Excellent Customer Service For Frontline Staff

This course is presented over three (3) working days.

Booking Closure Date: 2016-07-01

Purpose
This course is aimed at public sector officials who have direct and indirect contact with customers. The course offers an interactive opportunity for participants to develop the required competencies to deliver quality customer service in line with government’s Batho Pele focus.

Target Group
The course is aimed at frontline staff as well as entry level supervisors that have to either provide or manage frontline services in government departments and municipalities.

Minimum Requirements for Enrolment
Participants must be competent in Communication, Mathematical and Computer skills at NQF level 3 or Grade 10 level.

Learning Outcomes
This programme will enable participants to:

Identify customer needs;
Differentiate between good and poor service delivery;
Implement service delivery plans;
Deal effectively with difficult customers;
Identify and apply the Batho Pele principles in frontline services;
Use effective communication methods.
Accreditation
After the successful completion of the course, participants will receive a Certificate of Competence. This is a credit-bearing course that is aligned to Unit Standard 242901: Apply the principles of good customer service to achieve public sector objectives. It is pitched at NQF Level 4 with 6 Credits.

Unit Standard ID Title NQF Level Credits
242901 PD203 4 6

Assessment Approach
This course follows an integrated assessment approach, comprising:
Pre-course reading;
Formative assessments; and
A summative assignment (Portfolio of Evidence).

Duration
This course is presented over three (3) working days.

Note
This course is also available in e-learning format.