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4th
March 2008
TBS Client Service Charter underway
The Tanzania Bureau of Standards (TBS)
is working on a Client Service Charter
to continuously improve service delivery
to the general public and other
stakeholders.
This was revealed on February 27, 2008
by TBS Director Mr. Charles Ekelege in
his introductory remarks prior to the
commencing of a customer care awareness
course for TBS and the Weights and
Measures Agency (WMA) managers and
senior officers, which took place at the
Blue Pearl Hotel, Ubungo, in Dar es
Salaam.
Mr. Ekelege said in this era of
globalization and competition, it is
essential that TBS develops a Client
Service Charter to maximize the
effectiveness of its service delivery
and achieve better results for its
clients.
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Tanzania
Bureau of Standards (TBS) and Weights and
Measures Agency (WMA) managers and senior
officers in a group photo with Service
Excellence Consultant Ms Joy Nyagongo (front
row, centre) during a Customer Care Awareness
Course conducted at the Blue Pearl Hotel in Dar
es Salaam, 27 – 29 February, 2008. |
"The
Client Service Charter will let our
clients know what they can expect in
their dealings with us, and what we
expect of them," said Mr. Ekelege,
adding that if TBS clients’ expectations
are met, clients will be more likely to
cooperate with the Bureau while on the
other hand if TBS fails to meet their
expectations, clients may become
frustrated and non-compliant.
The course which was conducted by
Service Excellence Limited and
facilitated by Ms Joy Nyabongo ran for
three days and involved managers, heads
of departments, heads of sections and
heads of units from TBS and WMA.
Over-all the course encompassed six main
topics namely The Role of Frontline
Staff, Characteristics of a Good
Service, Customer Expectations, Handling
of Complaints, Effective Communication
and Internal Customers.
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