Based on my personal experience and experiences of others (friends and students), I think it is VERY CRITICAL and IMPORTANT to ensure the improvement in Quality of Services provided.
In specific, most of the time I need some service from UTM staff, from my perception, they do not have this kind of ‘sincerity of WILLINGNESS to help’. They do their work for the sake of ‘making their life easy’ and not to help others to solve their problems.
We already had the SMILE campaign, we should have a campaign whereby each and every one in UTM has the spirit of helping each other. If we help others, ALLAH will help us!