Celebrating Customer Service Week with Transformative Training on Excellence in Service
As part of Customer Service Week celebrations, Vipingo Ridge hosted a transformative training session led by Rt. Fathiya Noordean (PHF), Regional Manager at Absa Bank Kenya, Coast Region, and Mary Garbutt, Business Bank Sector Head at Absa Bank Kenya. The session, attended by staff across departments, focused on critical principles for enhancing service delivery, from personal branding and trust-building to effective communication and the power of feedback.
Personal branding was a key highlight, with employees learning the importance of presenting themselves in a way that reflects the values of the organization daily. Understanding one’s value proposition and communicating it effectively not only enhances interactions with guests but also contributes to professional growth. The session underscored how authenticity and reliability create the foundation of trust, an essential element in fostering positive relationships with both guests and colleagues.
Fathiya and Mary also emphasized the value of feedback, describing it as a powerful tool for continuous improvement. They encouraged the team to view feedback as a gift—one that helps individuals and teams grow by identifying areas of opportunity and improvement.
Confidence and passion were also celebrated as crucial factors in daily operations, but the trainers highlighted that consistency in service is the key to creating lasting impressions. "It's the commitment to delivering excellent service every single day, rather than moments of greatness, that sets you apart," noted Mary Garbutt during the session.
The training equipped the Vipingo Ridge team with fresh perspectives and renewed energy to continue exceeding the expectations of their esteemed guests. As Customer Service Week concluded, there was a shared sense of pride and purpose, as the team looked forward to putting their new skills into action and continuing to uphold the highest standards of service excellence.
