“Sue them!” I recently advised one of my clients who has a constant complaint about the service levels from his bank. After listening to his latest ‘Agony Aunt’ lamentations that I thought I‘d just about had enough of, I felt that indeed it was time to take action....

Excellent Customer Service, the much touted ‘must –have’ that every organization desires attributed to them, and every leader irrespective of profession or economic orientation is anxious to have as one of their achieved deliverables, is indeed just that – a...

                                                        This article first appeared in Business Mind Africa Issue 005/2014“The...

There are numerous inspiring and comforting quotes on failure, how great it is to fail and how failure is not failure but actually a stepping stone to success. Without fail( pun completely intended)every inspirational biography and autobiography we read, of great men...

                                                                         This...

Whilst conducting team building facilitation for a customer this weekend, the need for internal customer service came out strongly as one of the key tenets of nurturing a strong team. In the process of wrapping up the debrief form various activities, I asserted that...

Yesterday I erroneously sent airtime credit to a wrong party. I quickly got in touch with the call center of my Telco service provider, told the care agent what had happened and requested assistance. She duly informed me that they are unable to auto reverse credit...

I’m in the midst of preparing training material for corporate training for a group of customer relationship managers on Customer Experience Management. Their organization is focused on creating a memorable customer experience that evokes positive emotions and a...

                             This article first appeared in Commerce & Industry Magazine Vol 2 010 of Feb 2014From the inception of performance contracting in the Public Sector in Kenya,...