR SETA NQF Accredited
  • SETA: Wholesale and Retail Sector Education & Training Authority (WR Seta)  www.wrseta.org.za
  • NQF: 1
  • Credits: 5
  • Duration: 1 day
  • Re-Assessment fees: None
  • Assignment extensions: Up to 18 months at no additional cost.
  • Hidden fees: None
  • Workshops: Weekly in Durban
  • Recognition: Based on the National Qualifications Framework that is Nationally Accepted in South Africa, Department of Labour and Microsoft Certified courses.
  • Success rate of learner: Our success rate for complete assignments and certified learners currently is estimated at 99%.
  • Short-cuts: We don’t take any short-cuts such as POE building in the class and follow all the guidelines stipulated by SAQA and the SETA.
  • Discounts: We offer a members discount for returning students, pensioners and NGO discount. Group discounts on own venues are also offered.

SUPPORTING STRUCTURES

Currently we have the following supporting structures in place for our members:

  • Telephone support 7 days a week.
  • Whatsapp –
    • Cell. 0825507946 Tel. 0867227014 English.
    • Cell. Zulu 0727372733 Tel. 0318115749 English/Zulu.
  • Helpdesk – www.help.trainyoucan.co.za – 7 days a week (integrated email and sms notifications).
  • Weekly workshops in Durban on Fridays between 8am and 12am.
  • Skype support – contact helpdesk for details.
  • Members private forum with model answers to all  activities including JOB opportunities.

COURSE DETAIL

  •  This course is based on the Unit Standards 259938 – click here to read more
  • People credited with this unit standard are able to:
    • Recognise and describe the importance of customer service in a Wholesale and Retail environment.
    • Identify good customer service standards.
    • Illustrate the handling of basic customer queries.
  • Purpose of the course:
    • The purpose of this unit standard is the establishment of a foundational understanding of the importance of customer service in the Wholesale and Retail environment.
    • Individuals credited with this unit standard will gain an awareness of the importance of customer service and will recognise customer service and how it applies to the business environment in the Wholesale and Retail Sector.
  • Each learner will receive a learner guide and workbook during the contact session that will assist them with the building of their POE (Portfolio of Evidence).
  • Learner will receive full instruction from us before the course to assist with the preparation of the course. Where possible additional resources will be provided to learners who are not able to get there resources.
  • Learners are required to apply skills and knowledge obtained on the course in the workplace. As learners apply these skills, they produce evidence, which needs to be compiled into a portfolio of evidence (POE). This POE is submitted to Trainyoucan for assessment. Learners will receive a workbook and portfolio guide, which will guide them through the process. Any additional resources required will be provided by Trainyoucan to the learner, free of charge.

WHO SHOULD ATTEND

In this customer service training course, participants learn the essential skills necessary to deliver excellent customer service through real world exercises and group activities and is specifically targeted at entry level to supervisor level! Thats right, your general workforce that get in contact with the customer on a daily basis.

  • Newly hired staff
  • General workers
  • Supervisors
  • Customer service representatives
  • Call coordinators
  • Service dispatchers
  • Shelf Packers
  • Cashiers
  • Service Department Staff
  • Front Desk Staff
  • Receptionist

ENROLMENT REQUIREMENTS

  • The credit calculation is based on the assumption that learners are already competent in the learning area in which they will provide training. (Have scope or experience to train in a specific field.)
  • Minimum of 14 days workplace experience in training or facilitation. (part time or full time)
  • Basic communication skills (English = reading and writing skills on a NQF level 1 (Grade 6 or higher))
  • Able to attend the contact session and any of our workshops offered.

Learner preparation for the contact session (Classroom Training)

 COMPULSORY:

  • Attending the full contact session. (Classroom Session)
  • Copy of ID and CV for registration purposes. (Indicating previous workplace experience)
  • Pen and paper.
  • A4 lever arch file + 12 dividers. (Cheap dividers)

PROCESS FLOW

  1. Enrol as a learner with Trainyoucan by completing the application form. (PDF document or the online enrolment)
  2. Attend the contact session with Trainyoucan. (Each course starts with a 2 hour induction on the SETA’s and explaining the accreditation process. (Most of the learners find this very useful.)
  3. We provide you with all the learning material that you need, including a workbook that you must complete. (Outside the classroom as required by the Unit Standard and OBE Learning)
  4. You complete the workbook and submit this to our offices for assessments, or you can attend any of our FREE workshops for additional support. Any person who attended any of our courses can attend our workshops for FREE. One of the assessors can also evaluate your POE (Portfolio of Evidence) during the workshop and provide you feedback immediately.
  5. Your POE is submitted to our Assessors that will complete the assessment process and provide directly feedback to you through our online tracking system.
  6. Your file is scheduled for verification with the relevant SETA and uploaded on completion. Your final Certificate will only be issued once the SETA verified your POE for security reasons and a final SOR will be issues. (SOR, also called the “Statement of Results” will be issued by the relevant SETA once the process was completed). You MUST receive your SOR one completion from any provider as proof that you were registered. NO SOR = NO ACCREDITATION. (Bear in mind that this process can take up to 3 months to complete.
  7. We provide you with all the guidance and resources to register with the relevant SETA of your choice.

ACCREDITATION AND QUESTIONS YOU SHOULD ASK

The criteria for the accreditation of training providers define a number of requirements that include:

      • Administrative procedures and record keeping and policies.
      • Management review
      • Authorization of affiliates
      • Tutor selection, training and performance review
      • Issuance of training certificates
      • Learner Support
      • Delivery, Assessment and Moderation practices

NOTE: There are basically two different types of accreditation:

    1. The training provider or the institute must be accredited by a SETA. “ETQA” (Their offices, policies and procedures. This can be any SETA = does not matter what type of courses they offer.)
    2. Each learning programme or qualification is accredited with the relevant SETA “ETQA” who is responsible for this programme. Also note that the word “accreditation” does not mean they SETA accredited. It must say “NQF Accredited”.

