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Customer Care and Batho Pele Service Excellence

This course translates the Batho Pele principles into practical front-line service delivery skills for municipal and government customer service staff, covering complaints handling, queue and walk-in centre management, telephone and digital service etiquette, and turnaround time commitments. Participants practise handling difficult interactions with residents and develop service standards that can be measured and reported on consistently.

What you will be able to do

  • Explain the eight Batho Pele principles and their application in public service delivery.
  • Handle resident complaints using a structured, respectful resolution process.
  • Manage queues and walk-in service centres to reduce waiting times.
  • Apply professional etiquette across telephone, email and digital service channels.
  • Set measurable service standards and turnaround time commitments for a unit.
  • De-escalate difficult interactions with frustrated or aggrieved members of the public.

Course outline

  1. 01Batho Pele Principles in Practice
  2. 02Front-Line Service Standards
  3. 03Complaints Handling Process
  4. 04Queue and Walk-In Management
  5. 05Telephone and Digital Etiquette
  6. 06Setting Turnaround Commitments
  7. 07De-Escalation Techniques
  8. 08Measuring Service Performance

Who should attend

This course is aimed at customer care officers, call centre staff, receptionists and front-line municipal and government service personnel.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Accra2US$1,100
24 to 25 Aug 2026Lusaka2US$1,100
31 Aug to 1 Sep 2026Kigali2US$1,100
7 to 8 Sep 2026Nairobi2US$1,100
14 to 15 Sep 2026Durban2R10,000
21 to 22 Sep 2026Johannesburg2R10,000
5 to 6 Oct 2026Mauritius2US$1,100
12 to 13 Oct 2026Dubai2US$1,100
19 to 20 Oct 2026Lagos2US$1,100
26 to 27 Oct 2026Harare2US$1,100
2 to 3 Nov 2026Kampala2US$1,100
9 to 10 Nov 2026Dar es Salaam2US$1,100
16 to 17 Nov 2026Pretoria2R10,000
23 to 24 Nov 2026Cape Town2R10,000
7 to 8 Dec 2026Online2US$900
14 to 15 Dec 2026Mozambique2US$1,100
21 to 22 Dec 2026Cairo2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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