Three Customer Service Tips that Retailers could Use this December

As it appeared in the Daily Nation on November 29th 2016 I am just from a leading local retailer. Unfortunately, I did not find some basic items that I needed. Like many shoppers, I feel disgruntled when I do not repeatedly find all that I need in stores that pride themselves with taglines such as […]

The Power of Expressing Gratitude!

As it appeared in the Daily Nation on November 22nd 2016 ‘Thank You’ is a phrase used to express gratitude.  We use the simple expression when we want to show our appreciation to someone. It is possibly one of the most widely used phrases globally. Many of us learnt the phrase among our very first […]

Poor Customer Service is only a Symptom. What is your Organization Suffering from?

As it appeared in the Daily Nation on November 15th 2016 I visited a doctor last week. As I sat in his office, I knew that I had a responsibility of telling him how I was feeling.  When patients sit in the doctor’s office, the question – “How are You Doing?” is not just a […]

Is Uber an App or an Experience?

As it appeared in the Daily Nation on November 8th 2016 In the last 10 days, I have made many trips on Uber. Additionally, I have had conversations with Uber drivers and keenly observed every aspect of the experience. I find the app quite fascinating and I bet other people do. When I first heard […]

A heart of service that stood out

As it appeared in the Daily Nation on Nov 1sth 2016 Happy New Month! I expect that this new month will be even better than the last one.  Last month was abuzz with customer service week activities. Many photos were shared online during the first week of October. However, a photo that was shared in […]