Service Excellence through Batho Pele

Short Courses

Service Excellence through 'Batho Pele'

Duration:	3-days
Max. Participants:	16
Facilitators:	1
NQF Level:	5

About the programme:

The Batho Pele Programme is based on the white paper on Service Excellence and designed to give participants the necessary knowledge and skills in order to support a culture of service excellence within his/her organisation.

The workshop outcome:

On completion of the workshop the participant should have a mind-set of service excellence and be able to implement the eight ‘Batho Pele’ Principles.

Specific outcomes of the workshop content:

Participants will achieve the workshop outcome by being able to:

1. Defining service excellence within his/her organisation.
2. Have a thorough knowledge on the contents of the White Paper on Batho Pele.
3. Implement the eight ‘Batho Pele’ Principles within his/her organisation.
4. Establish positive moments of truth when dealing with the public.
5. Apply effective communication when dealing with the public.
6. Have first and third person perspectives on customer service within his/her organisation.
7. Manage “difficult” customers.
8. Design a service excellence implementation plan.

Training methodology:

The methodology is based on interactive learning, i.e. learners will learn by doing. Furthermore learners will use examples from their own organisations, thus ensuring that the learning is anchored at their workplace. As with all DCT training programmes, we strive to effect actual change back at the workplace through effective and practical outcomes based training.

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