As the recipient of the Support Employees Award for Exemplary Client-Centric Behaviour at the 2024 Vice-Chancellor’s Awards, Elisa Segaile, Administrative Officer in the General Surgery Department at Sefako Makgatho Health Sciences University (SMU), embodies the institution’s values of compassion, excellence, and teamwork. In this interview, Elisa shares her insights on delivering exceptional client service, her personal values, and her journey at SMU.
Segaile’s commitment to client-centric behaviour is evident in her approach to her role. “I believe in being true to myself and being an open book to clients,” she says. Every person is unique and carries a special essence within them; it all depends on how you present yourself. Her dedication to providing excellent service has earned her recognition, and she humbly acknowledges the impact of her work on students, colleagues, and visitors.
“I’m passionate about delivering exceptional service because I believe it makes a difference in people’s lives,” Segaile explains. “When clients feel valued and supported, they’re more likely to succeed and reach their full potential.”
In her role, Segaile is responsible for providing administrative support to the General Surgery Department, which includes coordinating exams, managing student records, and ensuring the smooth operation of the department. Her exceptional organisational skills, attention to detail, and ability to work well under pressure have made her an invaluable asset to the team.
“Teamwork is essential in delivering exceptional client service,” she emphasises. A team should be comprised of individuals who are there for one another and always ensure that they are each other’s strength. Her collaborative approach has fostered a positive work environment, and her colleagues appreciate her willingness to support and learn from them.
“I’ve learned that nothing is ever difficult if you have a listening heart,” she says. “It takes the ear to hear, but the heart decides how to receive the news and attitude of the difficult client.”
One of Segaile’s greatest strengths is her ability to connect with people from diverse backgrounds. Her warm and welcoming demeanor puts everyone at ease, and her willingness to listen and understand their needs has earned her a reputation as a compassionate and empathetic administrator.
“My mom always told me, ‘Botho ba motho ba mo direla,’ which means ‘your kindness and humility will work for you,'” she shares. “I believe in living by these words and treating everyone with kindness and respect.”
Segaile’s personal values of compassion, humility, and kindness guide her interactions with clients and colleagues. She believes in continuous growth and development, seeking opportunities to improve her communication skills and expand her knowledge. Her commitment to her faith and her desire to make a positive impact at SMU drive her to excel in her role.
“Never take for granted the role you are in,” she asserts. “Always remember that you also play an important role. Smile, warm your heart, and seek growth and prosperity.”
One notable example of Segaile’s exceptional client service is her work with a student who was struggling to attend classes. She took the initiative to mentor the student, providing guidance and support that helped him overcome his challenges and eventually graduate as a medical intern. This testament to her compassion and dedication has inspired her colleagues and reinforced the importance of client-centric behaviour in higher education.
“I’m grateful for the opportunity to make a difference in people’s lives,” she says. “I believe that’s what makes my job so rewarding.”
Segaile’s story is a testament to the power of compassion, teamwork, and dedication to excellence. As SMU continues to strive for excellence in teaching, research, and community engagement, her commitment to client-centric behaviour serves as a beacon of inspiration for staff and students alike.
By Dimakatso Modise
