UTech Annual Report 2018-19

Accredited by the University Council of Jamaica (UCJ) ANNUAL REPORT 2018-2019 University of Technology, Jamaica 95 values the OCSA continues to engage in various activities on the campus through mystery shopping as well as via Customer Service training. Plans to move forward with the official launch of a customer service charter is on the way. It is hoped that this new paradigm will help with guiding the processes and new mission and vision of the university. Call Centre The University Call Centre officially commenced operating on November 9, 2018 staffed, by (10) ten agents inclusive of two permanent staff and (8) eight Earn and Study Students. The Call Centre was implemented based on the need for the University to improve its accessibility via telephone to its customers. Statistics now show that the University is operating within the industry standard. New Initiatives “Catch Me Delighting the Customer” The Office of the Customer Service Advocate (OCSA) embarked on a newmystery shopping initiative during the period called “Catch Me Delighting the Customer”. This initiative was originally developed by the Jamaica Customer Service Association (JaCSA) a few years ago in order to raise the service bar by encouraging organizations to go beyond their customers’ average expectations. Mr. Noel Bennett, Security Guard from the Main Administration Building was “caught delighting the customer” on several occasions; after receiving ongoing feedback, the OCSA randomly approached staff members to gather a few testimonials on the service provided by Mr. Bennett. Customer Service Standards Staff Customer Service Training The OCSA hosted 2 staff training sessions for 2019 over (2) two days (March 26 and 27). The target audience focused on new staff. President’s Award for Excellence in Customer Service Mr. Stephen Tyrell, from the Student Records Office in the Division of Student Services was awarded the President’s Award for Excellence in Customer Service at the 48th University’s Annual Staff Awards Function held in May 2018. This award is presented annually to an individual staff member who displays exceptional performance resulting in superior customer service delivery to internal and/or external customers. Customer Service Surveys The 4th area to conduct the Net Promoter Score (NPS) survey for Semester 1 of the new Academic Year 2018/19 continued with the Faculty of The Built Environment. The results of the surveys are discussed with the respective areas with a view to identifying areas for improvement and to continue in areas of excellence. The Net Promoter Score is a simple but powerful tool to measure client satisfaction with one single question which seeks to determine the willingness of customers to recommend a company’s products or services to others. Mr. Stephen Tyrell of Student R ecords Unit receives the President’s Award for Excellence in Customer Service