March, 13th 2026 – The School of Graduate Studies (SGS), Universiti Putra Malaysia (UPM), successfully organised the “The Art of Customer Excellence (Basic Protocol)” programme on 13 March 2026 (Friday) at Meeting Room 1, School of Graduate Studies, UPM. The programme featured Puan Rita Bajat, Head Assistant Registrar, Faculty of Forestry and Environment, UPM, as the invited speaker. The session was organised to enhance staff members’ understanding and awareness of the importance of delivering excellent customer service, particularly in creating a positive and professional experience for students, staff members and other stakeholders.

Throughout the session, participants were introduced to the fundamental principles of customer excellence and basic service protocols that can be applied in the workplace. The programme also highlighted the importance of effective communication, professional conduct, appropriate etiquette and a positive attitude when dealing with customers. These elements are essential in ensuring that every interaction is handled with courtesy, confidence and professionalism. In addition, the session provided valuable insights into how staff can manage different customer needs and expectations effectively. Participants were encouraged to understand that excellent customer service is not limited to responding to enquiries, but also involves demonstrating empathy, active listening, clear communication and a willingness to assist.

The programme also served as a platform for staff to reflect on their current service practices and identify opportunities for continuous improvement. Through practical examples and sharing of experiences, participants gained a better understanding of how small improvements in daily interactions can contribute towards creating a more customer-friendly and efficient working environment. The organisation of “The Art of Customer Excellence (Basic Protocol)” reflects SGS UPM’s continuous commitment to strengthening the quality of service delivery and developing a professional, competent and customer-oriented workforce. It is hoped that the knowledge and practices shared during the programme will be applied effectively in the workplace and contribute towards enhancing the overall service experience at SGS UPM.

The School of Graduate Studies extends its appreciation to Puan Rita Bajat for sharing her valuable knowledge, experience and insights with the participants. The programme is expected to further strengthen the culture of excellence and professionalism among SGS staff in delivering quality services to all customers and stakeholders.

Date of Input: 16/03/2026 | Updated: 20/08/2026 | aslamiah