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CUSTOMER SERVICE POLICY AND ITS RELEVANCE TO THE CUSTOMER SERVICE AMONG PUBLIC COPORATIONS IN KENYA

The objective of this study was to establish the extent to which customer service policy is
relevant to customer service in public corporation in Kenya. The respondents were made up of
marketing managers or head of marketing departments in the ten public corporations in Kenya
since they were directly involved in the development and monitoring of customer service policy
in their respective corporations.
The study found that; customer service policy is new concept in the management of public
corporations as well as in the entire business environment in the country. At the same time
customer service policy is relevant to customer service in public corporation in Kenya, that is,
77% of the respondents were of the opinion that customer service policies are extremely
important in their organization.
Key benefits public corporations enjoyed as a result of the implementation of customer service
policies were: assistance to the management in making informed decisions on correctivemeasures, definition of customers responsibilities, empowering front line staff to capture
complaints and feedback at first point of contact, identification of the root of customer
complaints and dissatisfaction, bench marking company's performance against best practice and
customer satisfaction through proactive surveying initiatives.

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