Vilcom Networks Concludes 4-Cohort Mandatory Customer Service & Experience Training for All Staff

Vilcom Networks Limited has successfully wrapped up an intensive 4-cohort customer service and experience training program for all staff, underscoring the company’s unwavering commitment to delivering exceptional client service.

The training, facilitated by Godfrey Wakoli from Corporate Staffing, brought together employees from every department frontline customer care, technical teams, and back-office support in an interactive program aimed at building empathy, enhancing communication, and refining processes for a superior customer journey.

The final cohort was graced by Vilcom Networks CEO, Ms. Agnes Limo, who emphasized that “the customer is number one”and reaffirmed the company’s dedication to customer-centric service.

Ms. Limo also noted that this training will remain a mandatory annual program for all employees, ensuring continuous improvement in service excellence.

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“Customer service is not just a department at Vilcom it’s the heart of everything we do,”Ms. Limo stated. By equipping our staff with the right skills, we are investing directly in our clients’ satisfaction and loyalty.”

Training Highlights

The program covered: Understanding the Customer Journey– Mapping touchpoints to uncover opportunities for better engagement

Effective Communication Skills– Building trust through professionalism, clarity, and empathy
Proactive Problem-Solving– Anticipating needs and preventing issues before they escalate
Leveraging Technology – Using digital tools to deliver faster, more personalized service

With real-life case studies, role-plays, and group discussions, the sessions provided practical, hands-on strategies that staff can immediately apply in their day-to-day work.

Impact and Next Steps
By completing all four cohorts, Vilcom Networks has strengthened its customer-first culture across all levels of the organization. The annual nature of the program ensures that service excellence remains a living, evolving standard not just a one-time event.

Training is a journey, not a destination,”said Mr. Wakoli. Vilcom’s decision to institutionalize this program is a clear sign that they take their customers and their employees seriously.”

Vilcom Networks will now integrate the insights from this training into its operational framework, further aligning with its vision of being the most reliable and customer-centric network provider in the region.