This study sought to investigate the impact of TQM policy on customer satisfaction in relation to customers’ reception and customers’ education services at KPLC. An exploratory study design was adopted in the study targeting employees of KPLC (internal customers, 489) and customers being served by KPLC (external customers, 32,750) in Uasin Gishu County. A sample of 30% of the employees was computed using Kerlinger (1983) and Kothari (2008) yielding 147 employees. The employees were then sampled using proportionate random sampling technique. To compute the sample of external customers, Reid and Boore (1991) formula (since the population is greater than 10,000) was used to get 395 respondents. Data were collected using questionnaire. After data collection, responses from questionnaire items were cross-checked to facilitate coding and processing for analysis using Statistical Package for Social Sciences (SPSS) computer program version 20.0. Open-ended questions were analysed through coding themes and quotas that emerged. The themes emerging from secondary data were identified to augment primary data. Qualitative data were transcribed and organized into themes in order to check on their frequencies based on the research objective. The study established that majority of customers were generally dissatisfied with reception services at KPLC. In addition, customer education services had been provided to a moderate extent; and, KPLCs response to critical incidences was generally low. The study recommends that emphasis should be put on the principles of TQM for successful impact of TQM policy on customer satisfaction and for the success of the company. The role of leadership, employee participation and empowerment, planning, training, communication, customer focus, supplier quality management, continual improvement, and organizational culture are apparently significant addition for the success of the company in terms of market share, productivity, profitability and overall business performance.