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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.

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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

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Blantyre2US$1,100Closed
29 to 30 Sep 2026Mozambique2US$1,100Register
30 Sep to 1 Oct 2026Nairobi2US$1,100Register
1 to 2 Oct 2026Dar es Salaam2US$1,100Register
5 to 6 Oct 2026Kigali2US$1,100Register
6 to 7 Oct 2026Kampala2US$1,100Register
7 to 8 Oct 2026Accra2US$1,100Register
8 to 9 Oct 2026Lagos2US$1,100Register
12 to 13 Oct 2026Cairo2US$1,100Register
13 to 14 Oct 2026Mauritius2US$1,100Register
14 to 15 Oct 2026Dubai2US$1,100Register
15 to 16 Oct 2026Online2US$900Register
26 to 27 Nov 2026Johannesburg2R10,000Register
30 Nov to 1 Dec 2026Cape Town2R10,000Register
1 to 2 Dec 2026Durban2R10,000Register
2 to 3 Dec 2026Pretoria2R10,000Register
3 to 4 Dec 2026Windhoek2US$1,100Register
7 to 8 Dec 2026Gaborone2US$1,100Register
8 to 9 Dec 2026Maseru2US$1,100Register
9 to 10 Dec 2026Mbabane2US$1,100Register
10 to 11 Dec 2026Lusaka2US$1,100Register
14 to 15 Dec 2026Harare2US$1,100Register
17 to 18 Dec 2026Lilongwe2US$1,100Register

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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Next session
5 to 9 Oct 2026
Venue
Lagos
5 day programme
FromR18,000
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