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Qualities of the Modern Employee

Staff training is an essential and indispensable part of Human Resource Management. At modern Coast, the essence of training employees to enable them conquer their work and provide satisfactory services to clients is recognized. The company is observant of today’s business climate and the exponential growth in technology with its effect on service delivery and customer satisfaction. As a result of modernity and the highly dynamic environment in the service industry, the need for employee training has become more pronounced than ever. Modern Coast has once again justified that it is ‘The Ultimate Leader’ through its provision of ongoing attention to staff training and development to enhance service delivery and remain competitive.

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Pic: Some of the company managers

At Modern Coast, measures are taken to respond to the fast paced and constantly evolving business environment. The latest initiative was a two day extensive managers’ training that was held in the company’s premises in Nairobi (Kenya) with an aim of boosting the managers’ efficiency and expertise in performing their daily necessities. The training was also guided by the company’s customer service policy that “Customer Service is not a department; it is everybody”. As such, one of the key objectives of the training sessions was to ensure that the company maintains exceptionally high levels of housekeeping and making all employees adept with the current technological tools that are required in their jobs. The training revisited customer service skills like how to address customers in both positive and negative situations to ensure that customers appreciate the company’s services and that they depart with plans to return.

The main aim of Human Resource Management at Modern Coast is to close the gap between actual performance and the ideal requirements of the service industry to achieve greater organizational effectiveness and success. The company invests a lot of resources to ensure its employees’ competence at work with particular attention given to the need for improving their qualities. The company is also cognizant of the fact that the level of service quality is highly dependent on the qualities of employees like knowledge, skills and thoughts.

The managers training will go a long way in increasing productivity and having employees armed with professional knowledge, experienced skills and valid thoughts. The training also helped to motivate and have managers inspired as it provided them all essential information that is relevant to their work besides sensitizing them to understand how vital they are to the company. It also provided an opportunity for the managers to familiarize themselves with each other hence fostering unity in the company so as to create a harmonious atmosphere. It helped in the provision of accurate work specification and increase the passion of work while also building team spirit between the top management and the branch managers.

The importance of employee training and development in the service industry can’t be overstated, because every job ultimately aims for client satisfaction. At Modern Coast, we understand that all our employees affect our customers’ experience. Without proper training, employee-customer encounters can go off track, affecting a company’s bottom line. We invest in employee training despite it being an expensive undertaking for we are convinced that the benefits will obviously outweigh the costs.

 

Authored by – Wycklif Onyango

27 comments

  1. Is it possible that we create a booking office in Bomet??

    • Modern Coast Express

      Hi Sigey, thank you for writing to us, kindly note, we are working on new routes and hence new offices usually come up as well. In case we open one in Bomet, we will update in our website and social media pages as well. Thank you.

  2. iam a frequent customer of modern service and your service is extreme best. keep up . am trailer driver and if need service of proffesional driver u can count on me. I am 38 years old

    • Modern Coast Express

      Hi Paul, thank you for this awesome feedback. We appreciate and value you. We always update our website with available vacancies under jobs link when you visit http://www.modern.co.ke. We also put requirements and how to apply. Keep checking our website and don’t hesitate to apply when you see a job that you qualify. Thank you.

  3. francis nderitu

    I travelled with modern 3 from Nairobi to Kampala n the staffs were well organised n have a lot of respect.so I can’t travel with another bus apart from modern.

    • Modern Coast Express

      Hi Francis, thank you for this awesome feedback, we appreciate and value you for being our esteemed customer. We will share this feedback to the manager in charge so that they can get recognized for excellent work. Thank you.

  4. I sent a package to Nakuru from Malindi 04.03.16 and I was not happy the way I was treated by your 2 staff in Malindi office. A lady and a gentleman.

    I had initially called to inquire if I can send the package (coconuts) and I was told it was possible for me to send it. Arriving at the office I was told to pay Kshs. 1000 since the package was not allowed to be sent. On telling the staff that I had actually called before I came, they charged Kshs. 800 and that they were just doing me a favor actually.

    I was not happy with the service and kindly make the charges clear to avoid future misunderstandings
    Thank you

    • Modern Coast Express

      Hi George, thank you for writing to us, we sincerely apologize for bad service at our Malindi office, we have raised this issue to the manager in charge to follow up and ensure changes are made, for professionalism and proper parcel charges advised at all times. Thank you for being our loyal customer, we value you. Cheers!

