Type
Workshop
CIFAL Durban - Customer Service Symposium
Location
Durban, South Africa
Date
-
Duration
3 Days
Programme Area
Decentralize Cooperation Programme
Registration
Invitation-only event
Mode of Delivery
Face-to-Face
Language(s)
English
Pillar
People
Partnership
CIFAL Durban, eThekwini Municipality, SALGA, COGTA Durban
Background
Customer Service Symposium – addressed front-line service delivery, complaint handling, and enhancing public satisfaction with municipal services.
Learning Objectives
Customer Service Symposium
- Define service excellence in a public sector context.
- Apply principles of professionalism and responsiveness.
- Handle public complaints and conflict effectively.
- Foster a culture of accountability and respect toward residents.
Content and Structure
Customer Service Symposium
Content:
- Principles of effective public service and the Batho Pele framework
- Understanding community needs and improving responsiveness
- Designing citizen-centric service systems
- Strategies for managing complaints and difficult customer interactions
- Digital service delivery and the role of technology in customer service
- Measuring service satisfaction and using feedback for improvement
- Case studies of successful customer service innovations in municipalities
Methodology
The course is offered in Synchronous learning:
- Presentations and Interactive lectures online and face-to-face.
- . Participate in real-time, interactive training sessions led by subject matter experts.
Targeted Audience
Municipal Officials, Provincial and National Government officials, Private Sector, Local Business, Local authorities
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