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Celebrating Service: Customer Service Week 2022

04 OCTOBER 2022

It is that time of the year again when we get to celebrate Customer Service Week, and with this year’s theme being ‘Celebrate Service’, we are celebrating our team for their contribution and hard work in ensuring that our customers receive the best service, whilst also appreciating our customers for partnering with us in driving the shift towards a sustainable transport system. 

At Scania, one of our core values is Customer First, because our customers are at the centre of all we do, and we can only be successful when they are successful. With this core value intertwined in our operations, improvements in our service delivery and overall customer experience have been observed, resulting in our customers feeling more appreciated and valuing our partnership even more because our teams have adopted a more proactive approach in our service offering geared towards maximizing the business returns for our customers, and uptime of their vehicles. “Over the last year, our customers feel that there has been a significant improvement in the service delivery which they receive from Scania. We are more alert, we communicate quicker and clearer, and we are working together with them in delivering solutions to meet their different needs. We are generally more on our toes,” highlights Lars Eklund, Managing Director, Scania East Africa.


Delivering experiences where our customers feel prioritized, valued, and that their business operations are important to us is critical across all our departments. “Customer experience cannot be narrowed down as the responsibility of the customer service team only, because it is a philosophy that needs to be embedded in the heart of the organisation with every employee being a customer experience ambassador,” explains Anne Wanja, Customer Support Specialist, Scania East Africa.


As a company, with our commitment to continuous improvement in delivering profitable  products and services that create value for our customers, we endeavour to continue supporting our customers with our expertise, services, fully equipped workshops, and digital tools in optimizing their business operations. “We have invested and implemented a lot to improve on our customer experience, however there is still room for improvement in further delivering exceptional customer experiences,” Lars adds on.


From all us at Scania, ours is a heartfelt thank you for partnering with us. Happy Customer Service Week!