“Excellent customer service reduces your cost, helps achieve your strategy and creates good customer experiences,” these were the wise words of Dr. Njenga, Dean Strathmore Business School, who graced the occasion the Chief Guest during the Service Excellence Awards Breakfast organized by ICS Kenya at Laico Regency Hotel on 3rd September 2015.
Dr. Njenga highlighted that excellent customer service starts with the leadership. The leadership needs to convey the philosophy of the product/service, the idea of the product/service, the quality of the product/service which will drive and inspire his/her staff thus them giving great customer experiences.
The Service Excellence Awards recognize and celebrate customer service excellence and seek to promote delivery of high customer service standards. Being the second Awards Ceremony after the inaugural launch in 2014, ICS Kenya had a cause to celebrate the winning behavior of the organizations who have given exceptional customer experiences as voted by their customers.
The event was graced by Service Excellence Awards winners from different sectors as well as other Service Excellence Enthusiasts. They included: Jubilee Insurance, BRITAM, CIC Insurance, Madison Insurance, PAN Africa Insurance, Equity Bank, National Bank, KCB, National Oil, Nakumatt Holdings, Huduma Kenya, NHIF, HELB, Safaricom, Nendo, Strathmore Business School, African Practice, Life Skills Consulting, CS Consulting, Upskills Consulting, Allen Cole Consultants, Evolve Business Consultants and Reach Creatives.
Dr. Kenfield Griffith, CEO mSurvey, emphasized the need to receive customers feedback within 24 hours. Feedback should be requested soon enough lest the customer forgets his/her experience. He added that the best results one can ever get is to put the Net promoter Score at every touch point in your business.This has a direct impact on the bottom line because it indicates to the organization the number of customers they are able to retain and gain.
Dr, Griffith highlighted that ‘the customer is your innovator.’ Customer’s pin points are the ones that help one innovate. If the provider knows what the customer needs then he/she will turn their needs into products and services.
The organizations that emerged the top three in the Service Excellence Awards sectors surveyed were: National Bank, Equity Bank, KCB , Jubilee Insurance, BRITAM, CIC Insurance, Huduma Kenya, HELB , NHIF , Naivas Supermarkets, Nakumatt Supermarkets, Tuskys Supermarkets, Safaricom , Airtel, Kenol Kobil, Oil Libya and National Oil. More information on the SE Awards is available on se-awards.com
In their acceptance speeches, the winning teams expressed their joy to their customers for rating them as the best. The winners acknowledged that the voice of the customer is very critical to them and they will continue to put measures to satisfy their customers.
The Service Excellence Awards are awards that recognize and celebrate the success of corporates and individuals that provide exemplary customer service. They conducted annually by ICS Kenya in conjunction with mSurvey Limited, a mobile survey platform and Dalberg Global Development Advisors, a strategy and policy advisory firm.