NATIONAL CERTIFICATE: WHOLESALE AND

RETAIL OPERATIONS

ID 63409 LEVEL 3 – CREDITS 120

SAQA: 118028

ASSESSMENT GUIDE

SUPERVISE CUSTOMER SERVICE STANDARDS

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Learner Information:
Details Please Complete this Section
Name & Surname: Phumeza Lukhele
Organisation: BCS
Unit/Dept: 118028
Facilitator Name: Mr jeff
Date Started: 09 july 2023
Date of Completion: 10 july 2023

Copyright
All rights reserved. The copyright of this document, its previous editions and
any annexures thereto, is protected and expressly reserved. No part of this
document may be reproduced, stored in a retrievable system, or
transmitted, in any form or by any means, electronic, mechanical,
photocopying, recording or otherwise without the prior permission.

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 OVERVIEW

About the This Learner Exercise Workbook has been designed and
Learner developed to evaluate learners’ level of understanding of
Workbook the Supervise customer service standards It forms part
of a series of Learner Workbooks that have been developed
for

Purpose The purpose of this Learner Exercise Workbook is to

evaluate learners understanding on the specific outcomes
and/or assessment criteria of the following SAQA Registered
Unit Standards:

US No US Title Leve Credi

l ts

118028 Supervise customer service standards 4 8

Context This assessment represents the Formative Assessment

component of the Supervise customer service
standards, for the and should be completed in the
classroom/training room.

Resources The following are resources needed for this assessment:

1. Learner Guide; and
2. Assessment Preparation.
Instructions Facilitators will be required to:
to  Explain the completion of the workbook to each
Facilitators learner; and
 Interview the learner on similar questions, should
he/she not be able to write.

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Instructions Learners will be required to:
to Learners  Complete the workbook as per the instructions;
 Ensure that all questions are completed;
 Ensure that the completion of the workbook is their
own work;
 Ensure that all annexure are attached to the
workbook and clearly referred to;

Assessment Learners are required to complete this assessment within

Time the allocated time frame of.... hours.
Total Mark This formative assessment carries a total mark of _ points.
In order to meet the pass mark, learners are required to
achieve a minimum of 80% of the total marks.
Equipment Learners are required to have the following equipment in
order to complete this workbook:
 Pen and Pencil;
 Ruler; and
 Exam Pad – for additional paper.

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 GENERAL INFORMATION

LEARNER DETAILS

Learner Full Phumeza Lukhele

Names
Learner ID No.: 9908100522080
Organisation: BCS
Unit/Dept: 118028
Contact Details: Telephone /Cell Email Address:
Numbers:
0725662606 [email protected]
om
WORKSHOP DETAILS
Workshop
Venue:
Facilitator
Name:
Date Started:
Date Completed:

ASSESSMENT PREPARATION CHECKLIST

DESCRIPTION YE NO COMMENTS/
S CONTINGENCY
This assessment is a formative assessment and it is
based on the outlined unit standard/s for the
Supervise customer service standards module.
Your assessment evidence for Supervise customer
service standards module needs to be submitted
on....... (day) of...............(month)...........(year) at the
following
address/place...............................................................
.

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You will be assessed based on the outlined Unit
Standards. The assessment activities are linked to
specific outcomes/assessment criteria of the outlined
Unit Standards.
To determine your competence level, the following
are the methods to be used for this assessment:
1. .....................................................
2. .....................................................
To be declared competent on Supervise
customer service standards module (formative
assessment), you should have obtained at least 80%
of the total mark of this assessment.
You will be provided with detailed feedback on your
performance of this assessment as follows:
1. Written Feedback
2. Verbal Feedback
Should you be declared “not yet competent” on this
assessment, you will be entitled for re-assessment
opportunity/ies.
You will be required to re-submit evidence (only for
areas) you were declared not yet competent. A date
for re-submission will be agreed with the assessor.
You will be entitled to lodge an appeal should you not
be satisfied with the assessment decision of your
assessment.
You will be required to provide the assessor feedback
on assessment procedure – this is to assist in
improving the assessment practices.
Your results of assessment and portfolio of evidence
information will not be provided to any person
without your written consent.

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 Learner’s Declaration

I Phumeza Lukhele herewith declare that I am ready for the assessment, that we have
reviewed the assessment preparation and plan, I understand the assessment process and I
am happy that the assessment will be conducted in a fair manner.
Learner Signature: Date: Facilitator Date:
Signature:
P.lukhele 09 july 2023 Mr jeff 11 july 2023

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 Supervise customer service standards

UNIT STANDARD NUMBER : 118028

LEVEL ON THE NQF : 4
CREDITS : 10
FIELD Services

SUB FIELD : Wholesale and Retail

Answer the following question in the space provided below.

