Have the Image of the University at Heart in Your Service Delivery – HR Entreats Faculty Administrators
The Deputy Registrar in charge of the Division of Human Resource, Mrs. Christie Okae-Anti has charged Administrators of the various faculties of the university to render quality service to customers of the university and exhibit confidentiality in the discharge of their duties. She made these remarks at a two-day workshop held at the Registrar’s Conference Room from 26th to 27th April, 2017.
The workshop which aimed at equipping Administrators with skills to be able to deliver high quality service to clients or customers of the university brought together 40 administrators from various faculties of the university and three facilitators; Mr. Steve van Kamassah, Mrs. Wilhelmina Tete-Mensah and Ms. Patricia Appiah-Boateng. Topics presented included “Work Ethics” and “confidentiality of the front desk manager" and "customer service delivery.”
Speaking on customer care service, the Deputy Registrar in charge of Publications and Communication, Mr. Steve van Kamassah said “as a customer care service provider, to meet the customer’s requirement before, during and after, one must provide and deliver professional, helpful, high quality service and assistance”. He again said that customer service providers should be able to anticipate the needs of the customer, treat the customer politely and also should be able to distinguish between primary and secondary customer in order to render good and quality service to a customer.
Regarding the characteristics of customer service, he enumerated four qualities – promptness, politeness, professionalism and using customers name effectively that customer service providers must have as their hallmark.
He further reiterated that “every customer wants recognition, attention, relationship, information and trust” and therefore a customer service provider must be organized, be an excellent communicator, ensure consistency, and understand the type of customer to be engaged.
The Deputy Registrar in charge of the Division of Academic Affairs, Mrs. Wilhelmina Tete-Mensah and a Senior Assistant Registrar at the Division of Academic Affairs, Ms. Patricia Appiah-Boateng took participants through “Work ethics and confidentiality of the front desk manager”. In the presentation participants were entreated to exhibit good work ethics and showcase confidentiality in the service they render to the customers of the university so as to protect the image of their institutions.
They indicated that a staff equipped with good work ethics have the image of the institutions at heart and therefore will not disclose confidential information to the public.
Touching on confidentiality, they stated that the administrator ought to communicate with ethical considerations and do their best to protect employee information, clearance information, management information, university seals and business information.
Participants were also put into groups with each group given a case study to analyze and present at the workshop.
The workshop was co-ordinated by Mr. Isaac Donkoh, a staff at the Training and Development Unit of the Division of Human Resource.
Source: Media Relations