EditorPoor customer care is still a big challenge to some institutions of higher learning.Picking one’s academic papers from these institutions has become a nightmare today. People in academic registrars’ offices never care and always give you unconvincing reasons as to why you cannot be served.For example, early this year (in February), my colleagues went to pick their academic certificates at Kigali Institute of Education but were sent back and the reason was that the person in charge of issuing the certificates was on leave and nobody else could help!I personally went to collect my own certificate and met a group of staff seated in front of the office just chatting.When I explained what I wanted, one of the staff responded rudely that the person who keeps our academic papers was on leave and no one else could help!I find this really unacceptable for an institution that is supposed to serve the public in a dignified way. I am sure KIE can do better than this.Andrew RulisaKigali