To improve the quality of public services and customer experience, especially for parents, prospective students, and partners of the Institution, the Relations & Enrollment Office (REO) unit of Thursina International Islamic Boarding School (IIBS) conducted an experiential visit to Ciputra University Surabaya. The visit was an important momentum to learn directly about modern service strategies based on hospitality, digital experience, and customer-centre service that have become the hallmark of the institution.
Ciputra University is known as a campus that excels in developing entrepreneurship and service excellence, making it the right reference for Thursina in advancing service standards. During the visit, the REO team discussed with the new student admissions, customer care, and public engagement divisions, discussing best practices in building comfortable interactions, speed of response, and a positive experience for customers from the first communication with the institution.
Ustaz Sabar Arifin, S.T., M.M., as Chief of Relations & Enrollment Office, said, service innovation is a requirement in the era of competition in modern educational institutions.
"Today, it is no longer about who's the biggest, but who's best prepared to provide the best experience for stakeholders. This benchmarking has opened our eyes to how services can be packaged more humanely, responsively, and based on user needs," explained Ustaz Sabar.
One of the interesting lessons learned was the concept of “customer journey mapping,” which is mapping the user experience from the beginning of getting to know the institution to becoming part of the educational community.
From first impressions, consultation mechanisms, personal touch in service, to an after-enrollment care system, Thursina hopes to implement these methods to improve, professionalize, and build trust with prospective guardians and partners.
In addition, REO staff explore communication techniques based on storytelling, digital branding, and emotional engagement that have been proven to strengthen the institution image. The emphasis on a hospitality mindset makes service not only informative, but also enjoyable and memorable. REO believes that this approach is in line with Thursina's RECODING values, particularly the aspects of Care, Open-Minded, and Inspiring.
Thursina IIBS hopes to establish excellent educational service standards that are more friendly, professional, innovative, and adaptable to community needs through the visit.
"With improved service quality, REO is optimistic that the experience of prospective students and parents will become more positive, thereby developing public trust in Thursina as an internationally recognized educational institution with quality and service excellence," concluded Ustaz Sabar. (iz/lil)
