Category: Customer Experience
A Memorable Holiday: Monkey Business
Mombasa, with its stunning beaches and vibrant culture, was the perfect destination for my family to unwind and enjoy a well-deserved holiday. Little did we know that our lunch at an outdoor restaurant would turn into a memorable experience filled with monkeys, kindness, and valuable lessons in customer service. As we settled into our seats […]
Road Trip Chronicles
The other day a colleague gave me a story of how dreams come true; well as a young boy he always admired Toyota Corollas and had a dream of owning one when he grew up. A couple of years ago he had traveled to Kisii and his family was to join him a couple of days later but when his family arrived, no one was talking to him (walikuwa wamefura kama mandazi) because their journey from Nairobi to Kisii involved seating in the boot of a Probox. His children vowed they would never use public means to travel to the village again and true to their words and his beliefs, the next journey to Kisii was in a personal […]
Flawless Customer Experience
One fine morning, a client walked in and this was how the conversation went: Client: Good morning. Is XYZ in today? Me: Good morning sir, XYZ is not in but ABC is holding forte for him. Client: Okay, I want to see that person. I am not happy with the service here. Me: […]
Debt-free
A couple of months ago, I received an email from a certain government office informing me that I had an outstanding debt. It was not just a debt but a huge debt! About 2 years ago, the same organization had sent me an email of that sort and I launched my complaint and the issue […]
A Day of Firsts
The long wait was over, I was going to become a mum. Since I had refused to check the gender, I was going to find out my baby’s gender. I was in the house when my water broke and going by my mum’s facial expression I knew that the day had finally come. We rushed […]
Thinking Like Your Customer
Customers are only interested in what is good for them and how much your product will cost them, and not you. Focusing on the customers’ needs from their point of view and not from the business view plays a big role in discovering and understanding your customer service, areas of improvement and wonderful customer experiences. […]
My Commuting Experience
For those of us who use public service vehicles; how would you describe your experience? If I were to rate my experiences, I would be Neither Satisfied Nor Dissatisfied for so many reasons. Today was different, my rating is Very Satisfied. If you have ever used a PSV especially in Nairobi you know how impatient most operators are. […]