  5. My first trip ever to Mombasa was via modern coast last month and actually I loved the services, the air conditioned buses, and a funny driver who kept cracking jokes all way. U guys are making me plan to go back to coast soon…keep up

    • Modern Coast Express

      Hi John, thank you for this awesome feedback, we appreciate and value you you being our loyal customer. Glad to note you enjoyed travelling to us. You are welcome to travel with us again. Thank you.

  6. Jmni Naul ya kutoka dar kwenda lamu bei gani ??

    • Modern Coast Express

      Hi Daniel, thank you for writing to us, please note, we do not have a direct bus from Dar to Lamu, but we have our buses from Dar to Mombasa, fare charges Ksh 1200/-. Thank you.

      • Ok. Am also a frequent cost over of modern coast & i lyk da service u offer to us bt ma qsn is jst a simply one….. Why can’t the company balance the buses & take the classic buses also to kitui route?? Kitui buses are the old ones in the company na hii siyo poa cz sisi wote ni macustomers….. Thanx.

        • Modern Coast Express

          Hi Joel. Thank you for writing to us, we appreciate and value you for being our esteemed customer. We sincerely apologize for this, we value your feedback. We are sorry and we understand your frustrations. We are working on improving our services so that all our customers can have the “travel in style” experience. We will surely share this feedback with the manager in charge to check and ensure changes are made where necessary. Thank you for choosing Modern Coast Express. We value you.

  7. Am sorry i meant am a frequent customer of modern coast

  8. I wish you could as well operate Meya Nairobi or Mbeya Mombasa Please; Wycliffe Onyango Reply!
    Regards,

    Joseph

    • Modern Coast Express

      Hi Joseph, thank you for writing to us, please note, we do not have a direct bus from Nairobi to Mbeya, but we have our buses in Tz routes, please visit our booking office near you, you will be assisted to took and travel via our connecting buses. Thank you.

  9. Hae mordern am just looking for a job as a driver in use company pliz

    • Modern Coast Express

      Hi Elkanah. Thank you for your interest to work with us. We always update our website with available vacancies under jobs link when you visit http://www.modern.co.ke. We also put requirements and how to apply. Keep checking our website and don’t hesitate to apply when you see a job that you qualify. Thank you.

  10. I always loved the modern coast see any leaders in meetings

  11. I am a very disappointed customer. Just last week I traveled from Nairobi to Malindi and back this week. The bus to Malindi was so dirty including the seats it felt like a joke what I saw on your website. When I asked about internet the guy laughed it off talking about analogue. The trip back was a nightmare. The man seated infront of me and I tried to fix the seat infront of me as it was pushing on my legs rather unsuccessfully. We called the staff who said there was nothing they could do. They had already tried to fix the seat infront of my nephew (he was sitting on seat #44 and I was on seat #42) but left it when unable to. So the seat provided just like me no leeway to move. In addition to curtains that provided no shelter to the direct heat either on the windows or at the very back where we were seated, this was a very uncomfortable 12 hours from Malindi.
    A lady asked to be dropped in South C so we decided to alight there. The bus stopped right in the middle of Mombasa Road right next to the petrol station. This was very unsafe and we kept on asking why he couldn’t pull to the petrol station when a Mash bus came in after us and dropped its passengers at the petrol station. I was in the company of my 12 year old son, my nephew and niece and I hadn’t felt this unsafe. The guy couldn’t find my luggage saying maybe someone who got earlier may have taken it (another example of bad customer service). He found it after for the 4th time pointed where I saw them put it before we left from Malindi.
    Needless to say, this is the last time I take Modern Coast and would not recommend it to anyone.

    • Hi Moses. Thank you for writing to us, we appreciate and value you for being our esteemed customer. We sincerely apologize for that bad experience, we value your feedback. We are sorry and we understand your frustrations. We are working on improving our services so that all our customers can have the “travel in style” experience. We will surely share this feedback with the manager in charge to check and ensure changes are made where necessary. Thank you.

  12. Hi,modern coast My view is you open a booking zone at Nkubu- Meru,, in case my view is good to the company of modern coast please offer mi a chance to walk for your company their

    • Hi Godfrey, thank you for writing to us, please note, we already have our booking office in Meru and Maua. For the jobs query please note, . We always update our website with available vacancies under jobs link when you visit http://www.modern.co.ke. We also put requirements and how to apply. Keep checking our website and don’t hesitate to apply when you see a job that you qualify. Thank you.

  13. Hi admin!!
    I am a frequent customer I always travel from Nairobi to Isebania. Actually the service is generally good but the case is, some of the loaders and watchmen get used too much in begging # plz tell them to stick on the duties they are assigned not to turn into being beggars#
    Thank you.

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