St. Mary’s University Human Resource Management Office held a half‑day training session on December 6,2025 at the Main Campus, Syndicate Room, focused on improving customer service across the institution. Twenty participants from different offices joined the program, led by Muluaadam Alemu (PhD), who emphasized professionalism, empathy, and efficiency in meeting customer needs.
The session explored effective communication, strategies for handling complaints and difficult customers, and the importance of consistency, fairness, and reliability in building trust. A central theme was the concept of desired service, encouraging staff to proactively identify customer expectations and close service gaps.
Participants engaged in group exercises reflecting on service habits, role models, and staff behavior, followed by an open discussion. The training concluded with commitments to apply lessons learned, highlighting that customer satisfaction depends not only on service quality but also on fairness, emotional experiences, and perceptions of equity.
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