Customer Service Week 2024: Reflections on engaging and elevating Service Excellence at KENAS
Customer Service Week 2024 at KENAS was a powerful reminder of the organization’s unwavering dedication to its customers. The week kicked off with an inspiring kick-off address by the CEO, setting the tone for reflection, growth, and renewed focus on delivering exceptional service. He emphasized that Customer Service Week was a vital time to reflect on the journey shared with customers — from individual and corporate interactions to touchpoints like applications, the website, eCitizen, training sessions, billing, and assessments. These moments of contact, he noted, provided opportunities to go above and beyond in service delivery.
Delivering Trust at Every Level
KENAS’s tagline, Delivering Trust, resonated throughout the week. The ongoing global conversation within the accreditation community, where does an Accreditation Body (AB) start and stop in delivering trust, was pointed out. For KENAS, it wasn’t just about accrediting Conformity Assessment Bodies (CABs) but also ensuring the end consumers of those services benefited from competent, reliable providers.
Every team player in the KENAS team was reminded that everyone, whether at the front desk or working behind the scenes, plays a crucial role in shaping the customer experience. The CEO encouraged staff to reflect on their own experiences as customers — the value of timely responses, empathy, and a personalized touch.
Continuous Improvement and Customer Feedback
Throughout the week, KENAS actively engaged with customers, appreciating their feedback and exploring ways to improve service delivery. Staff were encouraged to commit to continuous improvement, explaining that a mere 1% improvement every day could translate to a 365% enhancement in service quality over a year. Interactions during events like the All-Things Lab & Testing Expo, 2024 (ATLT) had already provided valuable insights. Customers in such fora and beyond expressed gratitude for KENAS’s service but also shared areas where they hoped to see growth. This feedback became a catalyst for reflection and action.
Embedding Service Quality in Every Role
As customer service was not limited to assessors, trainers, or leadership — it was the responsibility of every team member. Citing Henry Ford, KENAS staff were reminded, by the CEO, that excellence should permeate every task, no matter how small. A smile, a prompt email response, or a willingness to listen could make all the difference.
Strengthening Visibility and Community Impact
The week also highlighted the importance of sustained visibility and engagement with regulators, stakeholders, and the broader public. The efforts in amplifying KENAS’s presence through social media and events like World Accreditation Day (WAD) 2024 were greatly acknowledged as it led to increased visibility. Ultimately, the message was clear: the ultimate beneficiary of KENAS’s work is the citizenry of Kenya. By upholding the highest standards of service and accreditation, KENAS contributes directly to national well-being and economic growth.
A Renewed Commitment to Service Excellence
As Customer Service Week came to a close, KENAS emerged with a renewed commitment to its customers. The week served as a reminder that trust, empathy, and responsiveness are the cornerstones of exceptional service — and that every interaction is an opportunity to reinforce the organization’s core mission.
Moving forward, KENAS remains steadfast in its pursuit of excellence, ready to grow alongside its customers and continue delivering trust, one accreditation at a time.
