The Kenya Export Promotion and Branding Agency (KEPROBA) held a training session on Customer service and Media Engagement for its members of staff on June 27, 2022 at the Kenya Institute of Curriculum Development (KICD).
The training session kicked off with remarks from the Ag. Director Nation Brand Development, Marketing and Communication Ms. Maureen Mambo, who highlighted the importance of employees growing their knowledge base and improving on their skills in delivering on KEPROBA’s mandate.
Ms. Anne Gichuhi from UNES took the KEPROBA team through a rigorous session on customer service excellence and how to be solution focused in meeting the needs of not only the external customers, but also internal customers.
“It is important for customers to feel that their needs are being heard and addressed. You should keep in mind the three Ps of customer service that include: professionalism, patience and people come first attitude,” she said.
The session also focused on digital media and the role it plays on customer service led by Digital Specialist, Mr. Mavin Wanganda. With the evolution of technology and communication, it has become necessary for brands to meet their customers where they are. Digital platforms give the opportunity for clients to have constant access to a brand when they need it. It is imperative that the service offered to them through these channels is up to standard.
As part of the Kenya Sihami campaign, the Agency will engage different members of staff as spokespersons. Media Personality, Ms. Victoria Rubadiri took the team through media engagement skills and becoming a great spokesperson for the organization. By the end of the session, members of staff had been trained on how to ooze confidence, sound credible, connect effectively with audiences and deliver key messages concerning KEPROBA’s mandate seamlessly.
As a service-based entity, KEPROBA has a broad client base that is relying on us for consistent and top-notch services. The Kenya Export Promotion and Branding Agency is committed to living out its core value of being ‘Customer Centric’ in all engagements with the public.
The one day session was facilitated by consultants from UNES.
From Right: Ms. Anne Gichohi, Mr. Mavin Wanganda alongside KEPROBA members of staff listening to a presentation on media management at the Kenya Institute of Curriculum Development , Nairobi.
Ms. Victoria Rubadiri from Royal Media Services, giving a presentation on controlling an interview and strategies for overcoming nerves , looking and sounding confident.