In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago?
This varies from one company to another, companies that have been in the game for long are rendering good services whilst the new ones are struggling as they are still grappling with understanding regulatory requirements.


Do you believe there is a
There is correlation, in most cases agents start by thanking me for my loyalty and support which is testimony that they value me as a client. The mere fact that agents know that I have done business with them for some years makes them professional towards me.

In your opinion, which industry sectors provide great service and which ones are poor?
Private limited sectors provide the best services as they are aware that their existence is by and large determined by the services they offer their clients. Public sectors are lagging behind as staff is a bit casual in their approach.


Can you recall a really good experience recently - where you were WOW'd by the service you received?
I got a call from an agent who was offering me a PA plan, I posed quite a number of objections with a view of discouraging the agent. To my surprise, all my objections and concerns were handled professionally and to my satisfaction.


Talking about bad experiences, where do companies go wrong with the service they provide?
Companies go wrong when they can not clearly articulate what their clients expect/want or when they think that they have grown bigger than their clients. Example, clients insist that certain things are not to be said but the service provider becomes adamant such that an altercation happens.


Have you noticed any differences in service from people from different cultures?
I have noticed differences,in some cultures swearing is a norm but in others it is taboo. Agents from the earlier culture will easily swear to clients and find themselves in breach of certain codes of conduct.


If you had to give just 1 tip regarding the use of technology in relation to improving customer service, what would your tip be?
If technology could identify swear words and misrepresenation of features and benefits, the service would improve tenfold.


If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
Treat a customer as if you were a customer yourself. Sell as if you were selling to your own mother or father.


If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
All processes must be simple to understand and speak to the ultimate quality policy of the company.


In your opinion, how should contact centers measure the level of service they give?
Not about how much revenue they generate but by how many new clients they are bringing onboard


Lastly, can you share with us one of the worst customer service experiences you have experienced recently
I received a call from an agent offering me a cellphone contract line, the consultant rushed through the presentation and could not clearly explain the features of the phone. When I further objected, the agent abruplty ended the call. Worst nightmare.