As it appeared in the daily nation of July 14th 2015 by Lucy Kiruthu Are there some customer service principles that institutions of higher education in Kenya can apply to improve the student experience? Like some of you, I went through the Kenyan public university system for my undergraduate studies. As government sponsored students, we had very few expectations if any. I do not recall expecting a course outline, particular course text or even information on recommended textbooks. In addition, we did not expect that lecturers would alert us when unavailable for class. What I recall is that we would call off the class ourselves after a lengthy wait. All we expected was to complete our studies within 4 years. A few years after this experience I had an entirely different experience in the USA when going through a Masters program. There was a well outlined course outline with clear learning outcomes and course details. In…
Dr. Lucy KiruthuOctober 31, 2015