what are our customers saying and how can we prepare our workforce? renée mcguinness

What are our customers saying and how can we prepare our workforce?

Renée McGuinness

MORE THAN YOU IMAGINEsydneytafe.edu.au

Customer comments…. the good!

• I enrolled at the XXX campus and it was excellent; very helpful and quick

• I thought the whole process was excellent• Overall really good, was shocked with the size of the class• Its fine• Its good enough• Quick service• Very time consuming. However the coordinators were

fabulous and helpful!


Customer comments…. room for improvement

• Additional people on the front counter at peak times. Also the people serving seemed very bored and were very slow at performing the tasks. When two ladies returned from lunch they sat down and did not offer assistance until asked by another team member. Also, there was a gentleman near the counter cutting cardboard boxes into smaller sizes and another putting them in a recycle bin. Perhaps this could be done out of view of people waiting and ending up late for class.

• I received a confirmation email regarding my enrolment in the course starting 9 Feb. But the confirmation email was sent on 12 Feb. Early notification would be great.

• Being able to pay online, wasn’t able to do that, had to pay at TAFE.



• Hope the staff who helped me to enrol could treat me like a human and also not announce out all my personal details at the top of her voice.

• Better communicating, better systems, more info.• Better confirmation of further enrolment for existing

students.• Better factsheets about course info, timetable where classes

are located.• I had trouble when trying to pay for the course. I had

enrolled, but when I tried to pay for it a week later I had a lot of trouble. It wouldn’t let me select what I was trying to pay for. Quite frustrating.

• Maybe phone operator can give more friendly help.



• If you copied down my email address right he first time, I would have been notified of changes to my course and my link to re-enrol. Also, no SMS was received until AFTER the course was supposed to start and I had called for help. Teachers on the phone were excellent once my problem was addressed.

• Lack of information on where to go next, each department felt disjointed and unprepared.

• Sort your accounts/enrolment department out!• Staff did not know what they were doing or who people were.

Not helpful at all. Treated me rudely. Going from huge queues in building X to building Y and back again. Very unpleasant experience. No other TAFE is as bad as this.



• Put the correct compulsory orientation session information on the receipt. My receipt contained “day” course information, I enrolled in a “night” course. This means that I went to XXX College at 10am & had to come back for the 6pm session. User name and password were not on receipt as in previous years. Include a lost password or reset password link on the student login page.

• Have a number you can call to help out with enrolments as I was calling all these numbers on the website and could not find one person that knew what I was talking about.


Workforce Development Concept

• Technical aspects of engaging with the enrolment process - systems training - will be offered separately

• WD Concept looks at enhancing and refreshing our Customer service approach – the soft skills

• Subject to consultation with stakeholders• Conceptualised from Student Services Survey and

ADMINCAT findings


Workforce Development Concept• On the job coaching & mentoring• Individual training needs analysis• Short skill-set training• Regular updates regarding Entitlements

model• Possibility of CIV in Frontline Management via

gap-training


Workforce Development Concept

• We will start consulting shortly• Do you want to get involved? Have any ideas?

Please contact: [email protected]

what are our customers saying and how can we prepare our workforce? renée mcguinness

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