 Before you can start with any course you should ask the following questions:

    • Is the course accredited and with what SETA?
    • What is the process and duration from start to completion?
    • Are there any additional fees for support to re-submission?
    • Entry Requirements? Do you charge for registration and why?
    • What discount can I get if I do more courses with your institute?
    • What after support and resources to you offer?

 COPY OF THE UNIT STANDARD

logoAll 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:

Identify the importance of customer service in the wholesale and retail environment
SAQA US ID UNIT STANDARD TITLE
259938 Identify the importance of customer service in the wholesale and retail environment
ORIGINATOR ORIGINATING PROVIDER
SGB Retail and Wholesale
QUALITY ASSURING BODY
FIELD SUBFIELD
Field 11 – Services Wholesale and Retail
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined Regular Level 1 NQF Level 01 5
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered 2012-07-01 2015-06-30 SAQA 0695/12
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30 2019-06-30

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
The purpose of this unit standard is the establishment of a foundational understanding of the importance of customer service in the Wholesale and Retail environment.

Individuals credited with this unit standard will gain an awareness of the importance of customer service and will recognise customer service and how it applies to the business environment in the Wholesale and Retail Sector.

Learners found competent against this unit standard will be able to:

  • Recognise and describe the importance of customer service in a Wholesale and Retail environment.
  • Identify good customer service standards.
  • Illustrate the handling of basic customer queries.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING
It is assumed that the learner is competent in Communication and Mathematical Literacy at ABET Level 3.

UNIT STANDARD RANGE
N/A

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1
Recognise and describe the importance of customer service in a Wholesale and Retail environment.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
Customer service is described to indicate the relationship between an organisation, its workforce and customers in an organisation.

ASSESSMENT CRITERION 2
The term “Moments of truth” is described as it applies to customer service.

ASSESSMENT CRITERION 3
“Moments of truth” in a store are described through the provision of relevant examples.

ASSESSMENT CRITERION 4
The effect of the concept “treat others as you would like to be treated” is described as an approach to customer service.

ASSESSMENT CRITERION 5
The impact of personal conduct on the workplace, the organisation and the customer is recognised and described.

ASSESSMENT CRITERION 6
The value of satisfied customers to the organisation is described.

ASSESSMENT CRITERION 7
The consequences of poor customer service on the organisation are recognised and described.

ASSESSMENT CRITERION 8
The difference between internal and external customers in an organisation is described.

SPECIFIC OUTCOME 2
Identify good customer service standards.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
Examples of good customer service in at least three formal retail and wholesale organisations are identified.

ASSESSMENT CRITERION 2
Examples of good customer service in at least three informal outlets are identified.

ASSESSMENT CRITERION 3
Good customer service standards for an informal outlet are identified and described.

SPECIFIC OUTCOME 3
Illustrate the handling of basic customer queries.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1
The use of effective listening skills to understand customer queries is illustrated.

ASSESSMENT CRITERION 2
The use of effective questioning techniques to understand customer queries is illustrated.

ASSESSMENT CRITERION 3
Repeating of a query in one’s own words to confirm understanding of a query when dealing with a customer is illustrated.
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS
Anyone assessing an individual against this unit standard must meet the assessor requirements of the relevant ETQA. In particular, such assessors must demonstrate that they assess in terms of the scope and context defined in all the range statements. Any institution offering learning towards this unit standard must be accredited as a provider with the relevant ETQA.
External moderation of assessment will be conducted by the relevant ETQA at its discretion according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

  • Customer service concepts.
  • Customer service requirements.
  • Difference between internal and external customers.
  • The term “Moments of Truth” as used in the industry.
  • Effective listening skills.
  • Effective questioning skills.
  • Handling of basic complaints.
  • Importance of customer service.

UNIT STANDARD DEVELOPMENTAL OUTCOME
N/A

UNIT STANDARD LINKAGES
N/A
Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING
The correct identification of customer needs and the handling of queries and requests require the identification and solving of problems.

Refer to the following Specific Outcome:
Illustrate the handling of basic customer queries.

Refer to all Assessment Criteria.

UNIT STANDARD CCFO WORKING
The provision of customer service as part of contact base to customers and clients as well as the effective addressing of queries and complaints requires teamwork.

Refer to the following Specific Outcomes:
Recognise and describe the importance of customer service in a Wholesale and Retail environment.
Identify good customer service standards.

Refer to all Assessment Criteria.

UNIT STANDARD CCFO COLLECTING
The collecting of organisation to enable effective provision of customer service is analysed to understand the correct way of addressing customer service in the Wholesale and Retail environment.

Refer to the following Specific Outcome:
Identify good customer service standards.

Refer to all Assessment Criteria.

UNIT STANDARD CCFO COMMUNICATING
The identification and clarification of needs and requirements as well as the addressing of requests and queries in the provision of customer service in the Wholesale and Retail environment requires effective communication skills.

Refer to the following Specific Outcome:
Illustrate the handling of basic customer queries.

Refer to all Assessment Criteria.

UNIT STANDARD CCFO DEMONSTRATING
The impact of internal and external customer service on the Wholesale and Retail environment enables an understanding of a set of related systems.

Refer to the following Specific Outcomes:
Recognise and describe the importance of customer service in a Wholesale and Retail environment.
Identify good customer service standards.

Refer to all Assessment Criteria.

UNIT STANDARD CCFO CONTRIBUTING
The provision of internal customer service contributes to the maintaining of effective working relationships.

Refer to the following Specific Outcome:
Illustrate the handling of basic customer queries.