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MUTHONI KIBANDI UNIVERSITY LIBRARIAN-PUEA. TITLE: CUSTOMER SATISFACTION SURVEY-PUEA UNIVERSITY, MARCH 2012. PRESENTED AT: SCANUL-ECS PRE-CONFERENCE 2012.

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Presentation on theme: "MUTHONI KIBANDI UNIVERSITY LIBRARIAN-PUEA. TITLE: CUSTOMER SATISFACTION SURVEY-PUEA UNIVERSITY, MARCH 2012. PRESENTED AT: SCANUL-ECS PRE-CONFERENCE 2012."— Presentation transcript:

1 MUTHONI KIBANDI UNIVERSITY LIBRARIAN-PUEA. TITLE: CUSTOMER SATISFACTION SURVEY-PUEA UNIVERSITY, MARCH 2012. PRESENTED AT: SCANUL-ECS PRE-CONFERENCE 2012 IN KENYATTA UNIVERSITY. JUNE 2012.

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17 Continuous education and skills enhancement ( CE in service business is what sharpening an axe is to wood cutting)

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20  Know your mission  Get basic structure right  Get right team at top  Ensure have a strong purpose and sense of ethics  Check out details-however small  Listen to customers and act on what you hear as well as staff views

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22 THANK YOU

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