Participants at the training session
Administrative Staff at the College of Education (COE) have received training on customer service. The programme was organized by the Office of Institutional Advancement (OIA) as part of a series of activities planned by the OIA for the development of the University’s internal stakeholders.
The two-part training programme was aimed at providing administrators at the College of Education with the requisite knowledge to drive higher levels of operational excellence through quality service delivery.
Prof. Samuel Kwasi Dartey-Baah – Director, OIA
The Director of OIA, Professor Samuel Kwasi Dartey-Baah, expressed gratitude to the participants for availing themselves for the programme and explained that the Office of Institutional Advancement was committed to driving the progress of the University in all areas. He mentioned that the OIA’s drive is all-encompassing and indicated that several other training programmes and activities will be organised. He added that improving internal and external stakeholders’ experience is an important and integral part of the University’s advancement strategy.
Prof. Ernest Tweneboah-Koduah facilitating a session
The first part of the training session was facilitated by Professor Ernest Yaw Tweneboah-Koduah of the Department of Marketing and Entrepreneurship at the University of Ghana Business School.
Professor Tweneboah-Koduah underscored the need for customer service best practices among administrators. He stressed that employees are at the core of ensuring the continuity of organisations through the provision of services, and therefore encouraged participants to embody the University’s core values and ensure that these values are visible in their conduct at all times.
Ms. Adwoa Abrokwa facilitating the practical session
The second part of the programme was a practical session facilitated by Ms. Adwoa Abrokwa, Head of the Alumni Relations Unit of the OIA. Participants were divided into groups and were asked to evaluate the state of customer relations in their respective units, and afterwards, generate a plan to improve customer relations. Each group was represented by a leader who was tasked to oversee the implementation of the group’s objectives.
Participants shared their experiences with service delivery in their respective units as well as their experiences with different customers. Based on these experiences, it was easier for participants to clearly understand the importance of quality service delivery in driving operational excellence and its link with the attainment of the University’s strategic goals and objectives.
Ms. Abrokwa thanked participants for their active participation and lauded the innovative ideas shared by participants during the presentation session. She encouraged all to commit to implementing the goals agreed upon. She hinted that the OIA will contact participants individually and as a group to monitor and evaluate the implementation of the presented plans to ensure that participants and the College as a whole, derive optimum value from the programme.
Earlier in the programme, the College Secretary, Mr. Joseph Oduro Nkansah welcomed participants to the workshop.
The training had over fifty (50) administrators physically present at the training venue and about thirty (30) administrators participating online from the College’s satellite campuses across the country.
Participants acknowledged the relevance of the programme and asked that such trainings be extended to the entire staff population to ensure every member of staff understands the need for quality service delivery and how to practically drive the advancement of the University through such engagements.
A Group photo of participants at the training
