Author: Carolyne

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 (http://se-awards.com/) 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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The Customer is NOT Always Right

There’s a very common assertion in business that “The Customer Is Always Right”. It has been hammered time and time again and is deeply ingrained in the minds of staff world over, that without fail in any corporate speaking forum when we pipe up and say “The Customer Is Always………………” RIGHT!!! is what we get right back at us. Unanimously and in choir format. So let’s get our facts right and dig deeper and ask – really, truly, is the customer always RIGHT? Always?! NO WAY!!!! Customers are very often in the wrong. There are very many different factors...

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Is Tipping or Not Tipping a Tipping Point?

And no……………….. I am not talking about Malcolm Gladwell’s award winning book The Tipping Point that talks about the tipping point, being that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire, that has dramatically changed the way people worldwide think about business development and idea publishing. I am talking about a different tipping point………….. Last night we went out to dinner at Peppers Restaurant in Westlands Nairobi with a group of guests from China. One of my clients was hosting their publishing partners who had come visiting them as a...

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Welcome to See Service

Carolyne Gathuru

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