Date: April 28, 2025
In a proactive move to enhance service delivery and stakeholder engagement, the Academic Affairs Directorate (AAD) successfully held a two-day Customer Experience Training Programme from April 24 to 25, 2025. The event, hosted at the Noguchi Conference Hall, was specifically organized by the Human Resource and Organizational Development Directorate (HRODD) and the Performance Enhancement Team (PET) Unit for staff within the Directorate and its affiliated offices.
The training brought together over 100 participants, representing the AAD, College Academic Offices, the IT Directorate, and the Students Accounts Office. This comprehensive gathering was prompted by feedback regarding service gaps and student dissatisfaction raised during a July 2024 stakeholder consultation with the Pro Vice-Chancellor (Academic and Student Affairs).
Throughout the sessions, expert facilitators used interactive methods to explore essential themes, including:
Emotional Intelligence and its role in professional interactions.
Developing a customer-centric mindset to better serve the university community.
Strengthening teamwork across different administrative units.
Leveraging digital service tools to streamline academic processes.
The programme concluded with a commitment to long-term improvement, featuring recommendations to institutionalize regular training, develop a formal customer service charter, and enhance performance tracking. By equipping staff with these modern service strategies, the Directorate aims to ensure a more responsive and professional experience for every student and alumnus.