Customer Service Week for the year 2020 was celebrated in an out of the box fashion on 8th October 2020.  True to the corporate culture at Optiven, the team was having fun on all sides and the laughter on the ground at GMC Place Kitengela was nothing short of palpable.

This particular day, the agenda was nothing more or nothing less but celebration of the staff members that make Optiven such a great brand.   Perhaps compelling the words of Richard Branson, the Chief Executive at Virgin Atlantic Air Ways, who said, ‘clients do not come first, employees come first!  If you take care of your employees, they will take care of the clients.

These sentiments came true on this day, as hundreds of staff working with Optiven met for the annual celebration of Customer Service Week.  The week took the full circle with various activities including the launch of the now world famous Master KG Jerusalema Dance, showcasing the company portfolio and operations.

Speaking at the event that has become a trade mark of the company, Group Chief Executive George Wachiuri was at hand to address the team as well as award the deserving members in different categories.  The winners in close to fifteen categories were singled out for their tenacity, consistency, professionalism, innovation, initiative, creativity and team work among others.

Celebrations and cheers jammed the arena during the awarding ceremony with the winners taking home trophies, certificates and shopping vouchers among other awards.  Winners both male and female bore testimony to the company’s vision of social economic empowerment as part of the corporate strategy efforts towards reducing the unemployment gap in the country.

The numbers on the ground were also a true reflection of Optiven’s inclusivity policy as concerns the engagement of talent under it’s human resource department.


ABOVE:  Mr. George Wachiuri, Group CEO, (left), Mrs. Mary Wachuka, Group General Manager (second left), Mr. Charles Muraguri, Director at Optiven Group and Mr. Peter Gitonga, winner of the Excellence in Service Leadership Award 2020. 

The event was yet another reason to celebrate working with the top Real Estate Company as voted since 2018 and the company to work for based on the Human Resource Operations award bestowed to Optiven Limited in the island nation of Mauritius in 2019.  It provided a great platform to launch a special three-year corporate strategy, which was communicated to the team as part of it’s roll out plan.

Speaking on the strategy, Wachiuri noted, ‘there is need for the vision to be cast in the future and to achieve any form of success on the same, Optiven as a company must understand where we are going.  This is what informs our day to day activities towards meeting the larger vision’.  He added that while the roll out of the 5-pronged strategy would take effect immediately, the roll out which will involve all teams will be scheduled and spaced out through the three year period ending 2021 to 2023 respectively.

The focus under the strategy will consider staff as key instruments for the success of the other focus areas.  Other aspects of the strategy will cover expansion, growth, service provision and welfare among others.

Mr. Wachiuri took the opportunity to encourage the staff to remain focused in their areas of jurisdiction while putting emphasis on the customer both internal and external.  Wachiuri said, ‘each of us serving at Optiven has a great opportunity to provide world class customer service to our customers at every point.  We can only soar higher if our customers needs are met in a manner that is professional, caring, and leaves them with an experience to remember.’  With the company’s rallying call of Experience the Difference, Optiven is now geared to catapult its service delivery with the staff leading from the front.

ABOVE:  Members of the Dream Team at Optiven during the Customer Service Week 2020 at GMC Place Kitengela

Customer Service Week is celebrated on the first full week of October every year.  Started in 1998 by the International Customer Service Association, the day was nationally recognized in 1992 by the US Congress.  The initial objectives were to boost morale, thank departments supporting Customer Service and raise company wide awareness on the importance of customer service.

The theme for the year 2020 was The Dream Team and at Optiven Group, the team and all the departments bring to life the words of Tony Hsieh who said, ‘Customer Service should not be just a department, it should be the entire company’.