Course Title: Customer Service Excellence in Kenyan SACCOs

Duration: 1 Day (Full-Time)

Target Group: SACCO front-line staff, branch managers, customer service officers, marketing officers, and senior management involved in member relations.

1. Executive Summary

This 2-day course equips SACCO staff and managers with practical skills to deliver exceptional customer service. Participants will explore techniques to enhance member satisfaction, manage complaints effectively, foster loyalty, and promote a member-centric culture, ensuring SACCOs achieve operational excellence and member trust.

2. Course Objectives

By the end of this training, participants will be able to:

1. Understand the principles of customer service excellence in SACCOs.
2. Develop skills to handle customer inquiries and complaints effectively.
3. Foster a member-centric culture across the organization.
4. Implement strategies to enhance member satisfaction and loyalty.
5. Align customer service practices with SACCO governance and operational standards.

3. Expected Learning Outcomes

Participants will be able to:

1. Demonstrate effective communication and interpersonal skills with members.
2. Resolve member complaints and issues professionally and efficiently.
3. Promote a culture of continuous improvement in service delivery.
4. Apply strategies to measure and improve customer satisfaction.
5. Integrate customer service excellence into SACCO policies, operations, and strategic goals.