Striving for Excellence in Service

As it appeared in the daily nation of June 30th 2015 Lucy Kiruthu Many of us are thrilled when we watch a great football game or the Olympics or the Marathon or the Super bowl. We observe with awe as the sports men and women put their best foot forward. A few days ago we […]

Of Pharmacies and Customer Service

As it appeared in the daily nation of June 23rd 2015 Lucy Kiruthu Once in a while, I run errands refilling my mom’s prescriptions. I often wish some Pharmacies would do home delivery or even allow a re-order on phone, on email or online for collection at a convenient location. I have had varied experiences […]

The New Era of Customer Development

As it appeared in the daily nation of June 16th 2015 Lucy Kiruthu I once took up a sales role. Like many in sales, I was expected to close deals and bring in the business.  However, unlike many sales people, I had the luxury of picking a title which I was most comfortable with. The […]

What Makes Customers Loyal?

As it appeared in the daily nation of June 9th  2015 Lucy Kiruthu Is getting customers a hard task? What about keeping them? What makes customers want to come back? What makes them want to tell others about you?  These are questions that many in business ponder. Loyal customers are often seen to have two […]

Too Many Excuses for Sub-standard Service

As it appeared in the daily nation of June 2nd 2015 Lucy Kiruthu Sub-standard service is commonplace in majority of businesses. A doctor, a lawyer, an airline will keep us waiting without an apology. A retailer will sell a poor quality product and not be ready to replace it. A restaurant may not go out […]

Dissatisfied Customers Turning to Social Media

As it appeared in the daily nation of May 26th 2015 Lucy Kiruthu How do we respond to a customer dissatisfaction posted on social media? Should Social media interactions be managed by PR, marketing or customer service teams? These are queries I often get when interacting with various organizations. Both business executives and those keen […]

The 4 Deadly Sins of Internal Customer Service

As it appeared in the daily nation of May 19th 2015 Lucy Kiruthu Last week I was invited to speak at an internal service awards ceremony. The awards launched about a year ago are part of a service improvement initiative. Having  spoken at past events, I sought to find out what my client would consider […]

Is the Price Really Right?

As it appeared in the daily nation of May 12th 2015 Lucy Kiruthu Various studies have shown that customers are willing to pay a little more for a better experience, for better product quality and for convenience. It is no wonder that when we buy basic items such as water from a convenient store we […]

Are our People Making the Difference?

As it appeared in the daily nation of May 5th 2015 Lucy Kiruthu We celebrated labour days on Friday May 1st, as we did, a number of questions crossed my mind. How many organizations can confidently say that it is our people that make the difference? How many pride themselves in having a great team? […]

The Mystery of the Telephone

As it appeared in the daily nation of April 28th 2015 Lucy Kiruthu Your Call is Important to Us, please hold on until the next available agent! Seven minutes later I was still patiently waiting because I desperately needed help from my internet services provider. In addition I wanted to know just how long it […]