As it appeared in the Daily Nation on July 24th 2018 Lucy Kiruthu Most businesses I interact with think they are providing a “not so bad” customer service. Very few managers and staff alike admit that their service could be dismal. Even if their customers were to rate them as a 7, 6, 5, or even 4 out of 10, they would be content, after all many others are providing a worse service. What a repulsive way of looking at customer service! A few days ago, I reached out to a manager at a hotel regarding her team’s level of service. Unfortunately, the manager simply dismissed it and said she had done all that needs to be done to improve service. In yet another incidence when making a call on behalf of my mother to the Teachers Service Commission, I was put on waiting as the staff went on chatting with her colleague in the background.…
Dr. Lucy KiruthuJuly 25, 2018