The Business School of Ho Technical University (HTU) on Wednesday, July 15, 2026, held a customer service training workshop at the STAR-C for faculty, staff, and students. Facilitated by the Department of Marketing, the training aimed at deepening participants’ knowledge of customer service principles and equipping them with practical skills to enhance service delivery across the University.
Opening the session, Mr. Bright Ahlijah, Lecturer at the Department of Marketing, outlined the foundational principles of customer service. He identified internal and external stakeholders as key customer groups within the University and stressed the importance of meeting their diverse expectations. He noted that qualities such as reliability, responsiveness, competence, courtesy, credibility, effective communication, and empathy are critical to fostering lasting relationships with customers.
Mr. Ahlijah further explained that every customer interaction shapes the institution’s image and highlighted common causes of service gaps including poor communication, delays, inconsistency, and bureaucracy. He urged participants to manage expectations with respect, transparency, prompt responses, and professionalism, adding that excellent service enhances satisfaction, strengthens loyalty, boosts productivity, and improves the University’s reputation.
Taking participants through practical approaches, Mr. Ernest Edem Tulasi, Assistant Lecturer at the Department of Marketing, encouraged staff and students to maintain high service standards, honour commitments, and provide personalised support. He emphasised active listening, prompt resolution of issues, and learning from mistakes as best practices for effective service delivery.
Mr. Tulasi also addressed strategies for managing difficult customers and handling complaints constructively. He explained that complaints often stem from unmet expectations, delays, poor communication or inadequate information, and should be viewed as opportunities for service improvement. Participants were introduced to customer service ethics, including integrity, accountability, fairness and transparency, as well as the role of service charters in setting clear standards and commitments that build trust and enhance customer satisfaction.
The workshop concluded with an interactive session featuring role-play exercises, where participants acted out practical customer service scenarios. The activities reinforced the concepts taught and strengthened participants’ commitment to delivering professional, responsive, and customer-focused services within the University community.