PURPOSE OF THE UNIT STANDARD
This Unit Standard is intended for elected political leaders and public sector officials involved with the service delivery activities that require use of public assets to render services to the communities. This Unit Standard contributes to the development of management skills of South Africa’s public officials and political executives, strategic executive managers and other role-players contributing to the development of improved service delivery to communities. The qualifying learner will be able to apply the appropriate knowledge, skills and values to employ client service techniques that are suited to varying customer behaviour and characteristics.
The qualifying learner is capable of:
- Analysing the relationship between service communication and client behaviour and characteristics.
- Applying client service techniques.
- Applying client techniques to high-risk customer relations.
- Applying professional conduct in service provision.
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE
The learner must demonstrate an understanding of:
- The Public Services Act
- The Municipal Systems Act and the Municipal Structures Act
- The Promotion of Administrative Justice Act
- The Promotion of Access the Information Act
- The Batho-Pele White Paper on Transforming Public Sector Service Delivery
- Public Finance Management act
- Information flows within the organisation
- Client service techniques
- Communication obstacles and techniques
Specific Outcomes and Assessment Criteria:
SPECIFIC OUTCOME 1: Analyse the relationship between service communication and client behaviour characteristics.
ASSESSMENT CRITERION 1: Differing client behaviour and characteristics are described in relation to the Public Service context.
ASSESSMENT CRITERION 2: Client service techniques that are applicable to internal and external customers are discussed and detailed in accordance with the Public Service Sector.
ASSESSMENT CRITERION 3: Client service techniques to ensure effective communication with differing customer types are selected according to Public Service requirements.
ASSESSMENT CRITERION 4: Feedback and reporting processes that provide for service are described in relation to how they impact on clients in varying public sector contexts.
SPECIFIC OUTCOME 2: Apply client service techniques.
ASSESSMENT CRITERION 1: Sources of communication difficulties and obstacles with internal and external clients are identified according to the Public Service Sector.
ASSESSMENT CRITERION 2: Service provider’s behavioural style is adapted to suit different client behaviours in accordance with organisational guidelines.
ASSESSMENT CRITERION 3: A client service technique is selected and applied to suit the customer service context according to Batho Pele principles.
ASSESSMENT CRITERION 4: Report feedback on the impact of the applied client service techniques in accordance with organisational procedures.
SPECIFIC OUTCOME 3: Apply client service techniques to high-risk customer relations.
ASSESSMENT CRITERION 1: Client relations and service delivery research is collated and organised to identify high-risk areas of provision within the Public Service Sector.
ASSESSMENT CRITERION 2: Communication techniques suited to high-risk customer relations is identified and applied in accordance with organisational policies and procedures.
ASSESSMENT CRITERION 3: Appropriate actions and plans are devised and deployed in time to avoid crises in line with specific sector procedures.
ASSESSMENT CRITERION 4: Mechanisms for recording future high-risk customer relations are designed and maintained on an ongoing basis.
SPECIFIC OUTCOME 4: Apply professional conduct in service provision.
ASSESSMENT CRITERION 1: The principles of Batho Pele are applied when dealing with internal and external clients.
ASSESSMENT CRITERION 2: The rights of customers are upheld and discussed in all contexts of service provision in accordance with the Batho Pele principles.
ASSESSMENT CRITERION 3: Organisational values and ethics are applied to service delivery within a team context.
ASSESSMENT CRITERION 4: Contingency plans are developed and communicated to all service delivery team members as per organisational practice.
- Lectures 16
- Quizzes 0
- Duration 50 hours
- Skill level All levels
- Language English
- Students 0
- Certificate No
- Assessments Yes
Analyse the relationship between service communication and client behaviour characteristics.
Apply client service techniques.
Apply client service techniques to high-risk customer relations.
Apply professional conduct in service provision.