For Triton’s Call

Customer service. It is a crucial component in any establishment / business. It is how a business keeps its regulars as well as creates memorable experiences to keep the new faces coming back for more. Seeing as the University of Guam is a business in its own right and the students being the customers, the service provided to them should be considered a priority. College is already stressful as it is, from financial issues like paying for tuition and books, to studying for exams and writing papers, the list goes on and on. For those incoming freshmen, trying to tackle all of these issues without the proper guidance could be a very overwhelming task. Some may argue that, although we are all adults and we should be guiding ourselves, they must not forget we are all still learners.

If you have been a student at the University for more than a couple of years, it may not come as a surprise when you hear a fellow student going off about how he or she has issues with certain departments at the University. Whether it be how they were unable to get into a class they desperately needed to graduate in time or how their paperwork at the Financial Aid Office never seems to be complete.

Esther Manglona, a senior at the University pursuing a BA in Business explained that, “Overall, I would say that the customer service at the University is helpful and gets the job done, but they are not as efficient as their departments could be”. Manglona also suggested that, “they should have more efficient processes. Their offices should all be under the same roof. It’s frustrating having to go to numerous buildings, which could confuse students. I’ve put off paperwork for school simply because the overall process is confusing.”

Jeremy Copple, also a senior business student at the University had a similar opinion when asked about UOG’s customer service and how often he heard of complaints towards their departments. Copple compared it to what is called the “peak season” in the tourism industry. “The peak season for UOG is during the beginning and end of each semester. It is during these times when stress and confusion are most apparent for the customers (students). The most common complaints discussed in UOG are the back-and-forth commuting between departments, the prolonged duration of waiting, and the UOG staff’s unwillingness to exemplify students as true ‘customers’. This may have caused some students to feel as if they are a burden for trying to finish their academic endeavors.”

Although it is apparent that there is room for improvement as far as customer service goes for the University, there have been pleasant experiences as well.

Manglona, recalled a very helpful incident, “At the FAO, they actually sat me down and gave me a checklist of everything I needed to turn in. It made my job of collecting my paperwork a lot easier than getting a document and then coming back just to find out I was missing something else.”

Copple had also mentioned that, “Surprisingly, I have heard from a few individuals that certain employees went above and beyond to satisfy their needs and wants. Additionally, the occurrence of astonishing service only came when students are in dire need of service from the UOG staff. Only then do the employees tend to the student’s needs; whereas UOG staff should be proactive in the customer’s wants and needs of the institution at all times”. Ultimately, the job gets done, but not in the most efficient way possible.