By Yvonne Kageha

Every first week of October yearly, organizations worldwide observe Customer Service Week by reflecting, recognizing, and re-energizing around the mission of delivering exceptional customer experiences. First celebrated in the United States of America in 1984 and officially recognized by the United States Congress as a national event in 1992, this day has since grown into a global movement, observed across more than 60 countries.

Ensuring the pursuit of excellence by upholding professional and ethical standards and being accountable remains one of USIU-Africa’s core values. This week, the university joins organizations worldwide in recognizing the importance of customer care and service excellence. Under this year’s theme, “Mission Possible,” the university is spotlighting the faculty, staff, and systems that make day-to-day activities and engagements smoother, professional, respectful, and empathetic for every student, visitor, and partner.

Throughout the year, the university has made efforts to ensure the highest standards of customer service, including beginning the implementation of an Enterprise Resource Planning (ERP) system aimed at streamlining university operations for faster and more reliable service delivery for students, faculty, and staff. Furthermore, in an environment where every interaction matters, the university has initiated a quick and easy feedback mechanism that allows students, visitors, and other clients to scan a QR code and provide feedback about any service at anytime from anywhere. These QR codes have been strategically placed at critical touch points on campus, including at the reception, elevators, Library, and classrooms. Feedback is collected by the Institutional Research unit and processed before being shared with the relevant persons/departments/divisions for further action.

As the institution joins the rest of the world in celebrating this day, its commitment to providing and promoting excellence in every service remains steadfast. Every member of the community is encouraged to turn routine service into meaningful impact. Service is the backbone of the university experience, whether it’s timely student support, prompt email responses, or warmly welcoming visitors and partners. Every fast, efficient, and seamless process or courteous interaction enhances the reputation and builds trust in the USIU-Africa brand.

To every faculty and staff member who has made the impossible possible through their service, your dedication, visibility, and commitment embody the spirit of Mission Possible.