Course Description
Quality service delivery is fundamental to an efficient, responsive, and citizen-centred public service. This programme provides participants with the knowledge and practical skills to deliver high-quality services, meet stakeholder expectations, and contribute to a culture of continuous improvement and service excellence.
Course Objectives
The objectives of the course are to enable participants to:
- • develop an understanding of quality service principles in a public sector context, particularly within educational services.
- • equip staff with practical tools and techniques for delivering high-quality service to internal and external stakeholders.
- • foster a proactive, citizen-centric approach to continuous service improvement.
Learning Outcomes
By the end of this course, participants will be able to:
- • explain the principles and importance of quality service delivery.
- • identify the needs and expectations of internal and external customers.
- • apply effective techniques for managing complaints and resolving service issues.
- • contribute to building a culture of quality, accountability, and continuous improvement.
- • promote customer-focused practices within their organisation.
Topics covered:
- • Principles of Quality Service in the Public Sector
- • Quality Management Principles
- • Benefits of Quality Service
- • Cost of Poor Quality
- • Role of Public Officers in Service Delivery
- • Citizen Expectations and Accountability
- • Understanding Internal and External Customers
- • Stakeholder Mapping and Service Pain Points
- • Handling Complaints and Difficult Situations
- • De-escalation and Complaint Resolution Techniques
- • Building a Customer-Centred Service Culture
- • Service Standards, Team Accountability, and Continuous Improvement