Batho Pele/Customer Service

Learning Outcomes

  • Explain why customer service is important
  • Name and explain the Batho Pele Principles
  • Explain the Batho Pele Belief set and its relevance to your work situation
  • Apply the Batho Pele Principles in Service Delivery
  • Identify your internal and external customers
  • Explain how you would meet customer expectations
  • Explain how you would deal effectively with people
  • Handle complaints effectively

Outline:
WHY CUSTOMER SERVICE
BATHO PELE PRINCIPLES

  • Principle 1: Consulting
  • Who are your customers?
    • External customers
    • Internal customers
  • Principle 2: Service Standards
    • Setting Standards
    • Meeting customer expectations
  • Principle 3: Increasing Access
  • Principle 4: Ensuring Courtesy
    • Handling Complaints
  • Principle 5: Providing Information
  • Principle 6: Openness and Transparency
  • Principle 7: Redress
  • Principle 8: Value for money

SERVICE DELIVERY IMPROVEMENT PLAN
SERVICE CHARTER

 
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