The Constitution of the Republic of South Africa states that public servants must deliver services to improve the general welfare of the citizens. The public servants therefore have a duty to the citizens to deliver effective and efficient public services that will be to the satisfaction of the citizens to improve their well-being. However, this is not the case since service delivery protests have become the norm, with citizens regularly protesting about the services received from the various municipalities. Citizens are not happy about the level of service delivery received and therefore take to the streets to render their unhappiness. The City of Tshwane Metropolitan Municipality is no exception, as service delivery protests have also plagued the municipality and during 2016, the media referred to the protests as Tshwane burning. The municipal frontline staff are at the coalface of service delivery and are often the only public servants that the citizens come into contact with. The municipal frontline staff deliver services to the public on a daily basis and should possess the necessary knowledge, skills, behaviours, attitudes and competencies to deliver professional services. This article will describe what the Customer Care Consultants think should be included in the design of an essential model for training and development for Customer Care Consultants at the City of Tshwane, as they are at the forefront of service delivery. It does so by drawing on an extensive case study using a qualitative questionnaire toexplore the views and perceptions of the municipal frontline staff. The article seeks to add to the body of knowledge by critically analysing the views provided by the Customer Care Consultants on the content for a training and development modelfor Customer Care Consultants at the City of Tshwane. This study reports on research undertaken for the author’s doctoral research conducted during 2018 and culminates in a training and development model for municipal frontline staff.

南非共和国宪法规定，公务员必须提供服务以改善公民的总体福利。因此，公务员有义务向公民提供有效和高效的公共服务，使公民满意以改善其福祉。但是，情况并非如此，因为服务提供抗议已成为常态，公民定期抗议从各个市政当局收到的服务。市民对所提供的服务水平不满意，因此走上街头表达不满。茨瓦尼市政府也不例外，因为提供服务的抗议活动也困扰着该市，2016年，媒体将抗议活动称为茨瓦内燃烧。市政一线工作人员是服务提供的坚强代表，通常是与公民接触的唯一公务员。市政一线工作人员每天向公众提供服务，并应具备提供专业服务所需的必要知识，技能，行为，态度和能力。本文将描述客户服务顾问认为应该在Tshwane市的客户服务顾问培训和开发的基本模型的设计中包括的内容，因为它们处于服务交付的最前沿。它是通过使用定性问卷调查广泛的案例研究来探索市政一线工作人员的观点和看法的。本文旨在通过批判性地分析客户服务顾问对Tshwane市客户服务顾问的培训和发展模型的内容提供的观点来增加知识体系。该研究报告了为作者在2018年进行的博士研究而进行的研究，最终形成了针对市政一线工作人员的培训和发展模型。