Enhancing performance through excellent customer care training

By - Eunice Nkuna

October 2011

Delegates listening attentively during the session.

Chris Letsoalo of IEC is seen here leading his group during group discussions.

Maruleng Thusong Service Centre frontline staff recently attended a three-day workshop coordinated by GCIS, wherein the Public Administration, Leadership and Management Academy (PALAMA) facilitated an Excellent Customer Service Course. All departments rendering services at the Maruleng Service Centre were represented at this exciting workshop.

The aim of the workshop amongst other issues was to remind public servants about the code of conduct, that public servants should apply the principles of good customer service to achieve public sector objectives. The course was also aimed at producing knowledgeable multi-skilled workers who are able to contribute in improving productivity and efficiency within the public sector.

The specific outcomes and assessment criteria included the following:

• To be able to identify customer needs.
• Differentiate between good and poor service.
• Identify one's role in the service delivery chain.
• Implement service delivery improvements that contribute to the achievement of overall public sector objectives.
• Demonstrate an ability to deal with difficult customers.
• Recognise and apply the principles of Batho-Pele in servicing customers.

Delegates expressed their gratitude for being offered a chance to attend this course and confirmed that they have learned so much in three days. It was suggested by the delegates that perhaps this type of courses should be offered on an annual basis.