Who has the Best Service in Kenya?

As it appeared in the Daily Nation on Sept 14th 2016 Often times when facilitating customer service training sessions, I pose this question – Who has the Best Service in Kenya? The answers are often as varied as the number of participants in the room. Often times we fail to reach a consensus on who […]

How Informed is the Bank Customer about the new law?

As it appeared in the Daily Nation on Sept 7th 2016   As customers, we have expectations. One of our key expectations is that we will be kept informed. An informed customer is without doubt a happy customer. As customers, we get informed through various channels. Sometimes we get a call, an SMS, an email, […]

Beyond a Friendly Greeting and a Smile

As it appeared in the Daily Nation on August 23rd 2016 Is a friendly greeting and a lovely smile all that is needed to retain a customer? Off course not! Customer service goes beyond a greeting and a smile. If a waiter is all smiles and the table is dirty, the order takes an hour […]

Is Yours a Learning Organization?

As it appeared in the Daily Nation on August 16th 2016 All organizations learn whether intentionally or accidentally. Continuous intentional learning is strategically important to the success of all kinds of businesses. This is mainly because we live in a dynamic environment where change is constant.  There are changes happening all around us, businesses therefore […]

Emailing your way to a better customer experience

As it appeared in the Daily Nation on August 9th 2016 Last week in this column, we talked about the email overload that many people are facing today. This is not reason enough to not respond to our customers’ emails in a professional and timely manner. One of the best emails I have ever received […]

Are you having an email overload? You are not alone

As it appeared in the Daily Nation on August 2nd 2016 The year 1999 is when I created my first email account. The yahoo.com account was entirely meant for communicating with my sister who had relocated to the USA. At that time, the use of the internet was spreading fast and in the early 2000s […]

What are we not Doing Right?

As it appeared in the Daily Nation on July26th 2016 While heading Customer Service at the local office of an international security services provider, we ran a campaign themed “our customers pay our salaries”.  When we launched the campaign, the theme required no explanation. It was simple and clear. Almost ten years later, this simple […]

The Cost of Poor Customer Service

As it appeared in the Daily Nation on July 19th 2016 A few days ago, I read an article in the huffingtonpost.com which highlighted that the cost of bad customer service is in excess of $80 billion per year in the USA and over $300 billion worldwide. As I thought over these numbers, I wondered […]

Instructions for use:  Do customer need them?

As it appeared in the Daily Nation on July 12th 2016 We often say that babies do not come with instruction manuals yet mothers (and some fathers) in their wisdom are able to figure out what to do when. If we are able to take care of babies with minimal or no instructions, do we […]

The State of Customer Service in Kenya

As it appeared in the Daily Nation on July5th 2016 How would you describe the state of customer service in Kenya? Is it getting better or is it getting worse? Are customer today happier than they were a decade ago? Are companies more focused on their customers than they were 5 years ago? Are staff […]