Every October, institutions and organizations worldwide observe Customer Service Week, a time dedicated to appreciating the tireless efforts of those who ensure smooth interactions between these institutions and their customers. On Friday 11th October 2024, Masinde Muliro University of Science and Technology (MMUST) joined the global celebration under the theme ‘Above and Beyond’, to recognize the crucial role of customer service professionals in going the extra mile to ensure satisfaction. The event, steered by the Director of Corporate Communications and Marketing (DCCM), Dr. Lydia Anyonje and the University’s Marketing Officer, Mr. James Muriithi, took place at the University’s Customer Care and Call Centre. It was attended by various University managers and graced by the Vice Chancellor, Prof. Solomon Shibairo.
In his remarks, Prof. Shibairo emphasized the importance of focusing on the needs of the University’s clients including staff, students, and other stakeholders. “This year, MMUST admitted over 6000 government-sponsored students, a significant increase from last year. This growth reflects the trust our University has earned, but we must remain committed to delivering quality service,” said Prof. Shibairo, lauding the dedication of the DCCM team.
The Vice-Chancellor, Prof. Solomon Shibairo addressing the participants during the celebrations.
Representing the Division of Planning, Research and Innovation, the Director of Research and Postgraduate Support, Prof. Francis Orata highlighted the role of effective marketing in enhancing MMUST’s visibility. He noted the importance of publicizing the University’s research and innovations, which would attract potential students, partners, and investors. “Showcasing our research and innovations helps us attract not only students, but also strategic collaborators,” remarked Prof. Orata.
The Director of Research and Postgraduate Support, Prof. Francis Orata making his remarks during the event, looking on, the University's Marketing Officer- Mr. James Muriithi.
The Division of Academic and Student Affairs was represented by the Dean School of Public Health, Biomedical Sciences & Technology, Dr. Evans Raballah. He commended DCCM for its exemplary service, which has been instrumental in upholding MMUST’s reputation for responsiveness and excellence. He challenged the organizers of the event to make future celebrations an entire University event to foster a culture of service across the institution. He urged the team to continue providing the best service to our customers.
The Dean School of Public Health, Biomedical Sciences & Technology, Dr. Evans Raballah addressing the participants.
Representing the Director DCCM, the Director of International Relations and Academic Linkages, Dr. Umulkher Ali commended the Directorate for its relentless efforts in promoting the University’s global engagement. She applauded the team for their exceptional service, describing them as kind, accessible and fast, key attributes that elevate MMUST’s customer service experience. “MMUST is a hub of international students, and we remain committed to making their academic journey rewarding,” she added.
Representing the Director DCCM, the Director of International Relations and Academic Linkages, Dr. Umulkher Ali.
During the week-long celebrations, customer service assistants reflected on the evolving landscape of their work, particularly with the increasing integration of technology. Mr. Muriithi underscored the team’s commitment to providing high-quality service. “We are dedicated to serving our clients with dignity, integrity, and inclusiveness while maintaining high standards of responsiveness,” he affirmed.
As MMUST continues to evolve and adapt to the dynamic needs of its student body, the spirit of going ‘Above and Beyond’ remains a defining element of its customer service philosophy. By prioritizing continuous improvement and embracing innovation while preserving personal connection, DCCM has demonstrated exemplary work towards service delivery. One of the students present at the celebration said that it is not just about solving problems; but making every student feel heard, valued and supported.
A section of the DCCM team share a photo after the event.
As we celebrate Customer Service Week, we must honour those who tirelessly go the extra mile each day. Though their efforts often fly under the radar, the positive impact of their work resonates deeply across the University, shaping meaningful experiences for all its stakeholders. As MMUST continues to grow and adapt to the changing needs of its stakeholders, the philosophy of going ‘Above and Beyond’ remains central to its customer service undertakings.
By Caren Nekesa
Photos by Shiundu Masafu and Steven Omondi
