The place of standards in customer service

Kenya Bureau of Standards  Managing Director Esther Ngari.

As we celebrate Customer Service Week, it’s essential to highlight what truly fuels successful customer relations—trust, consistency, and quality.

At the Kenya Bureau of Standards (KEBS), we believe that trust is built on these three pillars, ensuring that every interaction between a business and its customers is positive, consistent, and impactful.

With standards as the bedrock of quality and safety, we guarantee that our stakeholders—whether businesses or consumers—experience the excellence, reliability, and assurance that define world-class customer service.

 Standards are not just technical jargon or regulatory necessities. They are the guarantee that the products you buy, the services you receive, and the innovations you adopt are safe, reliable, and meet your expectations.

At the core of every satisfied customer is confidence—confidence that the product they’re using won’t fail them and that their concerns are being met by a system that values their safety and satisfaction.

 Imagine walking into a store to purchase an electrical appliance or selecting a pharmaceutical product off the shelf. How do you know it’s safe? How can you be certain it’s been rigorously tested for quality? That assurance comes from the standards set and enforced by organizations like KEBS. Every time a customer sees our mark of approval, they know that the product in their hands has met the strictest criteria for safety, quality, and performance.

 For businesses, adhering to these standards isn’t just about meeting regulatory requirements. It’s about communicating with customers in the universal language of trust. When companies align their products and services with recognized standards, they’re telling their customers: “We care about your safety, your experience, and your satisfaction.”

 This commitment to standards is what makes the customer experience seamless. Businesses that follow standards create trust, and in turn, trust creates loyalty. Loyal customers are not just satisfied—they become brand ambassadors, and they drive the success of businesses.

 In today’s competitive business environment, standards are the unsung heroes of exceptional customer service.

They ensure that customer expectations are met consistently, from the first point of contact to the final delivery of a product or service.

 Consider the implications of non-standardized products or services inconsistent quality, safety risks, and failed promises. Such experiences erode customer trust and create a chasm between businesses and their consumers.

On the other hand, businesses that prioritize standards position themselves to excel. They enjoy smoother customer relationships, fewer complaints, and stronger brand reputations.

 At KEBS, we see this first-hand. Companies that collaborate with us to adhere to high standards not only improve their product quality but also enhance their customer service strategies.

Why? Because standards provide a framework for predictability—a critical factor in customer satisfaction. When customers know what to expect, they are more likely to return, more likely to recommend, and more likely to remain loyal.

 As businesses and industries shift into the digital age, the role of standards has never been more critical. Whether it's the secure handling of customer data, the seamless integration of digital services, or the safe use of cutting-edge technologies, standards remain at the forefront, protecting both businesses and consumers.

 In e-commerce, for example, where customers are engaging with businesses online more than ever, standards in digital transactions, cybersecurity, and data privacy ensure that consumers can shop with confidence. For KEBS, the challenge and opportunity lie in developing and maintaining these standards in a fast-paced digital environment.

 It is not just about products anymore. Service standards—how businesses respond to customer inquiries, handle complaints, or deliver on promises—are becoming increasingly important. And this goes beyond having polite customer service agents.

The entire system of engagement, whether digital or physical, must be standardized to ensure that customers are getting the same high-quality experience, every time.

 This Customer Service Week, we at KEBS reaffirm our commitment to upholding and promoting the standards that make excellent customer service possible. Standards are not static—they evolve with industries, technologies, and, most importantly, customer needs.

KEBS remains agile, working with stakeholders to ensure that as consumer expectations rise, the standards that govern quality and safety rise with them.

 As Managing Director of KEBS, I have seen how our standards shape industries, protect consumers and drive business success. Whether it is a small business starting out or a multinational expanding its reach, those that embrace standards do not just survive—they thrive. And this translates directly into better customer relationships.

 Looking forward, standards will play a pivotal role in shaping the future of customer service and business innovation.

   From healthcare to agriculture, from manufacturing to technology, standards are the anchor that ensures stability in a world of constant change. They allow businesses to innovate without sacrificing quality, and they allow customers to embrace new products and services without fear.

 As we celebrate Customer Service Week, let us recognize the critical role that standards play in delivering exceptional customer experiences.

At KEBS, we are proud to be at the forefront of this movement, ensuring that businesses and consumers alike can navigate an increasingly complex world with confidence, trust, and assurance. Happy Customer Service Week!

 The writer is the Managing Director, KEBS