On January 11, 2025, St. Mary’s University’s Human Resource Management Office conducted a comprehensive customer service training for 25 officers and staff members of the Registrar Offices. Led by Ato Desalegn Berie, Vice President for Business and Administration, the training aimed to enhance the skills and resources necessary for providing honest and streamlined services.
The session had multiple objectives: exploring service delivery guidelines, reviewing current practices, exchanging experiences, identifying gaps, and developing the skills needed to provide efficient and honest services. The training covered various critical aspects, including the definitions of organization, service, customer, as well as institutional policies and guidelines such as the vision, mission, values, senate rule policy, and miscellaneous management guidelines of the University.
Participants learned about different ways and means of service, including in-person, written, and phone services. They also discussed the key functions of service providers before, during, and after service. Special conditions concerning the Registrar’s Office and its staff were addressed, focusing on creating a positive overall impression, setting clear expectations, following guiding principles, paying attention to instructions, identifying deficiencies, and learning from observed issues.

The session concluded with a discussion and summary, where participants asked questions, provided comments, and received summary guidance. The training marks, a significant step towards improving the quality of service provided by the Registrar’s Office. By focusing on these key areas, the office aims to enhance customer satisfaction and ensure that all services are delivered with the highest standards of professionalism and integrity.
This initiative reflects the University’s commitment to continuous improvement and excellence in service delivery, setting a benchmark for other departments to follow.
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