UTech, Jamaica 2016-17 Annual Report

University of Technology, Jamaica ANNUAL REPORT 2016-2017 Page 123 Excellence Through Knowledge President’s Award for Customer Service The 6th Annual President’s Award for Excellence in Customer Service was presented at the University’s Annual Staff Awards Function held in May 2016. The award was presented to Mr. Kevin Halstead, Accounting Assistant in the Division of Finance and Business Services. Mr. Halstead has demonstrated service beyond expectation and has gone beyond the call of duty consistently. 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 Training Twenty four staff members on the Papine Campus were offered training in various aspects of customer service. Customer Service Surveys A new survey called the Net Promoter Score Survey was introduced and piloted in three departments, Human Resources, Faculty of Engineering and Computing and College of Business and Management. The Net Promoter Score measu res cus tome r experience and predicts business growth. This proven metric provides the core measurement for customer experience management programmes and are used to identify areas for improvement. “Mystery Shopping” The OCSA conducted a mystery shopping exercise in May 2016 as a part of the Staff Development Week activities. The main objectives were to test if the University’s standard greeting is used each time a customer calls the university and to test if the average waiting time for answering the phone is being adhered and to see how the average customer is treated. Kevin Halstead (right), Accounting Assistant accepts the President’s Award for Excellence in Customer Service from Prof. Colin Gyles, the then Acting President.