“The Extra Mile” is the theme for the 2026 Customer Service Week, serving as an important reminder of the value of going a little further for every customer.

Customers are the reason we are here, and the reason we must keep improving.
This was the message during a customer service engagement that brought together staff and partners to reflect on service delivery, customer experience and the importance of going the extra mile.

Speaking during the engagement, County Executive Committee Member for Public Service Management, Mrs Loice Murrey, urged staff to view customer service as more than a desk, describing it as the face, heartbeat and human touch of an organisation.

She encouraged staff to be attentive, considerate and committed to meeting customers’ needs, noting that simple acts such as a warm greeting and a smile can transform a customer’s experience.

Murrey challenged staff to always ask themselves how they would wish to be treated if they were in the customer’s position.

“Customer service is an attitude. We are called to improve, to be considerate and to go the extra mile,” she said, emphasizing that every interaction is an opportunity to learn, serve and create a positive image of the organisation.

Chief Officer for Public Service Management, Dr Paul Wangwe, called on staff to begin by improving how they relate with and support one another, while paying attention to staff welfare and mental health as key components of a positive customer experience.

The engagement also featured insights from Abigael Ngetich, a Customer Experience Officer at Kenya Power and Lighting Company (KPLC) in the North Rift Region, and Director of Public Relations and Customer Service Faith Seroney, who encouraged staff to continuously develop themselves and make every interaction an opportunity to serve humanity.

ELDOWAS representatives, Director of Administration and Planning, Philip Kimutai and Assistant Director of Communication, Selly Chebet, were also present during the engagement.