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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.


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).


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.