University of Technology, Jamaica 100 Bar graph showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Main Campus. Bar graph showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Western Campus. Pie Chart showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Arthur Wint Campus. Orientation In August 2019, the OCSA participated in the University’s Student Orientation titled “Week of Welcome (WOW)”. A booth was mounted displaying brochures, bookmarkers, fact sheets, campus guides and souvenirs which included give away and spot prizes from the office On August 19, 2019 the OCSA sensitized new students about the Office and the University’s core values, by asking questions and in return there were lunch vouchers and phone credit giveaways as incentives. Customer Service Surveys 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. Three other areas will be targeted. The 4th area to conduct the Net Promoter Score (NPS) survey for Semester 1 of the new Academic Year 2019/20 will begin with the Faculty of the Science and Sports. The results of the survey will be discussed with the respective area with a view to identifying areas for improvement and to continue in areas of excellence. Net Promoter Score Form Advancement Division Cont’d. 127 Community to participate in a Cross Word Puzzle Challenge. Call Centre Training The OCSA hosted a one-day training session on October 11, 2019 between at Calvin McKain Library. The students were trained in the following areas: Understanding UTech, Jamaica’s Core Values, Customer Service in a Higher Education Institution, Understanding UTech, Jamaica’s Customers, Briefing on the Admissions and Enrollment Process, Student Records, Health Services and Student Services. Training is set to continue quarterly. Staff Customer Service Training The Office hosted four staff training sessions for the reporting period over a three-day period beginning March 26, 2019. The following areas were the main focus: Understanding UTech, Jamaica’s Core Values, Customer Service in a Higher Education Institution, Understanding UTech, Jamaica’s Customers, Emotional Intelligence, Handling Difficult Behaviours in Customers and Bridging the Customer Service Gap through Improved Interpersonal Skills. A total of seventy staff members were trained and evaluations were analyzed for quality, audit and objective purposes. Bar graph showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Main Campus. 128 Bar graph showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Western Campus. Pie Chart showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Arthur Wint Campus. Orientation In August 2019, the OCSA participated in the University’s Student Orientation titled “Week of Welcome (WOW)”. A booth was mounted displaying brochures, bookmarkers, fact sheets, campus guides and souvenirs which included give away and spot prizes from the office On August 19, 2019 the OCSA sensitized new students about the Office and the University’s core values, by asking questions and in return there were lunch vouchers and phone credit giveaways as incentives. 128 Bar graph showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Western Campus. Pie Chart showing the total ratings for the overall satisfaction of the Customer Service Workshop from the Arthur Wint Campus. Orientation In August 2019, the OCSA participated in the University’s Student Orientation titled “Week of Welcome (WOW)”. A booth was mounted displaying brochures, bookmarkers, fact sheets, campus guides and souvenirs which included give away and spot prizes from the office On August 19, 2019 the OCSA sensitized new students about the Office and the University’s core values, by asking questions and in return there were lunch vouchers and phone credit giveaways as incentives. Customer Service Surveys The Net Promoter Score is a simple but powerful tool to measure client satisfaction with one singl question which seeks to determine the willingness of customers to recommend a company's products o services to others. Three other areas will be targeted. The 4th area to conduct the Net Promoter Score (NPS) survey fo Semester 1 of the new Academic Year 2019/20 will begin with the Faculty of the Science and Sports. Th results of the survey will be discussed with the respective area with a view to identifying areas fo improvement and to continue in areas of excellence. Net Promoter Score Form
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