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service, which included being patient with clients.

“There is already stigma surrounding the treatment of people who visit the master’s office, which is why it is important that we remind ourselves of customer service skills in order for the public to feel free when being attended to at the offices. We need to learn skills such as sympathy and patience, as these people are usually coming to the offices due to having burdens which may include death and disputes among families. This is why we need to be as patient and as sympathetic as we can but remain honest,” she said.

Weaknesses

Dludlu then requested the participants to state the assistant master’s office’ weaknesses and strengths.

Among their weaknesses they mentioned issues including the negative perception people had about them, which made it hard for them. They also stated that they had problems with the lack of resources which made their work harder. Regarding their strengths, they mentioned that they were good with team work and as a result, it was easier to seek assistance even from those outside their regions.

Dludlu then advised the assistant Masters to consistently remind each other about the importance of customer service. She said they should find pleasure in being professional and of assistance to emaSwati as in doing so one would also feel good about themselves. Phumlani Dlamini, the Legal Advisor at the Commission on Human Rights addressed the right to inheritance. He said it was important that the assistant masters ensured that their customer service skills would not infringe on the rights of their clients.

He said this was because as per the complaints of some clients who had not received proper assistance from the master’s offices, some could not enjoy their rights.

“We as the Commission on Human Rights advice the clients on what to do, based on the information we get from the person, hence the importance of having full participation from the master’s office in order for us to correctly advise them . We have had a pile of complaints from officers in Hlatsi and we have tried sending through letters with the hope to get clarity on some of the matters but have not been able to get assistance. Please respond to the letters,” he said.

Meeting

He expressed hope that the meeting would help in ensuring that all the challenges they were facing with the office would be sorted and the commission together with the office would establish a good working relation. He said this was towards helping emaSwati through honesty, integrity and sympathy. “We are hopeful that from this day going forward, we, together with the master’s offices will be able to work together in order for us to be ensured that emaSwati get the help they need from us,” he said.