By Robert Mutasi 
The Uasin Gishu County Government has called on public servants to improve customer experience, strengthen workplace relationships and prioritise service delivery as part of efforts to build public trust in government institutions.
During a customer service engagement held to mark the 2026 Customer Service Week, county officials urged employees to adopt a customer-focused approach guided by attentiveness, courtesy and a willingness to go beyond routine duties.
This year’s theme, “The Extra Mile,” challenges organisations to improve how they interact with customers and respond to their needs.
County Executive Committee Member for Public Service Management Loice Murrey said customer service should extend beyond service desks and shape how employees conduct themselves throughout an organisation.
Murrey described customer service as the face and heartbeat of an institution, noting that every interaction influences how customers perceive the organisation.
She encouraged staff to listen carefully, treat customers with consideration and make simple gestures, including a warm greeting and a smile, part of their daily service.
“Customer service is an attitude. We are called to improve, to be considerate and to go the extra mile,” Murrey said.
She urged employees to consider how they would want to be treated when seeking services, saying this approach could help them understand customer expectations and improve service standards.
Chief Officer for Public Service Management Dr Paul Wangwe said organisations should begin improving customer experience by strengthening relationships among their employees.
Wangwe called for greater attention to staff welfare and mental health, arguing that a supportive working environment is an important part of effective service delivery.
His remarks highlighted the relationship between employee well-being, workplace culture and the quality of services offered to the public.
For county departments, improving internal communication and staff support can help employees respond more effectively to public enquiries, address complaints and provide timely assistance.
The engagement also brought together professionals with experience in customer relations and public communication.
Abigael Ngetich, a customer experience officer at Kenya Power and Lighting Company (KPLC) in the North Rift region, shared insights on customer engagement and the importance of meeting service users’ expectations.
Director of Public Relations and Customer Service Faith Seroney also encouraged staff to invest in personal development and treat every interaction as an opportunity to serve others.
The discussions placed emphasis on continuous learning, professional conduct and the need for public institutions to maintain positive relationships with the people they serve.
The customer service initiative comes as public institutions face growing expectations to provide accessible, responsive and accountable services.
For county governments, the quality of interactions between frontline employees and residents can influence public confidence, satisfaction with services and the willingness of citizens to engage with government offices.
By promoting the theme of going the extra mile, Uasin Gishu officials are seeking to encourage a workplace culture in which employees take greater responsibility for customer needs.
The message from the engagement was that improved service delivery depends on individual conduct, supportive leadership and a shared commitment to treating customers with dignity.
The county’s emphasis on customer experience also places staff development and employee welfare among the factors that can contribute to more responsive public services.