OUR CUSTOMER SERVICE CHARTER
The Kenya Power Pension Fund (The Fund)’s Customer Service Charter is a statement of our commitment to provide our customers with quality services and standards by which we can measure our performance. It also provides our employees with clear guidelines to endeavor for in service excellence and to achieve the Fund’s Vision and Mission as identified in our Strategic Plan.
Our Customer Service Principles
We have endeavored to align our processes and principles best practices customer service.
Key Principles
What you can Expect from Our Employees
- Respect our customers
- Provide prompt, friendly, courteous and efficient customer service and always remain professional.
- Take ownership of enquiries, follow-up and keep our customers informed of progress to completion.
- Be realistic about what we can do and in what time frames.
- Provide accurate and consistent information
- Actively seek feedback on our services to ensure they meet customer needs
- Strive to provide excellent customer service through continuous improvement, customer surveys and identification of new technologies to assist in the customer experience.
Additionally the Fund also Commits to act with;
- Responsiveness: Prompt response based on accuracy, service targets and timelines.
- Quality Services: Excellent services tailored to customer needs and good customer experience and high level of standards that we have set.
- Confidentiality: We have systems in place to ensure confidential information is protected.
- Professionalism: Treating all customers/members with honesty, fairness, accountability and integrity.
- Transparency: Openness and transparent about our processes, communication channels and availing information as requested.