COURSE OBJECTIVES

The training aims to equip participants with the knowledge and practical skills required to understand customer experience management within a public university context. Identify common service delivery challenges affecting UDSM accounting services. Apply effective, respectful, and professional communication when interacting with staff, students, suppliers, and other stakeholders. Demonstrate emotional intelligence when handling complaints, pressure, and difficult interactions. Manage customer complaints constructively and professionally. Improve responsiveness, clarity, and accountability in financial service delivery.

KEY TOPICS

• Customer Experience Management in a Public University Context
• Professional Communication in Financial Services
• Emotional Intelligence and Professional Conduct Customer
• Complaint Handling and Service
• Recovery Service Excellence, Ethics, and Accountability in Financial Operations

LEARNING OUTCOMES

By the end of the course participants will be able to:

• Demonstrate a clear understanding of customer experience management
• Apply professional and effective communication skills
• Exhibit emotional intelligence and professional conduct
• Handle customer complaints and service challenges constructively
• Improve responsiveness, accountability, and consistency

TARGET PARTICIPANTS

Accountants, Accounts Assistants, Finance Officers, Other staff involved in financial service delivery at UDSM Mr Zawadi George 0712293055

Offered By : Directorate of Public Services - University of Dar es salaam Business School

OTHER DETAILS

Course Timeline 4 days
Starting at: 09/03/2026 , ends at: 12/03/2026
Cost: 0

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