Exceeding expectations: NTU President launches
NTU Quality Service Campaign

National Taiwan University President Pan-Chyr Yang called upon the administrative staff of NTU to establish a friendlier educational and administrative environment when servicing the students as well as individuals seeking assistance in the campus. In an increasingly versatile and international environment, President Yang stressed the importance of providing quality services through a “Quality Service Campaign” so that a more professional as well as pleasant and welcoming campus be established.

Reputation was not built in a day: the importance of service etiquette

To achieve this goal, President Yang commissioned NTU’s Personnel Office and the School of Professional and Continuing Studies to launch the “Quality Service Campaign.” A professional staff training and development company was hired to construct a comprehensive curriculum for the campaign’s training program of 1,200 staff and 120 management-level personnel. The program includes a “Management Training Workshop,” a “Staff Training Workshop,” as well as a “Workshop for Seed Trainers.”

The “Management Training” workshop places emphasis on the supervisor’s executive skills in service management as well as ability to design and implement service enhancement plans. In addition to strengthening basic service skills, telephone etiquette, and management of complaints, the courses also aim at enhancing the manager’s ability to supervise and review the team’s service performance.

The “Staff Training Workshop” focuses on the enhancement of basic service skills, including customer service psychology, telephone etiquette, workplace attire, as well as the handling of face-to-face service and managing of complaints.

The campaign’s training program also includes a “Workshop for Seed Trainers” that was designed so that a professional training team within the campus could be established. In the future, the seed trainers will be responsible for passing down the school’s emphasis on quality service so that the concept will be further promoted to all administrative offices in NTU.

“The doors to my office are often open”

President Yang stresses the importance of a genuine willingness to serve: “We should receive each and every student and co-worker seeking our assistance as our closest friends; treat them with the utmost sincerity, and assist them with our warmest services.”

The President adds that quality service should not be an imposed formality, but a spontaneous act that comes from true kindness and friendliness. He also emphasizes the effect that “hidden lessons” such as that of kindness in the workplace has upon the student’s education in stating, “Students are very observant, and they can see how the members of our faculty and staff handle their daily affairs. Therefore, it is my belief that the quality of our services is also an essential part of our school’s education. As a good campus is built upon an environment imbued with a pleasant atmosphere and a genuine willingness to help others, our quality services will be able to nurture the same type of friendly attitude upon our students.”

Paying it forward

An act of kindness from our staff will create a chain reaction when the student pays it forward. “If everyone in the university possesses the mentality to pay kindness forward, we will have no need to compete for the world’s top 100 rankings, because NTU will be in and of itself a top-ranking university,” the President adds.

Through inserting “passion, compassion, kindness and sincerity” into the workplace, President Yang hopes that the “Quality Service Campaign” not only enhances the service of NTU’s administration, but also establish NTU as a model for quality services.