As it appeared in the Daily Nation on Sept 14th 2016 Often times when facilitating customer service training sessions, I pose this question - Who has the Best Service in Kenya? The answers are often as varied as the number of participants in the room. Often times we fail to reach a consensus on who really has the best service in Kenya. However, there are companies that are frequently top of the mind. In the just released Institute of Customer Service (ICS) Kenya Service Excellence Survey Report, a number of companies made it to the top of the list. It was interesting to note that most companies that participants suggest during the training sessions showed up on the ICS-Kenya survey report. The survey report released on Thursday last week had targeted any Kenyan customer as a potential respondent. The only major requirement was for a customer to have access to a mobile phone. Customers responded via…
Dr. Lucy KiruthuSeptember 16, 2016