Celebrating Customer Service Week with Safaricom

Customer service week was last week and we were all treated to an influx of calls and messages from the companies whose products and services we use to remind us that they care. Some had truth in them, and others not so much. I appreciate great customer service; we all do. There’s nothing as irritating as poor customer service especially because customers drive a company’s success and it’s a shame that not all companies seem to appreciate this.

Modern consumers are aware of our rights to quality service as we spend our hard earned money on them. This is especially true in a fast paced world where they are plenty of options to choose from when it comes to products and services so there’s little incentive to stay on experiencing bad service.

There is nothing as frustrating as having an issue with a product or service and not being able to get through to customer service or getting through to an unhelpful or rude agent. I’ve given up on products I absolutely loved because dealing with their customer care was a nightmare, which I am sure is the case for a number of people.

Safaricom has proven to be a leader in not only the telecommunication sector with innovative products and services, but also in customer service. There is a lot that goes into customer service and it requires great listening skills, patience, adequate knowledge of the products and services and problem solving.

Safaricom is a nationwide company and thus has established customer care service centres across Kenya in Thika, Garissa, Nanyuki, Embu, Nyeri, Kisii, Malindi, Mombasa Kisumu, Nakuru, Eldoret, Meru, Naivasha, Narok, Bungoma, Kakamega, and Kitale. Their quality customer care services are aimed at ensuring their customers have a seamless experience when using their products. This year, Safaricom introduced their customer service agents and gave us a sneak peak into what goes into their work to provide excellent service to cutomers.

Living in the digital era, Safaricom has also invested in the social media space, coming out tops when it comes to engagement with customers online. The Safaricom online chat is also a great product that makes customer service even more seamless as customers are able to chat with an agent anytime of the day or night 7 days a week.

Safaricom is keen on employee well-being at Jambo Contact Centre and as such have provided facilities such as a gym, clinic, entertainment rooms and prayer rooms for their employees. Safaricom is also one of the few companies offering daycare facilities at work for their employees. With so many considerations for employees, it is no surprise that the employees especially in customer service, are able to bring the same consideration to customers.