By Andrew Bugembe
In a bid to maintain and promote exemplary customer care services, the Uganda Christian University (UCU) Human Resource Department has organized a training session at the principal’s hall. The event featured special facilitators from the Federation of Uganda Employers. The aim was to instill the importance of excellent customer care among UCU employees.
The training was graced by UCU Vice-Chancellor, Prof. Aaron Mushengyezi, who emphasized the importance of treating others with respect and kindness, referencing the Bible verse Luke 6:31, “Treat others just as you want to be treated.” Prof. Mushengyezi encouraged the staff to serve with a smile and strive for excellence in their duties.
“Wherever God has placed you, serve with a smile and serve with excellence,” he said. He also warned that poor service could harm the university’s reputation, saying, “If we don’t serve the students well, they will speak ill of us. Let’s ensure we promote and sell our university positively.”
Prof. Mushengyezi also spoke out against unethical practices, such as lecturers accepting bribes to change students’ marks. “It is ungodly to change students’ marks for money,” he stated firmly. Additionally, he addressed the issue of students staying in halls of residence without paying, urging custodians to ensure all students pay their dues.
The Director of Human Resources at UCU added that the training was a refresher session aimed at boosting the staff who are already familiar with customer care principles. “It was a refresher training since our staff already know about customer care, but from time to time, we receive students’ feedback and try to address it. One of the feedback we received was about poor customer care, and since it has been a while, we decided to organize a fresher workshop for our staff,” she explained.
Yusuf Nsubuga from the Federation of Uganda Employers highlighted the objectives of good customer care in the education sector. He stressed the importance of effective communication skills, understanding common problems faced by students, and the overall significance of customer care in education.
“Try to understand your client and go the extra mile,” Nsubuga advised. He emphasized starting with simple solutions when assisting clients and always being empathetic. “Empathy is essential; try to put yourself in their shoes and respond in a friendly and professional manner.”
Nsubuga also talked about the need for clear communication, noting that good communication involves making oneself understood rather than using complex jargon. “Good communication is not about using difficult English but ensuring people understand you,” he explained.
Margaret Kiwanuka from the Department of Quality Assurance also addressed the staff, stressing the importance of active listening. “Listen as much as possible to your customers before you respond,” she advised.
Daniele Ogwal, an office attendant at the Vice Chancellor’s office, shared his insights from the training. “I have learned that we are the first point of contact at the university, and we are offering a service. Because of that, we have to have very good customer care,” he said in an interview.
The event aimed to reinforce UCU’s commitment to continue offering exceptional customer service, ensuring that all staff members understand their vital role in creating a positive experience for the students and other stakeholders.
