Strathmore Business School Dean, Dr.George Njenga was the Chief Guest at the Service Excellence Awards 2015 held at the Laico Regency. Gracing the event, he honored the winners of the top three organizations which received the highest rating on the Net Promoter Score in their various sectors.
As tradition, The Service Excellence Awards are given on merit of institutions which render exemplary customer service; based on surveys sourcing information directly from customers. The NPS is based on one simple question: ‘On a scale of zero to ten how likely are you to recommend a product or service to your friends of family?’ This has a direct impact on the institutions performance, as it indicates to the organization the number of customers they are able to retain and gain. The Service Excellence Awards covered various sectors; Banking, Mobile Operators, Internet Service Providers, Supermarkets, Airlines, Fuel Stations, Insurance, and Government Services, just but to mention a few.
Key members who attended the Service Excellence Awards Breakfast 2015 were; Dr. George Njenga , Dean Strathmore Business School (Chief Guest Address), Carolyne Gathuru , Board Member ICS Kenya, Kenfield Griffith, CEOmSurvey, Edwin Macharia, Managing Partner Dalberg and Eva Kiplagat, Chairperson ICS Kenya.
Dr.George Njenga challenged the leaders of every private and public institution, providing the correlation between customer service and leadership style. “Leaders should be the role models of customer service and the key initiators of customer service in their institutions. That simple smile from you who serves the customer makes a huge difference. Therefore, leaders should have a good relationship with their employees as this responds to how they relate to the customer.”
He also added that customer service is being patriotic, one should love what they do and as a result, loving the customer and their preferences. “You have to place a signature on your product. It’s the meaning of excellence, laying the last stone,” he concluded.