CUSTOMER SERVICE TRAINING

In a strategic move to enhance service delivery, discipline, and productivity among its front-line staff, the Kaduna Geographic Information Service (KADGIS) has organized a two-day training for its Customer Service Unit. The primary objective of this training was to reorient staff towards adopting a customer-centric approach, fostering a culture of discipline, courtesy, and professionalism. The program also aimed to equip staff with the necessary skills and knowledge to handle customer complaints and inquiries effectively, implement best practices in land administration services, and navigate the challenges they may encounter in their duties.

During the training, the Director General of KADGIS, Dr. Bashir Garba Ibrahim, highlighted the critical importance of etiquette and courtesy in customer interactions. He stressed that maintaining a high standard of professionalism is essential for building the trust and confidence of clients in the Service.

Represented by the Director of Land Administration, ESV. Umar Abubakar, Dr. Ibrahim underscored the pivotal role of front desk officers as the image makers of KADGIS. He emphasized that delivering excellent customer service not only enhances the reputation of the agency but also builds trust and goodwill with the public.

However, he also issued a stern warning against any unethical practices by staff that could tarnish the image of the Service and erode public confidence in its operations. Dr. Ibrahim made it clear that any staff found engaging in such practices would face appropriate disciplinary actions.

Also on his own part the Director of Administration and human resources, Mal. Aminu Adamu stressed on the importance of empathy and respect in dealing with customers of the service, stating that as the front desk officers they are the image makers of KADGIS as such they should ensure that all customers are treated with dignity. He explained that while the Service frowns at any hostility towards staff of KADGIS, all should strive to be professional and kind in handling customers especially those who are hostile towards them in line with the guidelines of the service. This, he say will produce positive results and garner a good image for the service. It will also encourage customers to be motivated to come over and settle their bills without any need to be reminded.

The two-day training which was interactive focused on three key areas of customer service and relations divided into modules namely: The importance of etiquette; The fundamentals of customer service; and advanced customer service, with each module providing an avenue for the staff to discuss experiences encountered on the job, understand their lapses, discuss challenges faced and suggest possible solutions to identified challenges for the management to consider. The training also had three facilitators, experienced and well grounded in the field, drawn from service to handle the three modules of the training.

At the end of the training, the participants expressed appreciation to the management of KADGIS for the initiative of the training, saying that it has motivated them to improve on their productivity.

They further assured to practice all lessons learned to ensure that customers gain maximum satisfaction from the service as well as value for the services they pay for, to encourage the settlement of all bills and land charges with much ease.