The Kenya Export Promotion and Branding Agency (KEPROBA) is designed to be a beacon of support for exporters in Kenya, offering crucial advice and assistance to help businesses navigate the complex world of international trade. However, recent experiences have shed light on significant concerns regarding the agency’s effectiveness and the professionalism of its staff. Many exporters have reported frustrations with KEPROBA, pointing to issues such as unhelpful service, rudeness, and a lack of support from trade officers and management alike.
The Mandate of KEPROBA
KEPROBA’s mandate is clear: to promote and facilitate the growth of Kenyan exports by providing guidance, support, and information to businesses looking to enter international markets. The agency is supposed to be a resource for understanding export regulations, market opportunities, and branding strategies. In theory, it should be a vital ally for Kenyan exporters seeking to expand their reach and enhance their competitiveness on a global scale.
Frustrations from Clients
Despite its important role, KEPROBA has come under scrutiny for its service delivery. Numerous people have shared their frustrations with the agency, highlighting a range of issues that undermine its credibility and effectiveness:
1.Unhelpful Service: Many businesses have reported that the assistance they receive is often inadequate. Instead of providing actionable advice and support, some interactions have left exporters feeling more confused and unsupported than before.
2. Rude and Arrogant Behavior: Reports of rude and dismissive behavior from some staff members, including trade officers and management, have been particularly troubling. Such conduct not only fails to provide the necessary support but also damages the agency’s reputation and discourages exporters from seeking help.
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3. Lack of Professionalism: Instances of staff members engaging in unprofessional behavior, including making derogatory remarks and displaying a lack of respect for clients, have been reported. This kind of attitude is unacceptable and contrary to the agency’s mission of fostering a supportive environment for exporters.
The Impact on Exporters
The negative experiences reported by exporters have serious implications:
– Hindered Business Growth: Exporters who struggle to obtain the right advice and support may face difficulties in expanding their businesses internationally. Inaccurate or insufficient guidance can lead to missed opportunities and costly mistakes.
– Damaged Reputation: For KEPROBA to be effective, it must maintain a professional and respectful approach to its clients. Failure to do so risks damaging its reputation and undermining trust in the agency’s ability to fulfill its mandate.
– Frustration and Disillusionment: When businesses feel mistreated or undervalued, it not only impacts their current dealings but also discourages them from seeking support in the future. This can result in a cycle of frustration and missed opportunities.
A Call for Reform
To address these concerns and improve its service delivery, KEPROBA must undertake several key reforms:
1. Enhance Training and Professionalism: Staff should receive comprehensive training to ensure they provide helpful, respectful, and professional service. This includes sensitivity training and customer service skills.
2. Implement Feedback Mechanisms: Establishing clear channels for receiving and addressing feedback from exporters can help identify issues and implement necessary improvements.
3. Ensure Accountability: The agency must hold staff accountable for their behavior and ensure that any instances of unprofessional conduct are addressed promptly.
4. Improve Communication: Clear and consistent communication with exporters is essential. The agency should strive to provide accurate and useful information and support throughout the export process.
Conclusion
KEPROBA plays a critical role in supporting Kenya’s export sector, and its effectiveness is crucial to the success of many businesses. By addressing the concerns raised by exporters and implementing meaningful reforms, KEPROBA can enhance its service delivery, rebuild trust, and fulfill its mandate more effectively. Ensuring that all staff members adhere to high standards of professionalism and respect will not only benefit exporters but also contribute to the overall growth and success of Kenya’s export industry.
