Great Service is About People First, Says Sonia at RG’s Fireplace
At the recent RG’s Fireplace session, staff of the Uganda Registration Services Bureau (URSB) had the chance to learn from Sonia Karamagi Kasagga, a guest speaker with wide experience in customer experience and marketing. Her talk, titled “Customer Service Excellence: Best Practices for Delivering Excellent Customer Experience,” focused on how organizations can create meaningful and lasting connections with their customers.
Sonia reminded participants that while digital transformation is important for faster and easier services, technology alone cannot deliver excellence. “Customers remember how you make them feel,” she said, stressing the need for empathy, trust, and reliability in every interaction.
She encouraged URSB to build a customer-first culture by putting customer needs at the center of daily work. This, she explained, involves listening to customer feedback, simplifying processes, empowering staff to make decisions, and celebrating small wins. Sonia also advised leaders to set the tone by modeling excellent service behavior and focusing on solving customers’ biggest challenges first.
On digital consistency, Sonia explained that while systems may not always be perfect, offering options and backup plans helps customers feel supported. She also spoke about customer segmentation, encouraging organizations to design services that fit different needs while treating all clients fairly.
The session ended with lively discussions and a call for staff to take lessons into their own roles, making URSB’s customer service not only efficient but also human-centered.
