CUSTOMER SERVICE EXCELLENCE TRAINING.
Huduma Kenya has successfully promoted citizen to Government interaction by raising the customer satisfaction index to a 92% average for over ten (10) years. This has been made possible by:
- Standardizing access to Government services across the country;
- Ensuring predictable turnaround times;
- Enhancing citizen feedback on services; and
- Improving customer satisfaction through;
- Establishment and Implementation of Huduma Customer Service Excellence (CSE) Standards;
- Continuous staff training in experiential transformative CSE and Huduma Service delivery standards; and
- Ensuring compliance and monitoring adherence to Huduma CSE standards. Huduma Kenya and the Kenya School of Government (KSG) jointly developed a Customer Service Excellence (CSE) Training Framework for the Public Service.
The CSE training is aimed at transforming the mindset of Public Officers to Public Servants. All Public Servants after undergoing the training, will therefore be expected to serve Wananchi with courtesy, respect, dignity and at all times guided by a Customer-Centric perspective with an emphasis on Service Excellence.
The CSE Training Framework marks a significant milestone in Kenya’s journey to build a citizen-first public service. It underscores the commitment to uphold dignity, respect, efficiency, and professionalism in every interaction between public servants and the people of Kenya. The following Customer Service Excellence training programs are available to applicants:
- The Customer Service Excellence program for Executive Leaders;
- The Customer Service Excellence program for Senior Managers;
- The Customer Service Excellence program for Technical Officers;
- The Customer Service Excellence program for Frontline Officers; and
- The Customer Service Excellence program for Assessors/Quality Managers.