Vilcom Networks Limited is embedding customer-centricity at the heart of its operations after successfully concluding a four-cohort customer service and experience training program for its entire workforce.
The training, which was facilitated by customer service expert Godfrey Wakoli from Corporate Staffing, brought together employees from different departments in a collective effort to strengthen client engagement and service delivery.
Vilcom Networks Chief Executive Officer, Agnes Limo, underscored the important role played by customers in the company’s strategy.
Limo says the training would not be a one-off but a mandatory annual program aimed at ensuring continuous improvement in service delivery.
“The customer is number one, and customer service is not just a department at Vilcom—it is the heart of everything we do,” she said, emphasizing that equipping staff with the right skills directly translates into greater client satisfaction and long-term loyalty.
Wakoli says service excellence is a continuous journey that requires commitment and consistency.
The program comes at a time when competition in the networks and communications sector is increasingly driven by customer experience rather than just service provision.
By integrating lessons from the training into its daily operations, Vilcom aims to strengthen its reputation as one of the most reliable and customer-focused providers in the region.