Staff Involved in Academic Processes and Services Trained on Customer Excellence
In a strategic move to significantly enhance service delivery and stakeholder engagement, the Human Resource and Organisational Development Directorate (HRODD) through its Performance, Education and Training (PET) Unit, supported the Academic Affairs Directorate (AAD) to successfully organise a comprehensive two-day Customer Experience Training Programme for staff involved in student services and processes.
Held on the 24th and 25th of April 2025 at the Noguchi Conference Hall, the programme targeted staff from the Academic Affairs Directorate (AAD), College/School of Graduate Studies Academic Offices, the IT Directorate and the Students Accounts Office as well as units central to student-facing service delivery.
This training was a direct response to concerns raised during a consultation meeting in July 2024 with the Pro Vice-Chancellor (Academic and Student Affairs). During that meeting, issues such as service gaps, rising student dissatisfaction observed by the Vice-Chancellor and on social media, understaffing, communication problems, missing grades and difficulties with university systems were discussed. Exceptional customer service was stressed as a necessity for the University's success and reputation.
The training was organised as a key outcome of these discussions to address challenges and elevate the student experience. With 113 participants, the programme focused on equipping staff with practical skills to deliver empathetic, professional and efficient services.
The resource persons provided crucial support by facilitating various key sessions during the training programme. Dr. Gladys Setordzie from the Careers and Counselling Directorate guided participants on “Emotional Intelligence in Service Delivery”, while Prof. Ernest Yaw Tweneboah-Koduah of the UGBS Marketing Department explored “What Customers Want and Handling Difficult Conversations”.
Mr. Benjamin Cobblah from the IT Directorate delivered a session on crucial “Cybersecurity and Data Privacy” principles. There was also a session during which Ms. Afua Tsegah, CEO of Ivory Authentics, provided techniques for “Customer Management and Complaint Resolution”, including strategies for de-escalating conflicts. Another resource person, Mr. Chris Tsegah, Managing Partner at Image & Props Ltd., focused on “Developing a Customer-Centric Culture” and the importance of Teamwork. Prof. Margaret Ivy Gyan from the Department of Communication Studies also took participants through the “UG Anti-Sexual Harassment Policy.”
Finally, Ms. Angela Solomon from MTN shared insights on “Elevating Customer Service Through Technology”. Together, these experts equipped staff with diverse skills and knowledge essential for enhancing the student experience
Interactive sessions, including role-playing scenarios, helped participants reflect on real-life interactions and connect the training to daily service challenges. Participants also engaged in collaborative action planning to brainstorm realistic solutions for improving communication, process efficiency, inter-team support and the use of technology.
The Director of the Academic Affairs Directorate, Mrs. Lydia A. Nyako-Danquah, and the Registrar, Mrs. Emelia Agyei-Mensah, both highlighted the programme's importance. The Registrar expressed a personal hope that such training would become a regular event, perhaps once in every two years, seeing it as a crucial investment in the collective capacity of the staff.
The training concluded with recommendations for ongoing improvements, such as regular refresher training, developing a clear Customer Service Charter, enhancing internal communication, better use of digital platforms and implementing systems to gather student feedback.
Key Officials in attendance included Mrs. Emelia Agyei-Mensah, Registrar; Mrs. Lydia Anowa Nyako-Danquah, Director, Academic Affairs Directorate (AAD); Dr. Yvonne A. Lamptey, Director, Human Resource and Organisational Development Directorate (HRODD); Mr. Samuel K. Acheampong, Head, Performance, Education and Training (PET) Unit and Prof. Samuel Kwasi Dartey-Baah - Director, Institutional Advancement Directorate, amongs others.