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