Certificate in Customer Care & Service Excellence

ENHANCED CUSTOMER SERVICE,

TAKE PRIDE IN YOUR DELIVERY

INTRODUCTION

As part of Customer Care, a mindset of Service To People is imperative.  The aim of great Customer Care and Service Excellence is 'People First' - Batho Pele.  This entails moving from a rules-bound approach to a mindset that encourages innovation and results.  Managers and leaders are required to create an environment for their staff to become effective in the way they interact with customers.  To achieve this they need to be able to motivate their staff, ensure employees are skilled to perform their duties and provide ongoing support especially at times when staff is under pressure and stress.

PURPOSE OF THE COURSE

To enable employees to understand and demonstrate knowledge of the core 'People First' - Batho Pele principles of Consultation, Service Standards, Courtesy, Access, Information, Openness and Transparency, Dealing with Complaints and Giving Best Value, and apply them to their own roles in the service of the public.

ENTRY REQUIREMENTS

  • Communication NQF3

BY THE END OF THIS COURSE, YOU WILL BE ABLE TO :

  1. Explain how the 'People First' - Batho Pele principles apply to their own work roles.

  2. Explain how the application of 'People First' - Batho Pele principles determines the way in which work is done.

  3. Identify and describe successful examples of application of the 'People First' - Batho Pele principles.

  4. Understand why the 'People First' - Batho Pele principles are so important and effective for service delivery in South Africa. 

  5. Explain service excellence from a leadership perspective.

  6. Plan service excellence in your context.

  7. Compile and implement a service excellence plan.

  8. Evaluate service delivery efficacy.

COURSE LEVEL  :  4

COURSE CREDITS  :  12

COURSE DURATION  :  3 SESSIONS

COURSE CODE  :  CBC003/4