The customer service expert

Happy New Year to you all and also to your families, friends and love ones. My wish is that we all prosper and have good success in the year and beyond.This month we look at the various sectors we work and how some issues are handled. This is to you the owner, CEO, Group head - Employer, the employee and the patron, customer or client of every company.During a discussion with a friend it was shocking some things I learned about some employees and what they go through. It is disheartening especially when we cannot discuss them openly because of one fear or the other.  Most of these employees are victimized and sometimes fired from work. Some employees work with companies and for up to a year and more without any form of raise in their salaries. Year in and year out they go through this and are expected to be even more productive each time. They live, pay bills on utility, fees, buy stuff and pay taxes just as others with at least annual raise in salaries (including...

Happy New Month to you Amazing readers. I would like to take this opportunity to thank you all for being with me every step of the 2017 journey. There is a lot we have achieved together as a team and you deserve all the reward as much as I do. We took to a different level our quest to ensure that things are done right in our business industries in relation to customer service. Some companies were commended as others were also reminded to do things right. Feedback from some companies were amazing and their commitment to work on areas identified was superb whiles others did not respond as expected. One thing that I am sure of is that you my reader has been empowered in more ways than one. I am confident that we as customers can now demand for and ensure that we receive the services we are entitled to - our monies worth be bold to point out to our service providers where they go wrong in order for them to right them commend them where applicable keep to our part of th...

So we were informed it was going to make life a lot easier for us. No more hustling, no middle men, no bribes and we would actually get the real deal. That sounded so awesome and we were looking forward to it. So I tried the first time it came up in April 2015 and it did not work for me. I figured it might have been on pilot so I could try later and it would work for me too. After a long wait I decided to try it again after Joy FM’s news item on the subject again in October 2017. It looked like nothing really had changed on their website for the past year or so. Some tabs were not working and most especially the “company registration” bit was not working either. I spent a long time trying to figure out and soon it was getting frustrating. I know in instances like this your next thought and place of refuge would be customer support but guess what? They do not exist here. That reminded me that the first time I tried to go through a registration (2015) I sent a mail to th...

So We have been discussing customer service via phone and online for some time now. Amazing responses from you all. We appreciate it so much, let’s keep it up and help good customer service prevail. So I had some questions in mind about how other professionals including those we have spoken about handle customers face to face. Would it be any different from over the phone and online? I visited a number experience centers one weekend to have an experience.I have not seen too much traffic in the various locations on most days but this time it was quite full to capacity with customers who needed assistance. First stop was MTN office which had some customers standing (first thing that caught my attention). There was a lady right by the door who I believe is to welcome customers and find out what they were there for and then direct them accordingly but she was not doing that. She was busy chatting with a man standing by her rather than attending to customers.  I did not see a ...

Have you ever had a cold call from an insurance company or Agent and the person you spoke to had no idea what they are talking about? Well I had a similar experience from a leading company’s insurance personnel. The people I spoke with seem to be totally lost and had no idea what they were selling to me. Questions I asked them in my quest to understand better seem to rather confuse them and on 3 occasions they all told me they wanted to get more details and call me back. One of them was bold enough to tell me he had no idea what I was talking about and he had not been taught that. Amazed, I picked up the phone to call them back with the hope of getting someone who can be more helpful. It so happened that the best they had were those that called me. This time also I spoke to 3 Agents and they all hanged up on me at a point. So you are to convince someone to put their savings into a life, death, accident and health policies and you tell the fellow you have no idea how it works...

So online shopping is becoming if not totally a craze in our part of the world. I’ll say it is part of social advancement which is a good thing. As much as it is a social advancement, I believe you my cherish reader can attest that there are some positives and negatives about it. I see you nodding to that. It makes life super easy if you get the right product or service you’re searching for, the right company to offer and deliver at the “nick of time”. Same way it can be quite frustrating if things do not go well. There are a couple of good online shops out there doing a good job and there are others that are super terrible at what they do. Sometimes not entirely their fault but there should be some measures put in place to manage the situations as they come. They do offer some great stuffs but they have “?” with some of their T&Cs and processes. A very recent experience was when I had challenges with payments after my purchase and needed to get to the team to rectify....

Happy New Month to you my wonderful reader. I wish you especially the best in the next half of the year and I wish us a better, more fun, educative and interesting journey ahead. We continue our journey through the call center as planned. Kindly subscribe so you get all future posts. When was the last time you contacted your network provider? Was it to commend them? Make a complaint, enquiry or a request? How would you rate them? Most people will agree to the saying that all the network providers are the same and they do practically the same bad and good things. Not sure of your opinion on that though. I picked up my phone and called one of my providers over the past days for some assistance and the experience was always different. You know in Ghana you can afford to have more than one since they are not always reliable. My experience during every interaction was different. If it is bad, it is super bad and the persons in question do not bother at all. I certainly did no...