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Ministry of Infrastructure, Science and Technology (MIST)
MIST Conducts Countrywide Customer Care Training
06/10/10
MIST Conducts Countrywide Customer Care Training

In an effort to improve service delivery to the public, the Ministry of Infrastructure, Science and Technology has embarked on countrywide staff training workshops on Customer Service from 5 - 14 October 2010.  These workshops were officially opened on the 5th October 2010 at Fairgrounds Conference Centre by the Permanent Secretary to the President, Mr. Eric Molale who is the Head of the Public Service.


These workshops are being facilitated by Ms. Grace McGee - the owner and founder of With Grace, a management consulting company focused on public sector excellence - under the full sponsorship of the United States Department of State. The purpose of these trainings, among other things, is to improve staff sensitivity to customer needs and awareness of service quality excellence thus increasing public trust and customer satisfaction. The theme “Leading Customer Service Excellence: Serving with Grace” revolves around the acronym GRACE which stands for GENEROSITY, RESPECT, AWARENESS, CREATIVITY and EXCELLENCE.


Delivering his keynote address, Mr. Molale challenged the Directors and CEO’s to stop working hard and start working SMART and lead by example in customer care as he felt their commitment was lacking saying, “Management commitment to service delivery should transcend to department level, filtered down by Directors”. He went further to state that commitment of management to customer care should be guided by family values as they are the foundation of a bigger picture which is the work place.


Mr. Molale also urged the managers to start instilling organizational belief in their junior staff members as their (Managers) performance is looked at based on the performance of their subordinates saying “you do bad because your employees do bad and good because they do good”. He also cited that customer care should not just be a mere benevolence as it can help an individual to progress in the organization hierarchy.


The workshops will continue across the country in strategic places and will include training of the Ministry’s Outstation Offices (Depots and Regional offices). The first of these training workshops was held immediately after the official opening and it included Senior Management from all of the Ministry’s Departments and Parastatals and some Area Managers.


Ms. McGee will be accompanied by eight representatives from the Ministry who will be her protégés and will be expected to continue training other staff after she has completed her two weeks stay in the country. Ms McGee and her team’s schedule is as follows:


• Mahalapye on the 6th October 2010 
• Maun on the 7th October 2010
•  Kasane on the 9th October 2010
• Kang on the 12th October 2010
• Gaborone on the 14th October 2010


From this training the Ministry expects to increase the possibility of achieving its vision and to be the Ministry of choice. Ms. McGee is expected to fly back to the USA on the 16th October 2010.

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