By Nancy Emily Nagujja
57 National Water and Sewage Corporation that have been undergoing training in level 3 full occupation qualification training as Client Service Advisors for over a year have been assessed by the Directorate of Industrial Training at the National Water and Sewage Corporation headquarters in Ggaba.
Out of the 57, there were 20 girls and 37 gentlemen, these were trained at Ggaba Vocational Skills Development Facility an accredited institution by the Ministry of Education through the Directorate of Industrial Training (DIT). The assessment has been carried out in two phases where the trainees sat for 2 theory papers and one practical assessment by DIT. In this practical exam the trainees were assessed on client handling, the ambiance of the environment when they have a client, the attitude and many other aspects.
The DIT Assessor, Mr. Eddie Kayinda highlights how National Water and Sewage Corporation staff are being assessed to ensure they can better business managers. The National Water and Sewage Corporation is a government agency offering a social good which is water and sewage services. Today DIT are assessing customers care advisers that are at the fore front workers of the corporation in terms of business. The assessment is done in two forms, the theory and practical examinations.
“The Directorate of Industrial Training from its perspective seeks to ensure that these skills can be obtained by the CSRs not only to handle the business outside because this training they are offering is universal. Even if the person is outside the corporation the same kind of competence can be exhibited elsewhere. We think Uganda can be a better country with competent staff who can apply what they have learnt on job to the ever growing business environment today,” He said.
As noted that the assessment exercise seeks to examine these trainees on the art of handling clients, customer care and servicing. The assessors look at how comfortable the client service advisors are customers when then approached by these clients, do they properly introduce themselves, how they protect the image of the organization, how they show courtesy and make the client feel comfortable, guide them in giving proper details for their complaint, capturing the right and exact details of the complaint, whether they give the client a positive response and ensure the client is satisfied.
From National Water and Sewage Corporation, Mpangu Fred noted how the training on handling customers, complaint handling among other aspects has enabled them to see that there are areas in this customer care handling that they have been neglecting which couldn’t be done. For the case of the customers’ complaint has to be resolved right away. The assessment has helped him widened up on the aspects that were lacking.
The National Water and Sewage Corporation staff that has been trained and assessed will be now be more competent in the customer care department and make the Corporation’s service delivery efficient.