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…
Latest insights
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 […]
How A Baker Can Make Or Spoil A Day
I have always seen funny ‘What I Ordered vs What I Got’ memes online and laughed my heart out. Especially where ladies order dresses and jumpsuits, but ‘forget to order the body type’ or where guys order home furniture and end up receiving toy-sized furniture. Despite the fact that some people get raw deals out […]
Tips For Dealing With Racist Customers
📞 Phone rings Sales Person: XYZ Company, good afternoon… Caller: Good afternoon. I want to purchase item X in bulk. Sales Person: Thank you for choosing us. I will be happy to serve you. The item costs *** inclusive of VAT. How many of those do you want to purchase? Caller: No sir, I want […]
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 […]
KPIs for Digital Customer Service
Digital customer service has been on an upward trajectory over the years. There are now more job vacancies for digital customer support professionals. With the current COVID-19 pandemic the demand is even higher. When I started my career as a digital customer service representative a couple of years ago, we would handle customers directly from […]
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: […]
Sexually Transmitted Jobs – My Story
On the email invite, look sharp was highlighted in bold and the same statement was echoed out via a phone conversation…and so I did. I walked into the room and even before I sat down, the gentleman told me that I was overqualified. He then introduced himself and interviewed me. Two days later, I received […]