TRAINING

A two-day seminar on “Effective communication” and “Effective customer service delivery” was hosted at Equity Resort Hotel by the Centre for Grassroots Economic Empowerment Department (CGEE) of the Justice Development and Peace Commission (JDPC).

Its main aim was to train its staff on possible ways of improving inter personal relationship among its members of staffs and improve staff relationship towards its customers.

There were more than 48 attendees from the monitoring team. The divisional managers, the area managers, management information system officers, service staffs among others. The meeting was organized around 3 main themes for the presentation that covered the following topics;

EFFECTIVE COMMUNICATION: Transactional process of sharing meanings between or among parties who share common frame of reference. Communication is effective when the message (information or ideas) from the sender (source) delivers the intended meaning to the receiver through the feedbacks.

EFFECTIVE CUSTOMER SERVICE DELIVERY: Giving insight into best practices in dealing with customers, particularly how to retain customers and send them to bring you more. The commitment level of every customer is determined by the service provider hence, the need for an organisation to build its Emotional Bank Account. Furthermore, emphasis is laid more on KYC.

CGEE OPERATIONS: There were calls from different quarters on the need for a review in CGEE operations. The world is digital and this transformation must be incorporated in CGEE operations.

Operational reviews are to be tailored around the principles and believes of the organisation so it doesn’t derail from its mission and vision.

There were 3 presentations in total. The presentations were followed by group discussions on default/ Risk Management and human relations.

MAIN CONCLUSIONS OF THE SEMINAR

• Effective communications improve productivity and goodwill of the organisation.
• Effective customer service delivery helps to retain customers and send them to bring new ones.
• Policy change should be evidence based and must align with the tenets of the organisation.

NEXT STEP

Collaboration between managers at all levels will continue to be encouraged via training and re-orientation.