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 SESSION 1.
Implement customer service standards in
accordance with the prescribed organisational
requirements.
Learning Outcomes
 "Moments of truth" are explained based on their impact on customer
impressions.
 Service standards are identified as required by the organisation.
 Service standards are evaluated in terms of existing service delivery.
 A comparison between existing and required service standards is conducted,
and gaps are identified according to organisation's procedures.

Answer the following questions according to the

instructions provided

Activity Questions Description Mark

1 Outline the Importance of the "Moments of truth" 3

A moment of truth it is an instance wherein the customer and the

organization come into contact with one another in a manner that
gives the customer an opportunity to form or change an
impression about the firm. Such an interaction could occur
through the product of the firm, its service offering or both.
Various instances could constitute a moment of truth such as
greeting the customer, handling customer queries or their
complaints, promoting special offers or giving discounts and the
closing of the interaction.

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Activity Questions Description Mark
2 Explain the Moments of Magic and Moments of Misery 4

Moments of Magic, Are favorable moments of truth that have

been termed as moments of magic. Whereby the customer has
been served in a manner that exceeds his expectations. For
example an airline passenger being upgraded to from an
economy to a business class ticket. Such gestures can go a long
way in creating a regular and loyal customer base.

Moment of Misery, It is where the customer interaction has a

negative outcome. A delayed flight, rude and inattentive shop
assistants or poor quality of food served at a restaurant all qualify
as moments of misery for the customers.
Activity Questions Description Mark
3 Define Customer service standard 3

Customer service serves the purpose of enhancing customer

satisfaction by providing the consumer with a feeling that the
product or service rendered has met or exceeded the customer
expectations. Customer service can be provided by a person or
automated by means of self-service, such as on Internet sites.
Activity Questions Description Mark
Outline what one has to consider when drawing service
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standards.

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 SESSION 2.
Improve customer service standards.
Learning Outcomes

 An action plan to improve service standards is developed within the

constraints and priorities of the organisation.
 The action plan is communicated to all role-players within agreed timeframes
and meets organisational specifications.
 The success of the action plan is evaluated and adapted according to identified
requirements.
____________________________________________________________________________________
_
Activity Questions Description Mark
Demonstrate understanding of Main human needs including
5 those that are mainly physical, social, emotional, esteem 6
and intellectual.

 work, music, literature, watching sports, gambling, arts, etc.

may satisfy intellectual needs.
 Physiological needs are based on the satisfaction of biological
needs and desires. Food, drink, clothing, sex, heating and
health in required amounts form the basis of physical comfort
as do machines and services that reduce unpleasant levels of
physical effort.
 Social needs are based partly on our sense of belonging to
groups that we wish to belong to, and partly to our self-esteem
based on our ranking in the hierarchy of those groups. These
needs may be satisfied by memberships, titles, status symbols
and conspicuous consumption.

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Intellectual needs are based on all sources of interest,
entertainment and excitement. Danger and novelty of an
appropriate degree that can be essential ingredients in
entertainment and excitement. Enjoyable

Activity Questions Description Mark

What is the difference between customer needs and
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customer expectations?

The difference is that customer needs mean when they need stuff
or help with doing something, but a customer expectation is when
the customer has everything and don’t need help with anything
like a customer need.

Activity Questions Description Mark

7 List six basic buying needs pertaining to the product 4

1. Safety.
2. Performance.
3. Appearance.
4. Comfort.
5. Economy.
6. Durability

Activity Questions Description Mark

8 Outline Methods to Improve Customer Service 8

Analysis, Take a good look at your customer service guidelines.

Are they in line with where you want to be? Analyze these policies
and decide which ones are effective and which ones need to be
addressed.

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Strategy, once you have taken stock of your customer service
department, develop an improvement plan. Update policies that
may be outdated and eliminate unnecessary or redundant ones.
Continual Improvement, Constantly monitor weak areas of
your customer service department and take steps to address
them early on. Do regular policy and procedure reviews as well as
employee reviews. Make sure all employees are maintaining
expected standards.

SESSION 3.
Oversee the handling of customer queries and
complaints.

Learning Outcomes

 The procedures for handling queries and complaints are explained according
to organisation's policy and procedures.
 The handling of queries and complaints is monitored and evaluated against the
organisation's requirements.
 Non-compliance with standards is identified and corrective actions are
taken/suggested in accordance with organisation's policy.
_____________________________________________________________________________________
Activity Questions Description Mark
Outline how you would show that you clearly understand In
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complaints from clients

 All situations, remaining calm, sensitive to the other person’s

concerns, polite, cooperative and positive is likely to result in a
satisfactory outcome.
 Customers will complain in a number of ways:
 As soon as the problem arises
 After they have left

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 To another part of the organization
 Aggressively or presently

Activity Questions Description Mark

10 Outline Tips for dealing with customer complaints 4

 listen

 acknowledge

 identify nature of problem

 identify and agree on an acceptable solution

 take action

 record

 Follow up to ensure customer satisfaction.

Activity Questions Description Mark

Outline roles of different peoples in an organisation with
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regard to Customer Service Complaints

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