Going the Extra Mile: KEWI Celebrates the People Behind Service Excellence
For a student walking into a classroom, a customer seeking technical assistance or a visitor arriving at the Kenya Water Institute (KEWI), a simple interaction can shape their experience of the institution. A warm greeting, timely assistance, clear guidance or a willingness to resolve a concern can make a lasting difference.
It is against this backdrop that KEWI joined the rest of the country in marking Customer Service Week 2026 under the theme, “Extra Mile: Transforming Public Service Through Customer Service Excellence.”
The week-long celebrations provided an opportunity to appreciate customers, students and staff while reflecting on how everyday interactions influence service delivery and contribute to KEWI’s mandate as a centre of excellence in water and sanitation training, research and technical services.
Speaking during the celebrations, Registrar of Academic Affairs, Dr. Emily Chepkoech, emphasised the importance of placing customers at the centre of institutional operations.
“Customer service is not the responsibility of one department. Every member of staff contributes to the experience that our customers and students have at KEWI. Going the extra mile means being responsive, listening to people and finding solutions even when it requires additional effort,” she said.
KEWI’s customers extend beyond those seeking technical and professional services to include students, parents and guardians, industry partners, government agencies, members of the public and other stakeholders.
Students are particularly important in the Institute’s customer service journey, with their experiences in classrooms, practical training areas, administrative offices and other facilities reflecting how effectively their needs are being addressed.
KEWI student Caleb Mwendwa noted that good customer service is evident in the support learners receive throughout their studies.
“As students, we interact with different departments and members of staff every day. When someone takes time to listen, guide you or help you solve a problem, it makes you feel valued and supported. That motivates us to also treat others with the same respect,” he said.
The celebrations also highlighted the contribution of staff in cultivating a positive service culture. From lecturers and trainers to administrative, technical and support teams, employees shape stakeholders’ experiences through their professionalism, attitude and willingness to assist.
Staff member Mildred Indimuli observed that excellent customer service often begins with simple, deliberate actions.
“Sometimes going the extra mile does not require much. It can be listening carefully, responding promptly, giving accurate information or following up to make sure an issue has been resolved. These small things build trust and create a better experience for everyone,” she said.
The theme reinforced KEWI’s commitment to strengthening public service delivery. Going the extra mile requires more than completing assigned duties; it calls for anticipating needs, responding to concerns, embracing innovation and continuously improving service delivery.
Feedback from customers and students is equally important in identifying service gaps, improving processes and ensuring institutional services respond effectively to stakeholder expectations.
As KEWI continues to train skilled professionals for the water and sanitation sector while delivering technical services, research and capacity-building programmes, customer service remains integral to its pursuit of excellence.
The celebrations served as both an occasion for appreciation and a reminder that institutional excellence is a collective responsibility. Every staff member, student and customer interaction presents an opportunity to build trust, strengthen relationships and improve service delivery.
As Customer Service Week came to a close, the message was clear: excellent customer service must extend beyond the celebrations and become a daily institutional culture.
For KEWI, going the extra mile means making every interaction count and ensuring that customers, students and staff feel valued in the Institute’s journey towards service excellence.