Author: Carolyne

Wow Customer Experience – What’s That????!!!!!!

In a brainstorm meeting yesterday, we were trying to define what constitutes a “Wow” customer experience. The five of us – four customer experience strategists and one brand guru had such interesting viewpoints that I feel compelled to share. We asked ourselves so many different questions including:- Is it when that hotel has all your booking details and remembers your preferences including choice of room and preferred drink? Is it when that restaurant welcomes you and has the food just right and the service is both respectfully aloof but warmly attentive at the same time? Is it when your...

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“Bad Service” From Your Customer? Ditch Them!!!!

Good customer service dictates that we should love our customers and bend over backwards for them whilst going the extra mile. This is the mantra we should all live by because the customer is the business and business is the customer and that’s just the way it is. BUT………… We must acknowledge that there are customers who are a royal pain! I’m not talking about challenging customers who complain and get us out of our comfort zones to be more creative and solution oriented. No. Not those ones. Not the ones who ‘make noise’ with a view to having...

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Customer Service and the Business Hierarchy of Needs

I recently sat through a technical sales training session by sales excellence expert Sam Kariuki who was coaching Energy Engineers to effectively communicate and ‘sell’ their world changing passions. He referred to page 66 of his book on entrepreneurship The Guy Who Fired His Boss – where the business hierarchy of needs is outlined. As Sam went on to expound on the critical need to understand where in the hierarchy a business is, to effectively match the communication, I kept thinking about the role of customer service excellence within this hierarchy and where and when to apply it. So...

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What’s in a Toilet?

Business that’s what! We recently travelled to Voi by road as a corporate group for a team-building/ workshop/retreat session. The distance to the actual venue we stayed at, would be in total about 400km. The road trip was great! It served as a bonding session, and there was lots of excitement to see the changes along Mombasa Road that is bringing the metropolis that is Nairobi and Mombasa together, vide infrastructural and business development initiatives along the highway. The progress in the construction of the standard gauge railway also provided fodder for many a conversation in the bus. What...

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Getting and Staying On Top!

Having celebrated the Service Excellence Awards 2015 this week ( organised by The Institute of Customer Service in Kenya to recognize and celebrate exemplary customer service, many insights emerged. The SE Awards are purely an expression of service delight conveyed directly by customers about their service providers. The awards are based on the Net Promoter Score that solely incorporates the voice of the customer and their willingness to act as brand ambassador for the corporate of choice, vide their inspiration to make recommendations to their family, colleagues and friends. This year’s awards had some surprising results in the banking,...

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Welcome to See Service

Carolyne Gathuru

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