Excellent Customer Service
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EXCELLENT CUSTOMER SERVICE FOR THE PUBLIC SERVICE Learner Guide
COURSE INTRODUCTION
Purpose of the programme
The South African government is committed to continually improve the lives of the people of South Africa, through a transformed Public Service, which is representative, accountable, transparent, efficient, and responsive to the need of all.
In light of this, the Public Service will be judged by one criterion, “its effectiveness in delivering services that needs of all South African citizens”. Public Services are not privileges in a civilized and democratic society. They are legitimate expectations. That is why meeting the basic needs of all citizens is one of the five key programs of the Government’s reconstruction and Development Programmes.
The purpose of the programme is to equip frontline staff with skills and knowledge that will enable them to contribute towards improving Service Delivery. It will be used to increase the public servants awareness of merits of interacting with users of service in an acceptable manner. It also anticipates instilling the People First concept by making participants aware of ways in which they can improve their customers’ service skills.
KEY TO ICONS USED IN THIS DOCUMENT
Icon What is it used for? Meaning /Symbolism An activity. There are individual or group activities. Each is specifically indicated The triangle is made up of individual smaller triangles. The compilation of smaller triangles symbolizes the building blocks of leaning. A reflection exercise. The upside down triangle resembles the “going inside “. Where activities were represented by an upright triangle, reflection is presented by an upside down triangle.
Statement of relevance The combination of two triangle used in the activities and reflection exercises, indicate that this activity is summative in nature where the learner reflects on the relevance of the learning experienced. Module
EXCELLENT CUSTOMER SERVICE FOR THE PUBLIC SERVICE Learner Guide
COURSE INTRODUCTION
Purpose of the programme
The South African government is committed to continually improve the lives of the people of South Africa, through a transformed Public Service, which is representative, accountable, transparent, efficient, and responsive to the need of all.
In light of this, the Public Service will be judged by one criterion, “its effectiveness in delivering services that needs of all South African citizens”. Public Services are not privileges in a civilized and democratic society. They are legitimate expectations. That is why meeting the basic needs of all citizens is one of the five key programs of the Government’s reconstruction and Development Programmes.
The purpose of the programme is to equip frontline staff with skills and knowledge that will enable them to contribute towards improving Service Delivery. It will be used to increase the public servants awareness of merits of interacting with users of service in an acceptable manner. It also anticipates instilling the People First concept by making participants aware of ways in which they can improve their customers’ service skills.
KEY TO ICONS USED IN THIS DOCUMENT
Icon What is it used for? Meaning /Symbolism An activity. There are individual or group activities. Each is specifically indicated The triangle is made up of individual smaller triangles. The compilation of smaller triangles symbolizes the building blocks of leaning. A reflection exercise. The upside down triangle resembles the “going inside “. Where activities were represented by an upright triangle, reflection is presented by an upside down triangle.
Statement of relevance The combination of two triangle used in the activities and reflection exercises, indicate that this activity is summative in nature where the learner reflects on the relevance of the learning experienced. Module