242829 Monitor the Level of Service to a Range of Customers

The purpose of this unit standard is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This Unit Standard is intended for junior managers of organisations.

The qualifying learner is capable of:
- Identifying internal and external customers, where applicable.
- Explaining standards of customer service expected by the organisation.
- Measuring customer satisfaction on an ongoing basis.
- Recommending corrective action.

NQF Level 4 - 5 Credits

This unit standard replaces:
This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

Learning assumed to be in place and recognition of prior learning
Learners should be competent in Communication and Mathematical Literacy at NQF Level 3.

Unit standard range
- 'Customer' includes, but is not limited to, other organisations, consumer, department, general public, other areas of responsibility and government departments.
- 'Area of responsibility' includes, but is not limited to, cost centre, section, department or team.
- 'Junior managers' include, but are not limited to, team leaders, supervisors, foremen and section heads.
- 'Standard Operating Procedures' (SOPs) may comprise formal written documents or accepted practices in the organisation.
- 'Organisation' includes but is not limited to, workplace, work context, work unit, company, department or section.

Specific Outcomes and Assessment Criteria:

Specific Outcome 1
Identify internal and external customers, where applicable.

Specific Outcome 2
Explain standards of customer service expected by the organisation.

Specific Outcome 3
Measure customer satisfaction on an ongoing basis.

Specific Outcome 4
Recommend corrective action.