Editor,

When the government announced its efforts to better customer care service in the country, we held our breath.

This was mostly because we knew that this would be a fight against a culture of poor service, which we had become accustomed to. It seemed impossible for change to occur simply because poor customer service seemed to be here to stay.

I have been waiting for this message of change to get to my local shopkeeper but either he has ignored it or he has decided he will treat his customers as he always has.

It’s sad for us customers to visit big establishments like restaurants and not experience a change; especially when we are aware of how much the government is spending to fight poor service.

I am happy, however, to discover that there are some people who are determined to stay the course when it comes to customer service, My recent visit to Crystal View Restaurant at the Top Tower Hotel was very rewarding.

The hotel help was very much welcoming and seemed happy to serve customers as soon as they arrived. They were quick to take orders and serve.

The menu was clearly laid for us and the help was always close by. The restaurant has the potential to be the greatest tourist attraction especially because of the elegance and class that they have maintained over time.

This matched with excellent and trained staff, will maintain a flow of customers that other hotels can only admire.

After visiting this restaurant, I now understand that it’s possible for business people to choose to train their staff and attain the level of customer service we are being challenged to achieve.

They have proven that it’s possible and that it can be done. I only hope that others follow suit.

Margaret Wambui
mwambui@gmail.com