The Faculty of Engineering, in collaboration with the Department of Marketing, hosted a capacity-building workshop on May 15, 2025, aimed at enhancing customer service delivery within its Production Services Unit.
The training brought together staff from the Auto Workshop, Welding, and Production Units to refine their communication skills and improve client relations.
Leading the session, Dr. Stanley N. Glate, a lecturer in the Department of Marketing, highlighted the importance of strategic communication in customer service. He emphasized that clear, proactive engagement with clients fosters trust, prevents misunderstandings, and strengthens relationships. He urged staff to adopt effective communication strategies, particularly in handling service delays, reassuring customers, and maintaining open feedback channels to ensure excellence.
Ms. Jewel D. Novixoxo guided participants through practical approaches to handling complaints. She explained that customer dissatisfaction often comes with strong emotions and requires patience, active listening, and clarity in response. She outlined essential strategies such as staying calm, using positive language, and asking the right questions to resolve concerns effectively. She also stressed the need for documentation, boundary setting, and proactive feedback collection to build trust and safeguard the institution’s reputation.
Dr. Francis F. Nutsugah, also the Department of Marketing, underscored the importance of service excellence, noting that customer satisfaction goes beyond technical expertise. He noted that clients often remember how they were treated more than the details of the service itself. He encouraged staff to prioritize professionalism, empathy, and responsiveness to create lasting impressions and foster repeat business.
Prof. Maxwell Akple, Dean of the Faculty of Engineering, closed the session by urging staff to take the lessons to heart, emphasizing that customer service is key to the faculty’s relevance and competitiveness. He reminded participants that every client interaction shapes the institution’s reputation and encouraged them to apply the training in their daily operations.
Expressing appreciation, Ms. Gifty Gozah, Faculty Officer, thanked the facilitators for their insightful contributions and commended staff for availing themselves for the training. She encouraged participants to implement the lessons learned to enhance service delivery across the units.
The workshop ended with an interactive forum, where participants shared insights, raised concerns, and proposed ways to improve service delivery within their respective units.
