In a recent SERVICOM representative meeting held at the National Open University of Nigeria (NOUN) headquarters in Abuja, Mrs. Margaret Boro, the Director and Nodal Officer of SERVICOM, highlighted the importance of prioritising student's satisfaction and proper report handling.
During her address, She underscored the critical role students play in the university's ecosystem, stating that "Without our students, we have no work. You cannot say you are working in Open University when we don't have students. They are our special customers, and they should be treated right."
Reflecting on her experiences, Boro emphasised the importance of respectful and prompt communication, even when busy.
"'I'm busy, I'm busy, go out, go out'. That's not right. There's a way, even if you are busy, you can attend to the person," she advised.
She suggested a polite approach: "Oh, I'm sorry. I need to finish this for my director. I will usher you shortly once I'm done."
The meeting also addressed the ongoing development of the service charter, a guideline for unit operations.
Boro noted that her staff had been working on this charter for over four months, expressing hope that it would be completed soon.
The director also highlighted the significance of detailed reporting and urged staff to document activities such as orientation, matriculation, and examinations, including any challenges faced and solutions implemented. "That's a report," she explained, emphasizing the necessity of transparency and accountability.
The meeting included discussions on the improvement of service delivery through feedback mechanisms.
She proposed the installation of a Suggestion and Complaint Boxes at strategic locations, both at the headquarters and study centers, stressing that these boxes should be regularly monitored and the feedback used to enhance services.
One notable achievement shared during the meeting was a survey conducted on the university's Sick Bay services. The findings, which included issues like a lack of medication and power outages affecting medicine storage, were promptly addressed after being reported to the Vice-Chancellor.
Furthermore, Boro announced an ongoing survey on the use of the university staff bus to ensure satisfaction among users.
She encouraged staff participation in such initiatives, emphasising the value of their input.
The meeting also served as a platform for suggestions from participants. One suggestion was to provide each faculty and directorate with a service charter, ensuring comprehensive coverage of services rendered and their timelines.
Boro welcomed this idea and committed to pushing for its implementation.
In her closing remarks, she expressed gratitude for the condolences she received following a personal loss and reiterated the importance of mutual respect and long life with spouses.
The meeting concluded with a collective expression of good wishes for Mrs. Boro as she prepares for her forthcoming retirement.
Participants praised her dedication and contributions to NOUN, and wished her success in her future endeavours.
The event highlighted the continuous efforts of NOUN's SERVICOM unit to improve service delivery and maintain a student-centric approach, ensuring that the institution remains responsive to the needs of its primary stakeholders.