Instant feedback to ensure quality customer service

By Nikke Ho Yen Mae

 

SUBANG JAYA - Taylor’s Lakeside Student Experience vice president Angela Pok encouraged students to use the Instant Feedback System (IFS), a digital rating system for non-academic staff services.

 

“We want to hear more voices. Feedback tells us if we’re doing the right thing,” Pok said.

 

The IFS, part of the Awesome Customer Experience (ACE) initiative, allowed students to evaluate their experience right after being attended by non-academic staff manning service counters, she said.

 

According to Pok, touch screen devices were set up on 18 Aug at 40 locations across Taylor’s University, Taylor’s Hostel Management and Taylor’s College.

 

Pok said counters that were not performing well would have to address their shortcomings so that students were satisfied with the customer service.

 

Pok added that the management would like supervisors and counter staff to commit to serving students better.

 

“To be a world class institution, we don’t just look after the quality of the programmes we offer; we would like to emphasise on the services as well,” Pok said.