The Human Resource Directorate of the University has held a two- day Customer Service Training at the School of Graduate Studies for some senior members of the University. The Training which is one of the initiatives of the Vice-Chancellor seeks to enlighten staff on the need to improve upon the quality of service rendered to stakeholders of the University.
Kofi Bentil, Chief Executive Officer of Bentil Strategic and Management Consulting Firm, who facilitated the Training said, “service must be done to make people feel at ease. The University must develop systems that eliminate suffering for students. This will make them proud and feel honoured to be a part of the alumni” he said. He explained that, the management roles can be divided into three categories, namely: management and front liners. Leaders, he said, have the responsibility of dreaming and conceptualizing what the vision of the University in terms of customer service and must to communicate it well with their team.
Mr. Bentil indicated that management is about how to empower staff to execute the goals that have been envisioned by the leaders, staff are to continually improve themselves and support the performance of their colleagues. “Management must act as shepherds to their teams in the workplace. They must be able to design and implement systems that work effectively even if they are absent. If a subordinate refuses to work effectively, management is to be held responsible” he said.
Front liners, as described by Mr. Bentil, act as boundary spanners to the organization. They are to apply resources provided by the leaders in performing tasks and executing goals. Satisfaction must be delivered by this team as well as feedback. The boundary spanner is as important as the Vice Chancellor in his or her line of duty.
Present at the training were Prof. Okoe Amartey, Vice-Chancellor of the University, Prof. Charles Barnor, Pro-Vice-Chancellor, Dr. Seidu Mustapha, Registrar, as well as Heads of various Directorates