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RECOGNIZING EXCELLENT CUSTOMER SERVICE IN KENYA

Many organizations will agree that customer service is at the heart of their business. Excellent customer

service is key to growing a successful business. It is the glue that keeps existing customers coming back

to you and what gets new and potential customers through your door.

With this realization in mind, October 2015 was a month for brands and organizations across Kenya to

recognize their customers by carrying out a variety of activities. It was a time to remind customers how

committed they were to their satisfaction, reward them for their loyalty, and take an extra step in

listening to them. It was an excellent time to recognize and appreciate their hardworking staff and

encourage teamwork as well.

LISTENING TO OUR CUSTOMERS

ICS Kenya has promoted participation in the Customer Service Week (CSWEEK) since 2011 and this year,

it was no different. The theme for the CSWEEK 2015 was “Listening to our Customers” and we can say

the organizations that participated did that in more ways than one.

The theme focused around the following areas:

- Speed, focus, and diligence

- Engage and listen to customer feedback

- Knowing the customer better

- Service with a smile

Banks, government institutions, retail stores, and service departments took to heart this year’s theme

and engaged in various activities that showed they recognize that listening to the customer was key.

Some of the activities they engaged in included:

- Wearing sneakers at branches – a sign of fast turnaround times

- Wearing a diverse African attire – to show they appreciate customer diversity

- Branded decorations and messages that showed the customer is king and that popularized the

CS Week of activities

- Communicating the CS Week via email and social media

- Guiding the customer through various service points – To offer a complete customer experience

- Executive management served customers – A sign that they connect with the customer down

the funnel

- Setting up tents and giving goodies – to show they care and value their customers

- Taking customers through a photo shoot – to make the customer feel special and valued

- Going the extra mile with free offers and thank you text messages – to show they value loyalty

WHO PARTICIPATED IN THE CSWEEK2015?

The above are just some of the many activities that took place during the customer service week. A

number of organizations registered with ICS Kenya for the CS Week 2015 and we were excited to have

them onboard. These included:

- 9 Retail Businesses

- One Hospital

- 2 Restaurants

- 1 Internet Service Provider

- 6 Public Sectors

- 2 Energy Sectors

- 2 Mobile Operators

- 3 Consulting Companies

- 1 Society

- 2 Saccos

- 10 Insurance Companies

- 11 Banks

In total, we had 50 organizations under our umbrella who took the time to listen to their customers.

These organizations truly know the value that comes from excellent customer service and we believe

they are at the forefront in doing that.

All of the above organizations went far and wide to create great customer experiences during the week.

Many customers took to social media to express their loyalty and gratitude to the kind and level of

treatment they were offered. Along the same lines, it would be poor customer service on our part if we

did not recognize their efforts in this area.

As a result, we want to reward and recognize the best from these organizations that wowed their

customers, and us, during the CS Week Innovation Award 2015 to be held on November 25th.

During the breakfast, we will award the top three and recognize with certificates the top 10.

ICS Kenya is proud to be associated with these organizations. We look forward to more customer

experiences during the holiday season and throughout 2016.

#csweek2015 #csweekinnovationaward2015 #listeningtocustomers #@icskenya

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