I believe that exceptional customer care starts with empowered and well-equipped teams. On January 29, 2025, I led a customer care training session for 12 senior management staff of Friends International Christian Academy (FICA) in Kampala—a school known for its commitment to education and community values. This session was designed not only to refine the way the staff engages with students, parents, and visitors but also to inspire a culture of continuous improvement.

Engaging Training Session

The training session was structured around four key activities; mystery shopping, defining core values, sharing personal experiences, stakeholder mapping and experiential learning. This activity underscored the importance of every interaction and helped staff appreciate the diverse needs of those they serve.

Finally, we conducted an exercise where the staff reviewed real-life examples of customer interactions within the school setting. This practical exercise sparked insightful discussions on how small adjustments in approach can lead to significant improvements in service delivery.

One of the most powerful moments was when staff shared their personal experiences—both positive and challenging—and reflected on how customer service shapes relationships. By the end of the training, the FICA team had developed a clear action plan to create a more welcoming, efficient, and customer-focused environment.

What The Staff Appreciated

The FICA team responded with great enthusiasm. They appreciated the opportunity to:

• Reflect on their personal service experiences.
• See the value in defining and embracing the school’s core values in their daily work.
• Understand the big picture through stakeholder mapping.
• Gain practical insights from an experiential learning exercise that immediately translated into actionable improvements.

I wanted to express my heartfelt gratitude for sharing your valuable expertise with us. Your insights were truly enlightening and challenging, and we appreciate the time you took to support our service improvement efforts.

Thank you again for your contribution, and looking forward to further engagements.

Eric, Human Resource Manager

The session culminated in a clear action plan, including strategies for creating a more welcoming reception area, refining digital communication, implementing clear staff identification practices, and optimizing internal signage. This collaborative effort has set FICA on a path toward an even more positive customer experience.

A Call to Action

Investing in customer care training is not just an exercise in professional development—it’s a strategic move that enhances the overall experience of everyone who interacts with your organization.

I understand the challenges of providing exceptional customer care in today’s dynamic environment, like inconsistent service, long wait times, or declining customer satisfaction.  ETHOS is ready to collaborate with businesses that prioritize their customers and are ready to invest in their success. We specialize in developing and implementing customer care improvement plans that address your specific challenges and deliver measurable results. Let’s discuss your needs, and explore how we can work together to achieve your customer care goals.

Exceptional customer care is no longer a luxury, it’s a necessity.