Event

The Human Resources Division is excited to invite staff to a two-day interactive training program designed to enhance customer service skills and empower employees to create exceptional experiences for all who interact with the University.

In today’s dynamic university environment, excellent customer service is essential to building trust, fostering positive relationships and ensuring seamless experiences for students, colleagues and members of the public. This course will focus on key strategies including effective communication, understanding and exceeding customer expectations, managing key touchpoints, fostering positive work relationships and embracing cultural diversity. Participants will also gain confidence in resolving issues independently, handling challenging interactions and collaborating effectively across departments.

Departments and Units are encouraged to support staff attendance, as we strive to raise service standards across the University.

Course Title: The UWI Customer Service Advantage: Mastering Customer Care for Success Objective: Equip employees with the knowledge, skills and strategies to understand customer needs, define their roles as service representatives and safeguard the University’s reputation and resources. Target Participants: Staff Grades 3 to 7 who interact with students, prospective students, faculty, staff and members of the public.

Workshop Dates & Times: Participants may attend one of six scheduled 2-day workshops, each from 9:00 a.m. to 4:00 p.m.

1. September 19 & 22, 2025
2. September 25 & 26, 2025
3. October 23 & 24, 2025 (to be confirmed)
4. October 29 & 30, 2025
5. November 19 & 20, 2025
6. November 26 & 27, 2025

Venue: CLL Building, ICT Lecture Room (room number provided to confirmed participants)

What You Will Gain:

1. Client Focus: Provide service excellence to internal and/or external clients. Achieves customer satisfaction by understanding, anticipating and meeting/exceeding the needs of customers (students, colleagues and other clients)

2. Communication Skills: Enhanced verbal and non-verbal communication to build rapport with customers and colleagues

3. Collaboration and Teamwork: Ability to collaborate effectively across departments and work toward a shared goal of delivering exceptional customer service. Willingness to share insights, resources and strategies to improve service quality and outcomes.

4. Initiative: Deal with situations and issues proactively and persistently, seizing opportunities that arise

5. Problem-Solving: Apply strategies to resolve customer complaints and conflicts and verifies problems have been solved.

6. Professionalism: Exhibit workplace ethics, respect and professionalism in customer interactions.

7. Self-confidence: Demonstrate realistic trust in own abilities and confidence in daily activities

8. Stress Management: Adapt to frequent, high-level stress. Maintains sound judgment and decision making despite stressful situations. Adjusts personal coping mechanisms to deal with high-level stress

9. Valuing Cultural Diversity: Build on one’s own cultural values and knowledge to work effectively with individuals of diverse backgrounds in a variety of work

Enrolment: Register online via PeopleSoft: Self Service >> Learning & Development >> Request Training Enrolment >> Customer Service Advantage (C3370 #0001)

Certification: Participants will receive a Certificate of Participation upon successful completion.

Important Notes:

-          Enrol online and obtain Head of Department approval by September 10, 2025.

-          Attendance is only permitted with approval from both your HOD and the Human Resources Division. Approved participants will receive a ‘Successful Enrolment Status’ email—do not attend without this confirmation.

-          Preference will be given to employees who have not previously attended UWI Customer Service training.

-          While six workshops are scheduled, participants attend only one 2-day session. Session and date confirmation will follow successful registration.

For further assistance, contact Ms. Maurisa Dassrath or email sta-hrtraining@sta.uwi.edu.