I got an early call a week ago. I was exhausted and could barely pick up my phone much less speak through the call. I sent an automatic message to the person requesting the caller to call me back, which he did late in the evening.
I picked my call and an angry, bitter man was on the receiver end: "I called you this morning, since then you could not call back?" He asked.
I had to quickly breath in and out to calm myself. You see I really hate when someone calls my number and disrespects me.
I pretended not to have heard him and give him a chance to get hold of himself and speak in a better way. I like giving the benefit of doubt to people. I figured it was the end of the day and he probably had a terrible day, and I should be more empathetic.
The man did not get the clue and repeated his question with more arrogance.
I decided to give him some advise by asking him to introduce himself when he calls a private number: "your name and company, I explained should be a good start, followed by the purpose of the call. I reminded him that this is not the way to speak to someone he does not know and an introduction at the beginning of a call would be most appropriate.
He was able to calm down, at list briefly, then introduce himself as Engineer so and so, the purpose of the call, before hanging up.


I really need to understand how an employee, a formal representative of a company can make a call to someone he does not know and speak to the person with such arrogance.
I can't stand when someone I know call or text me to complain of a missed call, much less someone i do not know.
Employees represent the company they work for. That representation is not only in the title they possess: Engineer, Manager, Director, or in the clothes they wear, but also in the way they address people and their mannerism.
When I go out to represent a company, Emmanuella no longer exists, I become Emmanuella of so and so ltd and adheres to the culture of my company, nothing else.


We recently hired a sales girl who struggled fitting in the company. She admitted that although having been in sales for sometimes, the training she got from her former employers was mediocre. She felt that what we were offering was too professional and doubted her competency vis a vis our expectation.
When did we turn into a society that accepts mediocrity? Why do we constantly complain about how pathetic sales and customer care are in Kenya and yet portray the same behaviour when representing our company?
Apart from the company you represent, each individual has a personal brand to protect. We are a brand. Your brand marks your reputation.


Being average should not be the norm, no matter what industry you are in or the position you hold, you must strive for excellence. It is your gift. People will remember you because of the gift you possess. The only person you should compete with or measure yourself with is not the average or mediocre person next door, but yourself. Be the best you can be. You are the brand.

What Happens After Poor Customer Experience 21
I urge companies to take training of staff more seriously. In these days and age where information is at the fingertips, customers have more options. Many companies have gone out of business due to poor customer service, amidst how great their products were. An angry customer takes its frustration to social media and before long, other customers complain of the same and it damages a brand. Customers want respect, companies must invest in excellent customer service. "The best way to solve bad customer service is to prevent it, but the second best way is to get it corrected before it gets out of hand."