Comments on: Customer Service & Quality Control in Kenya http://onlinemasai.com/customer-service-quality-control-in-kenya/ Blogging Loud & Clear From Africa Tue, 31 Aug 2010 22:12:57 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Fast Food Service | Online Masai :: The Digital Nomad http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-147 Fast Food Service | Online Masai :: The Digital Nomad Fri, 29 Jan 2010 11:18:29 +0000 http://onlinemasai.com/blog/?p=56#comment-147 [...] This all leads to Quality Control, and the reason as to why these brands do not want to open outlets in Kenya, simply because Kenyan’s do not like maintaining and taking quality seriously. Staff are never trained well and not enough money is put back to maintain the outlet. I had done an article on Quality Control sometime back -  Customer Service & Quality Control in Kenya. [...] [...] This all leads to Quality Control, and the reason as to why these brands do not want to open outlets in Kenya, simply because Kenyan’s do not like maintaining and taking quality seriously. Staff are never trained well and not enough money is put back to maintain the outlet. I had done an article on Quality Control sometime back -  Customer Service & Quality Control in Kenya. [...]

]]> By: Mark http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-68 Mark Fri, 06 Nov 2009 12:39:38 +0000 http://onlinemasai.com/blog/?p=56#comment-68 Hey guys, Some great points raised, sad the state we find ourselves in. @OnlineMasai You had a look at Gotissuez? We're taking the challenge of Service Delivery, Phoney Products and Brands that just don't get it. Be sure to join the community and get accountability and responses from Corporates and brands. Power to the People. Hey guys,

Some great points raised, sad the state we find ourselves in.

@OnlineMasai You had a look at Gotissuez? We’re taking the challenge of Service Delivery, Phoney Products and Brands that just don’t get it.

Be sure to join the community and get accountability and responses from Corporates and brands.

Power to the People.

]]> By: OnlineMasai http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-58 OnlineMasai Fri, 06 Nov 2009 06:57:38 +0000 http://onlinemasai.com/blog/?p=56#comment-58 To all, firstly I really appreciate you support. You guys will keep me going. Asante sana. @@SiennaKigera I really agree with you on that, being one of my first jobs too as a customer rep, we were over worked and under paid. I feel the rep removes their frustrations by not answering phones or being agitated with the clients. @Nathaniel Kevin - yes, Kenya is one of the largest economies in Africa and it needs to compete in all domains at a world class level @wyndago - its hard to believe that all kenyans would perceive good customer service to be something else, those numbers are probably 5%-10% so why loose the other 89%-95% of your customers? @KW Thank you for the compliment, yes they should handle customer service exactly how they handle R&D and product design or any other phase towards getting the end product to the client. To all, firstly I really appreciate you support. You guys will keep me going. Asante sana.

@@SiennaKigera I really agree with you on that, being one of my first jobs too as a customer rep, we were over worked and under paid. I feel the rep removes their frustrations by not answering phones or being agitated with the clients.

@Nathaniel Kevin – yes, Kenya is one of the largest economies in Africa and it needs to compete in all domains at a world class level

@wyndago – its hard to believe that all kenyans would perceive good customer service to be something else, those numbers are probably 5%-10% so why loose the other 89%-95% of your customers?

@KW Thank you for the compliment, yes they should handle customer service exactly how they handle R&D and product design or any other phase towards getting the end product to the client.

]]> By: KW http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-57 KW Fri, 06 Nov 2009 06:46:21 +0000 http://onlinemasai.com/blog/?p=56#comment-57 Sorry for double comment/virtual blog post, Just wanted to add, the lack of good service does (in my opinion) present fantastic opportunities for any company that enters the market and can offer 'the total package' (in whatever industry). 'Total package' being great product, great service, good price. Sorry for double comment/virtual blog post,

Just wanted to add, the lack of good service does (in my opinion) present fantastic opportunities for any company that enters the market and can offer ‘the total package’ (in whatever industry).

‘Total package’ being great product, great service, good price.

