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
Learners accessing this programme 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 the following unit standard
| Unit Standard ID | Title |
NQF Level | Credits |
| 242901 | Apply the principles of good customer service to achieve public sector objectives | 4 | 6 |
Assessment Approach
This course follows an integrated assessment approach, comprising:
- Pre-course reading,
- Formative assessments, and a
- A summative assignment (Portfolio of Evidence).
Duration
The face to face course is presented over 3 working days.The e-learning course runs for
8 weeks during which participants are required to spend approximately one hour per work day on course related activities.
Workshops over 1 or 2 days can also be offered and can be customised to the client’s needs.