The Institute of Customer Experience (ICX) has lauded the government's move to invest in customer care services an exercise previously practiced in the private sector.
It lauded the expansion of Huduma Centers across the country and opening of customer care desks in government departments and said it was ready to partner with the government to promote customer care.
The ICX noted that the customer care sector was on its way to full recovery after the Covid-19 pandemic that wreaked havoc in nearly all sectors.
According to Sheila Mugusia, a board member with the institute, certification still remains a major challenge in the sector.
She noted that unlike other professional bodies with regulators, there was none in the sector leading to a proliferation of quacks.
“Previously the issue of customer service was meant for the private sector but we are happy that the government has now embraced this,” she said.
Speaking in Naivasha during the Africa annual customer experience week, Mugusia challenged institutions to invest in human resources as one way of addressing customer needs.
Another board member Wavi Mungala said the sector had evolved from customer care to service and currently to customer experience.
She lauded the opening up of more Huduma Centers by the government saying this was the way to go in dealing with rising public demands.
“The government, just like the private sector, has invested in customer experience and we expect to see more Kenyans win global awards for service delivery,” she said.
Chantel Botha the MD Brandlove identified Kenya, Rwanda and South Africa as some of the rising countries in the continent in terms of customer experience.
She said that her organization had entered into a partnership with the Institute of Customer Experience in which the members would be trained in various courses.
“Under this partnership, we expect to improve the experience and ability of the members in making customer experience better,” she said.
