KIU Equips Staff with Customer Care and Service Delivery Skills

By Jacob Munghesi

KIU, Main Campus - On Thursday, March 6, 2026, Kampala International University’s Directorate of Quality Assurance and Monitoring at the Main Campus conducted a training on customer care relations and service delivery for the university staff as part of efforts to strengthen professionalism and enhance service delivery across the institution.

The training brought together staff from various departments, such as Quality Assurance itself, Academic Affairs, Finance, Customer Care, Student Affairs, Admissions, and Marketing to reflect on the importance of effective communication, teamwork, and professional conduct in improving the experience of students and other university stakeholders.

In his opening remarks, the Deputy Vice Chancellor for Finance and Administration (DVC-F&A), Dr. Mundu Mustafa, noted that the training was aimed at equipping staff with practical tools to improve customer care relations and professionalism in their daily work.

“This training is meant to equip you with the tools of customer care relations and professionalism so that we can serve our clients better,” he said.

During the first presentation, the Vice Chancellor, Prof. Muhammed Ngoma, appreciated the university administration for prioritizing customer care, emphasizing that the quality of service offered to external clients begins with the way staff relate with each other within the institution.

He urged staff to cultivate positive working relationships and remember that they are employed to solve problems rather than create them.

“There is no reason why we should hate our own staff. You and I were hired to solve problems in this institution, yet sometimes we end up creating them,” he noted.

Prof. Ngoma explained that strengthening internal relations would ultimately improve how the university engages with students, parents, and other stakeholders. He further encouraged staff to apply professional communication skills, active listening, and collaborative problem-solving to enhance the overall customer experience at the university.

He added that improved service delivery would help reduce complaints, prevent the escalation of issues, and protect the reputation of the institution.

The Vice Chancellor also challenged staff to embrace key competencies such as Emotional Quotient (EQ), Social Quotient (SQ), and Digital Quotient (DQ) to better respond to the evolving demands of service delivery in a modern university environment.

In the second presentation, DVC-F&A, Dr. Mundu Mustafa delivered a session on Understanding Emotional Quotient as a Paradigm for Conflict Management.

He encouraged staff to adopt the five key components of emotional intelligence—self-awareness, self-regulation, motivation, empathy, and social skills—as essential tools for effective conflict management and improved service delivery.

Dr. Mundu stated that these qualities enable staff to remain committed to positive outcomes, understand the feelings and perspectives of others, and communicate effectively to resolve workplace challenges.

During the interactive session, directors and staff from different University directorates shared experiences on how they handle challenges within their offices and how they coordinate with other units across the university to ensure smooth service delivery.

Closing the training, the Campus Administrator, Ms. Ainebyoona Christine, called on staff to actively implement the lessons learned.

She urged them to immediately apply the knowledge and skills discussed during the training in their daily interactions with colleagues and clients to strengthen service delivery and uphold the university’s reputation.

The training forms part of KIU’s continued commitment to fostering a professional work environment and ensuring that all stakeholders receive efficient and quality services across the institution.