Customer Service

As part of the Public Service drive to achieve excellence, there is a need for all public officers to be more customer-focused in the delivery of services, including making use of inter-ministerial relationships for enhanced service delivery. Public officers often lack an appreciation of how poor service impacts the country’s international customer service ranking, which in turn affects national economic growth. This programme is developed to equip public officers with the skills needed to live the Public Service Charter, use information proactively in addressing customer service issues, and respond effectively to the demands of a dynamic customer base.

Learning Outcomes

  • Participants will align service delivery to a customer-centric culture.
  • Participants will demonstrate an understanding of organisational strategic foundations (vision, mission, values) and their significance in service delivery.
  • Participants will utilise information from customer feedback systems for improved service delivery.
  • Participants will demonstrate an understanding of how internal information flow impacts service delivery.
  • Participants will display an attitude of innovation and creativity in achieving service delivery.
  • Participants will proactively identify sources of customer grievances, assess the nature and type of problems, and develop lasting solutions.
  • Participants will adopt a collaborative mindset for improved service delivery (Whole-of-Government approach).

Target Group

  • All officers in the operational cadre

Duration

2 Days

Mode of Delivery

Physical/Virtual

Course Structure

1. Laying the Foundations of Service Delivery
  • Understanding Customer Service
  • Understanding customer needs and expectations
  • Customer satisfaction
2. Customer-Centric Culture
  • What is a customer-centric culture?
  • Customer-centric culture and service delivery
3. Traditional Organisational Culture
  • Living the Public Service Charter
  • Meeting and monitoring customer service standards
  • Measuring customer service levels
  • Monitoring and evaluating service levels
  • Striving for continuous improvement
  • Building a winning team
4. Service Delivery in the Public Service
  • Why customer service in the Public Service?
  • Public Service strategic foundations
5. Customer Management
  • Communication and customer service – internal and external
  • Telephone etiquette
  • Dealing with dissatisfied customers
  • Service recovery
  • Customer service attitude
6. Resolving Customer Grievances
  • Identifying sources of problems
  • Assessing the nature and types of problems
  • Problem-solving techniques
  • Identifying optimal solutions
  • Proactiveness versus reactiveness in resolving customer grievances
  • Taking action to prevent problems from escalating
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