Over the years, I have found that the image that comes to most people’s mind when I talk about Quality of Customer Service, is that of a front line employee smiling (or not) at customers. The front line staff will most likely be a Receptionist whom you will find at most organizations, a Cashier/Teller at […]
Monthly Archives: February 2016
Customer Service, Customer Service Blog
Meeting Client Expectations In the Insurance Industry – What it Takes!
26
Feb
Feb
What expectations do clients have regarding the services a company provides? Most expectations spring from a two way contract dictated by “I give you this so that you give me that in return.” I am customer service practitioner in the insurance industry and our industry is one of those that has over a long time, […]
24
Feb
Feb
“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 […]
Celebrating Customer Service, Customer Service
Customer Service Week 2015 – Listening To Our Customers
22
Feb
Feb
The Customer Service Week 2015 was celebrated from 5th -9th October nationally with pomp, colour, creativity and delight. ICS Kenya that facilitates the nationwide celebrations, rallied various organizations to celebrate Customer Service Week under the theme “Listening to our customers”. It was a resounding success and over fifty organizations from both private and public sector […]
Customer Service, Customer Service Blog
Is Yours A Service Or An Experience? A Tale Of Two Institutions…
22
Feb
Feb
“The customer’s perception is your reality.” Kate Zabriskie. In Africa at large customer service is fast outpacing innovation as the differentiating factor and organizations are ready to take up available channels and spend resources to offer the best to their customers. Often, in Kenyan speak, we will hear customers say “Customer care yao ni poa” […]