Implementation of Customer Service Training Programme 2015


We as the Department of Economic Development and Tourism will be introducing the CATHSSETA Customer Services Training Programme in the 2015/2016 financial year. This Programme  was developed by NDT and CATHSSETA after the Customer Service Excellence Report was concluded. It was identified that there is a need for a more intense programme to ensure that the industry’s need to decrease the inconsistent levels of customer service.

The training can only be facilitated by CATHSSETA accredited facilitators, in the Western Capethere is currently two accredited Service Providers.

The Department will work closely with co-ordinators in the regions and the District Municipality to assist with the recruiting of the beneficiaries, finding suitable venue and catering for the programme.

The Customer Services Training Programme responds to the need that customer service needs to be matched and sustained to global standards.  This project tries to alleviate the inconsistent service levels within the Tourism and Hospitality Industry.  This project will focus on the current workforce in the Industry.

This programme is a 7-day training programme but will be rolled out as follows: respectively in a period of three weeks (2 days in week 1 and 2 days in week2 and 3 days in week 3). The reason being we are aware that employees being away from their workplaces would be intruding on their operations in the workplace, hence the decision for the two weeks.

The Eden District has showed interest to roll-out the Customer Care Programme.

The 120 beneficiaries will come from Knysna, Oudtshoorn and other Eden towns.

Areas to be covered in this training:

Introduction to Customer Service Level 4 Advanced Customer Service Level 5
Module 1: Customer Service Excellence
ü Provide Customer Information
ü Book External Services
ü Deal with arrival of customers
ü Provide customer service
Module 1:Improve Customer Service
ü Deal with Customers
ü Service Recovery
ü Improve Customer Satisfaction
Module 2: Relate Diversity to Customers Service
ü Issues relation to diversity
ü Accommodating diversity
Module 2:Sustainable Tourism
ü Sustainable tourism
ü Stakeholders in sustainable tourism
ü Personal contribution
Module 3: Introducing South Africa to Customers
ü Share information about South Africa
ü Advise on appropriate behaviour
ü Suggest and recommend alternative arrangements
Portfolio of Evidence Portfolio of Evidence

Criteria for the Customer Services Training:

The beneficiary must be a South African citizen and must have completed Matric/Grade 12, The candidate must currently be employed by the organisation/business.

All employees and tourism stakeholders, currently working in the Tourism/Hospitality industry are invited to participate in a 7 day program on Customer  Service Training that will take place in the George area in the month of August.

Kindly see attached the Overview of the Roll-Out of the CATHSSETA Accredited Customer Services Training Program as provided by the Department of Economic Development and Tourism (Western Cape)

The dates for the session in the  George/Mossel Bay area is as follow:

  • 06-07 August 2015
  • 13-14 August 2015
  • 19-21 August 2015


  • 08:30 – 15:30

Venue to be confirmed soon.

Please contactme if you or any of your staff members are interested in attending this training. Please note that the program can only accommodate a group of 25 people.  RSVP as soon as possible to ensure your attendance.

Melanie Martins
Tourism Official
George Tourism Department
Tel: 044 801 9299

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