]]> By: @SiennaKigera http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-56 @SiennaKigera Fri, 06 Nov 2009 06:42:00 +0000 http://onlinemasai.com/blog/?p=56#comment-56 My first job was Service Desk Analyst n from wat i saw going on , i can pin most of the blame on management. They hire under qualified people who are then over worked and under trained where even the basic customer service training is not given. So it al comes down to t individual person sorting out peoples complaints who does not see the bigger picture and figures that its not their company so why should they do t job well (which btw to them means goin the extra mile) My first job was Service Desk Analyst n from wat i saw going on , i can pin most of the blame on management. They hire under qualified people who are then over worked and under trained where even the basic customer service training is not given. So it al comes down to t individual person sorting out peoples complaints who does not see the bigger picture and figures that its not their company so why should they do t job well (which btw to them means goin the extra mile)

]]> By: KW http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-55 KW Fri, 06 Nov 2009 06:40:02 +0000 http://onlinemasai.com/blog/?p=56#comment-55 Great post (as usual). I couldn't agree more. I think generally not enough thought and effort goes into designing good customer interaction systems. Just the same way a manufacturing process has to be designed to produce goods as quickly, efficiently and uniformly as possible, so a customer interaction system has to be designed to consistently deliver excellent service at every level. It has to be tailored to the individual service/product being offered. Training has to be done to ensure that staff are not only knowledgeable about the products/services on offer but also maintain some sort of minimum service standard when dealing with customers/clients. The system has to be monitored to ensure that these standards are maintained etc etc Could go on for days..but great post..& great blog! Great post (as usual).

I couldn’t agree more. I think generally not enough thought and effort goes into designing good customer interaction systems. Just the same way a manufacturing process has to be designed to produce goods as quickly, efficiently and uniformly as possible, so a customer interaction system has to be designed to consistently deliver excellent service at every level. It has to be tailored to the individual service/product being offered. Training has to be done to ensure that staff are not only knowledgeable about the products/services on offer but also maintain some sort of minimum service standard when dealing with customers/clients. The system has to be monitored to ensure that these standards are maintained etc etc

Could go on for days..but great post..& great blog!

]]> By: Wyndago http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-54 Wyndago Fri, 06 Nov 2009 03:51:55 +0000 http://onlinemasai.com/blog/?p=56#comment-54 I don't seem to understand why a business would overlook on customer service. But there's another side of the coin. Kenyans (most) are not used to good customer care such that when you give it to them they begin to wonder what you really want from them. I heard a lady complain that whenever she was 'too nice' and smiled to customers, the customers mistook it for flirting. But if she stuck to just the basic service everything went smoothly. I don’t seem to understand why a business would overlook on customer service.
But there’s another side of the coin. Kenyans (most) are not used to good customer care such that when you give it to them they begin to wonder what you really want from them. I heard a lady complain that whenever she was ‘too nice’ and smiled to customers, the customers mistook it for flirting. But if she stuck to just the basic service everything went smoothly.

]]> By: Wyndago http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-53 Wyndago Fri, 06 Nov 2009 03:49:23 +0000 http://onlinemasai.com/blog/?p=56#comment-53 I don't seem to understand why a business would overlook on customer service. But there's another side of the coin. Kenyans (most) are not used to good customer care such that when you give it to them they begin to wonder what you really want from them. I heard a lady complain that whenever she was 'too nice' and smiled to customers, the customers mistook it for flirting. But if she stuck to just the basic service everything went smooth. I don’t seem to understand why a business would overlook on customer service.
But there’s another side of the coin. Kenyans (most) are not used to good customer care such that when you give it to them they begin to wonder what you really want from them. I heard a lady complain that whenever she was ‘too nice’ and smiled to customers, the customers mistook it for flirting. But if she stuck to just the basic service everything went smooth.

]]> By: Nathaniel Kevin http://onlinemasai.com/customer-service-quality-control-in-kenya/comment-page-1/#comment-52 Nathaniel Kevin Thu, 05 Nov 2009 21:20:09 +0000 http://onlinemasai.com/blog/?p=56#comment-52 Agreeing with you, quality control and customer service are crucial to the image a company wants to deliver about itself and also directly influences its growth and financial base. I guess this is why numerous companies do not meet these goals satisfactorily and consistently perform under par. Its high time Kenyan companies woke up to superior service levels and compete at a global level Agreeing with you, quality control and customer service are crucial to the image a company wants to deliver about itself and also directly influences its growth and financial base. I guess this is why numerous companies do not meet these goals satisfactorily and consistently perform under par. Its high time Kenyan companies woke up to superior service levels and compete at a global level

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