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DRIVING THE CUSTOMER SERVICE AGENDA

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About the author  

Paul Kitemu is a capacity-building expert in the areas of business development, service excellence and training of Trainers (ToT). 

With a wealth of experience spanning over 20 years in the banking industry in various capacities and as a leader in service delivery functions, Paul has been exposed to managing service delivery centres with sales and cross selling agenda, cross operational centre coordination, standardization and benchmarking of industry practices in customer experience. 

He has conducted various trainings in a number of organizations in Kenya, Tanzania, Uganda, Rwanda, Ethiopia and Ghana. 

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About the book 

Customer service is a critical part in an organization that cannot be wished away. Good Service, not only in the corporate space, is a lifestyle as we have to treat people well and with the respect they deserve. 

For organizations to thrive, among other focus areas, a deliberate and structured focus on Customer Service and planning various activities around it throughout the year is key to ensure external customers are served as per the organization’s promise – this should be the bare minimum that an organization offers. 

By following this Step-By-Step guide, individuals, teams and organizations will have a structured way of approaching service excellence in a holistic manner. 

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