Customer Service

More than just answering calls

Some of UiTM’s customer service officers on their duty to serve quality service to customers.

Have you ever wondered who answers your calls when you dial University Technology MARA’s hotline number? UiTM customer service department, of course. department had been underrated and they are not given the attention they deserved. They are the ones who mirror the image of the uni versity as they are the first to be reached by customers.

A recent visit to the customer service head quarters found Jurnalis Shah Alam represen tative lost in a common building. Whoever thought that the office is situated under the gallery behind Annexe Hall? To reach the office you have to go around the building and enter a creepy hallway that eventually leads to the of fice. You would never think there is an office except that you can see people inside from the windows.

Consisting of 12 staff, the office is equipped with round tables where customer service of ficers sit around the table and answer calls all day. Not only does the customer service offi cers answer calls from outside of UiTM, but also calls within the campus to outside and among Klang Valley which they will connect it to.

One staff would be located at the Canselori Building to assist visitors who come and help them find their way and give directions.Senior Assistant of the Customer Service De partment Siti Robiah said one officer is situated at the Canselori Building to assist visitors. Most of the calls will be connected to the departments requested.

In a month, there is 7000 calls from outside and 12000 calls are made to be connect ed to the out of campus lines. There are three main lines in UiTM which are called Line A, Line B and Line C. Line A is for internal calls, Line B is for connect ing internal calls to external lines and Lina C is a direct line to external calls. When a customer calls, they usually would ask to be connected to the various departments in UiTM, such as faculties and mostly the Students Registry department,” says Robiah when met at her office.

Wan Noor Azira Ahmad, a second year student from Faculty of Law said the cus tomer service department is doing a good job because when she called to ask about the final exams result, they provided the in­formation without hesitation. Robiah also added that the location for the office should be changed to somewhere where people can easily access the place and perhaps a bigger office because it is quite stuffy and there is not much space for the staff to move around after long hours of answering calls.

UiTM hotline can be reached at +603-55442000.