114052 PROGRAMME ALIGNMENT – 114052

PROGRAMME ALIGNMENT – 114052

SO – Specific Outcomes

AC – Assessment Criteria

	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement		114052		NQF LEVEL 5	8 CREDITS
1.	SO’S	AC’S	MANUAL NAME	UNIT/CHAPTER	TOPIC	PAGE
Communicate effectively with customers in context of IT support. SO1		AC 1	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	1.2	Polite communication with IT customers	8
		AC 2	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	1.3	Disseminating information to customers and stuff	10
		AC 3	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	1.4	Handling customer requests and communicating progress and unresolved issues	11
		AC 4	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	1.5	Communicating with customers/ stuff of deviations from agreed timescales	14
		AC 5	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	1.4	Handling customer requests and communicating progress and unresolved issues	11
2.	SO’S	AC’S	MANUAL	UNIT/CHAPTER	TOPIC		PAGE
Assess and respond to effectively to customer requests. S O 2		AC 1	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	2.1	Collecting valid, sufficient and relevant information from clients		17
		AC 2	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	2.2	Analysing support records		19
		AC 3	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	2.3	Information relevant people on assessment outcome		21
		AC 4	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	2.4	Responding to customer requests promptly and within agreed timeframes		23
		AC 5	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	2.5	Communicating/ or escalating unresolved problems		24
		AC 6	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	2.4	Responding to customer requests promptly and within agreed timeframes		23
		AC 7	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	2.5	Responding to customer requests promptly and within agreed timeframes		24
3.	SO’S	AC’S	MANUAL	UNIT/CHAPTER	TOPIC		PAGE
Maintain positive working relationships with IT customers S O 3		AC 1	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	1.3	Disseminating information to customers and stuff		10
		AC 2	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	1.3	Disseminating information to customers and stuff		10
		AC 3	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	3.2	Handling conflicts with customers		29
		AC 4	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement	3.3	Maintaining follow-up contact with customers		34

Specific Outcomes (Practical Competency, Skills) (SO)

Implies the ability to apply acquired knowledge practically in the workplace to achieve a related task. An observation checklist relating to the set assessment criteria are used to assess the learner’s achievement of the specific outcomes.

Assessment Criteria (AC)

The criteria against which the achievement of the specific outcomes of a unit standard are measured. Assessment criteria are normally set for specific outcomes only, with essential embedded knowledge implied in the assessment criteria.

114052 PROGRAMME ALIGNMENT – 114052

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