CUSTOMER SERVICE WEEK

2016 report

INTRODUCTION

• Customer Service Week is celebrated annually during the first full week in October.

The week is an international celebration of the importance of customer service and

of the people who serve and support customers on a daily basis.

• The following report will give a brief account of this year’s(2016) Customer Service

Week and the events that took place in a couple of organizations and companies.

EXPECTATIONS.

• The customer service week was celebrated between (3rd – 7th October 2016)

• Generally, the activities happening this week are supposed to:

Recognize and appreciate external customers for their custom and loyalty

Remind customers of their commitment to customer satisfaction.

Recognize and appreciate staff for the role they play in delivering great customer experiences.

Reward members of staff who are a great example in serving customers.

Boost morale, motivation and teamwork.

Raise company-wide awareness of the importance of customer service.

Thank other departments for their support in delivering great service to customers and

highlight the important role they play in serving customers.

GOVERNMENT INSTITUTIONS

• There are companies that went out in the field to provide their respective services

to their customers. For instance:

• Huduma Centre was at Makadara for an outdoor exercise providing customers

services at Uhuru market open area.

Huduma Kenya employees out on location in

Makadara

FINANCIAL SERVICES PROVIDERS

• I&M Bank Ltd went ahead to gift and appreciate it’s customers. One was lucky

enough to win an I&M Mpesa card loaded with KES 3,000.

• The Commercial Bank of Africa (CBA)Group took to Facebook to appreciate their

customers in a short video where the CEO Jeremy Ngunze spoke and thanked

everyone for their unrelenting support.

“”This was CEO Jeremy Ngunze's message to CBA staff during #CSWeek2016

#CBAServiceChampions @ICSKenya > http://bit.ly/StaffMessage””

• Chase Bank Kenya was rewarding the most engaging and best clients with some of

the best motivational books for entrepreneurs. This was made possible by Nuria

Book Store

• The KCB Group has been running CSR projects and during that particular week

they used social media to engage their customers. Their Twitter followers were to

engage in a tweet-sharing exercise and the one with the most retweets would get to

choose a beneficiary of the respective CSR projects being run.

• The same also applied to Facebook. One had to share the exact post and the one

with the most likes got to choose a beneficiary of one of KCB Foundation's CSR

projects.

• Not much was done to engage the customer. Nonetheless, KCB in general has an

active customer care department that always attends to customer needs and it’s

evident in the comments on many of their posts on social media.

Books awarded to customers by Chase Bank

The I&M Mpesa card gifted to a winner

The promotional image used by KCB on both Facebook and Twitter to get users to share

GENERALLY:

• It was a week dedicated to Customers and it aimed at making better and efficient

the services provided to customers.

• There was a dress code designed to match the events of the week. This was well

implemented by one of the most leading microfinance firms in Kenya.

Unity Bank employed the use of dress codes for each particular day to commemorate the week

HOTELS AND RESTAURANTS

• Eateries like KFC made it possible to treat their customers to free lunch. A

customer was entitled to a free 1.25litres of Soda after purchasing 5 Pieces of

Original Recipe chicken and a large portion of chips. An offer that would extend to

the rest of the month.

The promotional image used by KFC on twitter and Facebook to publicize their offer

INSURANCE FIRMS• Britam opened the week with fun quizzes that aimed at engaging people to get feedback and

winners were walking away with hampers. The winners were awarded after the week wrapped

up.

• Both internal and external customers were appreciated and celebrated. To accompany this a few

cake sharing sessions.

Britam members of staff Cakes shared between Britam and their customers

The promotional image used on social media to inform customers of the quiz exercise

MOBILE SERVICE PROVIDERS• Companies like Airtel had their heads come into contact with customers to give direct service like

it happened at Prestige Mall store where Customer Service Director, Josee Cremieux directly

served customers.

Their team of employees had a great time over buffet breakfast and got a chance to meet their

HOD's.

• It was a fun filled week at Safaricom where roles were swapped and the CEO, Bob Collimore went

ahead to answer questions from customers.

Safaricom CEO Bob Collimore receiving customers’ calls

Airtel customer service director directly serving customer

Cake sharing session at Airtel offices

SUPERMARKETS AND RETAIL STORES.• Naivas Supermarket had a few unforgettable treats to their customers

You could get the chance to have your car cleaned as you shopped

Gifting customers with shopping vouchers

Ladies had the pleasure to win chances to get free manicure and pedicure.

There were special offers and discounts on prices of different items.

Naivas employees after washing a car

Customer gifted with voucher

Price discounts

A

manicure

session

CONCLUSION

• Most brands made this a more of ‘internal customers’ service week. Focusing on

their employees rather than the external customer. For instance, it seemed

irrelevant to have your employees subscribe to a certain dress code and not do what

the week entailed.

• Other brands took professional themes to make customers fit in. For example by

putting out quizzes and those who answered won gift hampers.

• As much as customer service is about the customer, we highly suggest putting the

focus on the employee. In other words, the emphasis is on the employees – listening

to them and empowering them to take care of the customer.

THE CUSTOMER SERVICE WEEK SHOULD BE FOR:

• As a brand, you have to focus on the external customer. External customers are the

reason why businesses operate. The week is about them,

• One should keep in mind that, the best service a customer needs is to get the service

itself. Diligence is key.

• Pending customer issues should have been addressed: for instance, posting questions on

respective websites for those visiting the website to answer.

• CSR activities should have been put in place that week to measure to what extent

brands can benefit the society: going past your outlined duties to reach out to the most

distant persons and unaddressed issues.

• Reward and recognize customer loyalty

• Remind returning and new customers of their commitment to providing excellent

service.

• Raise awareness in the company on the importance of customer service.