What is Batho Pele principles mean?

Consultation. Citizens should be consulted about the level and quality of the public services they receive and, wherever possible, should be given a choice about the services that are offered. Service Standards.

How would you describe Batho Pele principles interview?

The term Batho Pele means ‘People First”. In this context, Batho Pele means putting other people first before considering your own needs / yourself. How? By identifying small but important things that can immediately improve the quality of service you provide to your customer.

What is value for money in Batho Pele principles?

One of the eight Batho Pele Principles is the principle of Value for Money. This principle states that “Public Services should be provided economically and sufficiently in order to give citizens the best possible Value for Money.

What are the principles of service delivery?

The principles are: service to the people and the customer concept; consulting users of services; setting service standards; increasing access, ensuring courtesy; providing more and better information; increasing openness and transparency; remedying mistakes and failures; and getting the best possible value for money.

What is Batho Pele principles mean? – Related Questions

What are service standards in government?

In government context, service standards are the rules of engagement between government and citizens. Service standards include targets such as waiting times and hours of operation. Service beneficiaries are entitled to know what level of service they should expect, how services will be delivered and what they cost.

What are examples of service standards?

Some simple examples:
  • Answer the phone within 3 rings.
  • Greet each customer by their first name.
  • Respond to every customer inquiry within 60 minutes.
  • Open a new queue if more than 3 customers are waiting.
  • Check each passenger has their seat belt fastened.
  • Resolve a client problem within 4 hours.

How do you develop a service standard?

Here are four strategies that can help you improve your customer service standards.
  1. Seek Customer Feedback. To provide excellent customer service, you first need understand their needs, experiences, and pain points.
  2. Strengthen Your Customer Service Team.
  3. Use CRM Platforms.
  4. Leverage Multi-Channel Servicing.

Why is it important to develop service standards and targets?

Service standards are important for customers, potential customers, employees and management of a business. They help to define what a customer can expect and to remind management and employees of the challenge and obligations that they face.

What is service standards in an organization?

A service standard is a reasonable and measurable expectation from the customer, and an honest commitment taken by the service provider, to attain or surpass expectations. Service standards have two main goals: Establish yield objectives for employees (ex. answer the phone before the third ring)

What is good customer service in healthcare?

Great medical customer service starts with taking a patient-centric perspective – viewing them as people your company wants to help and acting in a manner that leads to a lifelong relationship.

How would you promote the concept of customer service to all employees?

Teach your employees to listen well by reminding them to let their customers finish their sentences before responding. Everyone wants to feel like someone genuinely cares about their problem and is there to help them. Another tip: Have employees repeat back to their customer what they heard when discussing a problem.

How do you handle angry customers?

How to Deal with Angry Customers
  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you’ll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case’s priority.

How do you handle difficult customers?

10 strategies for dealing with difficult customers
  1. First and foremost, listen.
  2. Build rapport through empathy.
  3. Lower your voice.
  4. Respond as if all your customers are watching.
  5. Know when to give in.
  6. Stay calm.
  7. Don’t take it personally.
  8. Remember that you’re interacting with a human.

How will you handle a call from an angry customer?

10 Ways to De-escalate and Handle an Angry Phone Call Using Good Customer Service
  1. Stay Calm. It’s no good if both the caller and call centre staff are getting angry.
  2. Pick Your Words Wisely.
  3. Let the Customer Talk.
  4. Consider Your Way of Speaking.
  5. Try not to put them on hold.
  6. Be Honest.
  7. Stay Positive.
  8. Use A Script.

What do you say to a rude customer?

Ways to deal with rude customers
  • Be empathetic. The simplest way to handle rude customers involves using empathy.
  • Listen actively.
  • Chunk the issue.
  • Repeat what the customer has said back to them.
  • Stay calm and stoic.
  • Offer solutions.
  • Offer a sincere apology.
  • Set a time to follow up with the customer if necessary.

What should you not say to an angry customer?

12 Worst Things Never to Say to Angry Customers
  • 1. “ You’re wrong”
  • “Why didn’t you…? Asking a customer why something was or wasn’t done would only make them start looking for excuses.
  • “You shouldn’t have done that”
  • “Please calm down”
  • “Let me speak”
  • “It’s no big deal”
  • “It’s not my/ our fault”
  • “I don’t know”

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