Activity 01: Customer Service Self-assessment

Purpose: This activity is designed to help participants identify common customer service
problems commonly encountered by CBE customers, particularly students and members
of staff.

Time: 10 -15 Minutes

Materials: Manila sheets, post-it notes, a list of customer service problems

Directions: You are provided with a list of customer service problems commonly encountered in
HEIs
 In teams of six-ten members, take approximately five (05) minutes to identify and agree
on the problems you believe that are common at CBE
 Kindly, spend five (05) minutes jotting them down on the post-it note papers and stick
them on the “Tree of Customer Service Problems” sketched on the manila sheet
 One member from each team should be prepared to make a presentation to all
participants.

Common Customer Service Problems in HEIs

1) Annoying admissions process. For example,
a) Insufficient information on admissions requirements and procedures
b) Applicants not well guided during application for admissions
c) Not communicating regularly with applicants as they enter each phase of the
admissions process
d) Complicated application forms and admission procedures
e) No person to contact or ask for admissions queries
f) Uncooperative and rude staff dealing with admissions
2) Frustrating registration process. For example,
a) Long queues and delays for registering new and continuing students
b) Miscommunication over registration procedures
c) Uncooperative and rude staff dealing with registration
d) Bureaucracy during registration process
3) Ineffective curriculum implementation. For example,
a) Partial coverage of the approved syllabus
b) Lectures not conducted fully or on time, as per approved timetables
c) Inadequate teaching and learning resources for effective implementation of
curriculum
d) Opening hours of the College library are frequently violated
e) The library has limited open hours during the weekend and public holidays
 f) A number of books in the library are outdated
g) A number of books and journals are missing
h) insufficient number of books
i) Poor attendance of lecturers
j) Ineffective teaching strategies for effective implementation of curriculum
k) Some lecturers/course instructors not capable of explaining concepts in a clear and
concise way
l) Lack of fairness in setting and marking of examinations
m) Some supervisors for research not giving feedback to their students timely
n) Delay in processing examination results, transcripts and certificates
4) College hostel problems. Examples,
a) Strict and strange hostel rules
b) Poor sanitation in hostel rooms and washrooms
c) Bed bug infestation in hostels
d) Poor lighting, ventilation and water supply
5) Poor handling of requests, problems and queries. examples,
a) Not handling disciplinary cases appropriately or promptly
b) Delays in responding to requests and queries.
c) Not displaying out-of-office message to notify customers about your unavailability.
d) Some members of staff are frequently missing in their offices.
6) Inconsiderate fee-payment policy and procedures:
a) Complicated fee-payment procedures e.g. payment plan/installments, payment
methods/procedure
b) Frequent increase in fees
c) Inconsiderate sanctions against students who default on the payment of fees within
the applicable deadlines e.g. being restricted from accessing the College services
d) Unfair deductions when making refund of tuition fees e.g. deducting a certain % of
fee when refunding the student in a situation whereby the College cancels the chosen
course of study and cannot offer a suitable alternative.
e) Refusal/delay in making refunds of tuition fee after a student has submitted a genuine
claim for refund
f) Incorrect student tuition bill as a result of poor record keeping
g) Delay in issuance of receipt for tuition fee payment
7) Unethical conduct among staff
a) Corruption among some members of staff
b) Use of offensive, abusive or insulting language/comments when interacting with a
coworker, junior staff, student etc.
c) Spreading malicious/negative rumors or gossip about a coworker or student
d) Some members of staff not respecting confidentiality of confidential information
entrusted to them
e) Alcohol abuse among staff members
 f) Portraying a double standard by prioritizing or discriminating against someone. E.g.
unfair discrimination of staff or students against their gender, races, religion,
nationality, economic status, personality, physical fitness, academic ability, social
interest, social origin etc.
g) Reflecting personal problems at work. E.g. when an employee’s personal life is in
crisis or out of control, they may exercise control, aggression and negativism toward
customers in an attempt to put some part of their life in order.
Please Note: This list is not exhaustive. You may identify other more problems.