Dalhousie University

If you’re an International student at Dalhousie University, then you would probably be familiar with ISES (Dalhousie International Student and Exchange Services). There’s 2 sub services provided which are International Students at Dal (ISD) and Dalhousie Student Exchange Services (DSES). Obviously, any international would feel the urge to come by and seek out assistance from such a facility provided by the university. However, from 1^st hand experience (and mind you not just one time but countless of times), I have found that the services provided by this unit to be below par! Unfortunately, all international students cannot avoid meeting up with them, especially when it concerns certain matters — which then brings to why I say that their services are horrible in the first place.
1) Sub par front desk services — inconsistent cordial greetings and below-​intelligent customer’s concern and problem handling. If you’ve been to a call-​center or have called up one (e.g. banks or telephony services), you’ll notice that, they should handle your issues according to certain procedures. But what’s paramount is that, they should seek to address your concerns with respect and understanding. Many-​a-​times this has not been my experience and also others that I know with ISES. They are ‘blunt’, sometimes rude, and always jumping to conclusion of your problem when you address it to them. They do not take their time to understanding what are your concerns.
2) Do not possess procedures or process knowledge on hand — yes they seem to lack this important aspect. I believe, if you are put to a job, you should be responsible to know what it takes to deliver it. For example, if a student asked you what’s the process to renew my study permit or what’s the process to … etc etc, you should at least have a vague idea of how to go about doing so. Otherwise, one should at least know where to look for the answers. I can safely say that I have seen most of the staff there struggle with this matter. There are also at times where one staff says this way while the other says a different way for a certain process — this also shows a lack of consistency in procedure affirmation and implementation across the staffs.
3) Lack of follow up — May be I am too perfect but t would be courtious to let us know the status — if we were waiting some letters that ISES needs to process for us. Unfortunately, we have to check in with them from time to time which can be a bit upsetting for both parties.
I could go on and on but I guess my beef with them is item no. 1 and 2 — which I feel given the 2 years here have not changed much whatsoever (despite the increases in tuition fees here and there — which the administration claims to increase services quality). My take is with the increase in funding, they should either change the staff or get them retrain. Don’t forget, this service not only serves international students that are undergrads but also graduate students who are doing their masters or phd (that have had former working experience in the corporate world). And unlike undergrad students who they can fool with, they can’t do so with grad students.
Cheerios.