KMTC CEO URGES CUSTOMER CARE OFFICERS TO ELEVATE SERVICE EXCELLENCE
The Kenya Medical Training College (KMTC) CEO Dr. Kelly Oluoch has underscored the critical role of Customer Care Officers in shaping the institution’s public image, emphasizing that their interactions define the perception of KMTC. Speaking during a Customer Care Officers’ Training at KMTC Nakuru Campus, the CEO reminded attendees that “You are the face of KMTC. Every customer’s impression of our institution begins with you.”
Highlighting the importance of first impressions, Dr. Oluoch noted that in just 30 seconds, a client forms a perception of the institution based on how they are received. “It’s not just about how much you care, it’s about how much the customer feels you care,” he stressed. He urged officers to be mindful of their body language, appearance, and communication, as these elements significantly influence customer experiences.
The CEO further emphasized that effective customer care goes beyond offering basic assistance; it requires in-depth knowledge of KMTC’s courses, programs, and strategic direction. Officers were challenged to deliver not only satisfactory services but exceptional experiences, ensuring that customers receive accurate and timely information.
To enhance service delivery, Dr. Oluoch announced the establishment of a Customer Relations Management (CRM) platform that will enable real-time interaction and feedback to improve service standards across all KMTC campuses.
The training, themed “Think Like a Customer (TLC)” is a five-day capacity-building program aimed at strengthening customer service excellence, Citizens’ Service Delivery Charter standards, protocol, grooming and etiquette among KMTC’s frontline staff. The training is being facilitated by experts in corporate communication, the Kenya School of Government, and the Public Service Commission.
Through such initiatives, KMTC continues to uphold its commitment to excellence in service delivery, ensuring that every interaction reflects the institution’s professionalism, efficiency, and customer-centered approach.
