Targeting to improve customer experience at the leading private university in Uganda, Kampala International University (KIU) on Wednesday, 18th June, 2025, held a customer care training workshop at the university main campus for all junior administrative staff.

The workshop revolved around conflict resolution and customer care for improved service delivery under the topics; ‘Providing Effective Customer Care for Enhanced Service Delivery’ and ‘Understanding Emotional Quotient as a Paradigm for Conflict Management’ presented by Prof. Muhammed Ngoma, Vice Chancellor and Dr. Chrisostom Oketch, Public Administration Specialist from the College of Humanities and Social Sciences respectively.

Launching the training, Dr. Mundu Mustafa, Deputy Vice Chancellor for Finance and Administration, emphasized the importance of customer service.

"Students and parents are our primary customers, and first impressions matter greatly. This workshop aims to equip us with the best strategies to deliver exceptional customer service, ensuring we meet their needs and exceed their expectations," he said.

Prof. Ngoma, emphasized the importance of fostering a positive environment where students feel valued and proud to be part of the university community.

"Customer care begins with our internal staff dynamics; therefore, we must work collaboratively as a team, united towards a common goal and vision, to deliver exceptional customer experiences and build a customer-centric organization," the Vice Chancellor said.

The Vice Chancellor further emphasized that creating a customer-centric organization requires specific behaviour, including smiling, maintaining eye contact, and providing timely feedback to clients.

"The customer is king, and their needs dictate the nature of service they receive. As service providers, we must listen attentively to our customers, recognizing that they are the ultimate judges of service quality," he added.

Dr. Oketch, a Public Administration Specialist, highlighted the significance of effective customer care, noting that poor service often stems from unresolved conflicts within the organization or between clients and service providers.

Dr. Oketch emphasized, "Conflict is inevitable, but it's not the conflict itself that's the problem – it's the unresolved conflict. Therefore, identifying the root causes of conflict and addressing them effectively is crucial to delivering excellent customer care," he said, adding, "Once conflict is resolved, people understand each other's needs better, and this way, organizations are encouraged to innovate".

Delivering remarks about the training, Christine Ainebyoona, Deputy University Secretary and Campus Administrator, KIU Main Campus, emphasized that while conflict is inevitable, it's essential to explore all possible avenues to resolve conflicts, both internally and with clients.

"This training will strengthen our systems and teams, enabling us to deliver better services to our customers – our students and parents – by enhancing our conflict resolution capabilities," she said.

Closing the insightful training, Dr. Irene Muriithi, Director of Quality Assurance, highlighted the power of teamwork in achieving organizational excellence.

"Teamwork is the cornerstone of success, enabling us to deliver exceptional results and outstanding customer care. By working together towards a common goal, we can achieve far more than we ever could alone," she remarked.