Customer Chronicles-Perception Change In Customer Service

Heraclitus of Ephesus famously stated 'change is the only constant' He was also known as the Dark Philosopher because his writings were so hard for anyone to wrap their minds around. If one understands that change is the only constant in life then one will more easily recognize what Heraclitus is saying in his 'obscure' writings when he claims such things as,"The way up and the way down are one and the same. Living and dead,waking and sleeping,young and old,are the same." These things are the 'same' in that they are all subject to change,from one change to vanish into another and all things,constantly,are in flux and are,in that regard,the same. As a young man trying to come up in your career,you encounter a lot of rejection,be it in your financial strategies,relationship strategies and every other thing that will and might lead up to you achieving your dreams. If you are weak the word 'NO' translates into you thinking that you are a failure...

Having been a customer service practitioner for most of my adult life I have come across different types of clients, some were stubborn human beings the kind that even if you lay on the ground for them to walk on you, they would still claim that you are not flat enough whereas others were superbly nice and offered lunch or cash rewards after getting quality services,the kind who have fallen in love with the company or the product to an extent of defending you if someone else complains about you right up to social media. The stubborn clients would morph into rude ones and eventually end up being manipulative by trying to guilt trip you,slowly reeling you in with a barbed bait and then boom! before you know it your head is gone and you are only left with your body trying to figure out what really led to the decapitation. The irony of such situations then becomes this, statistically the most problematic 10% of your clients might end up taking 80% of your time and energy while only contr...

As a young teenage boy, I was naive when it came to relationships be it with my family, friends or members of the opposite sex. I used to believe that for me to always stay ahead of the pack and establish myself as the alpha, I had to always be the last word on anything and always control someone else’s perception to favor me or what I had in mind, basically I was hell bent on being an influencer before the age of social media. Perhaps it was my age at the time, maybe I had my own personal issues that needed to be overcome or I was just being a human being who learns best through mistakes, after all it is always stated that success is ninety nine percent failure and one percent resilience. Ego at the time was my friend it pushed me to levels I have never been to, for instance I met some of the prettiest ladies I have ever met however, the downside was I dated none of them and worse still is that none of them called me back or responded positively to my advancements. I later cam...

As a child with a typical Kenyan mother,I grew up expecting a little,hoping for the best and end up getting what I deserved in the end. In part I later came to find out that basically that is how life works and to some extent I am grateful that my mother taught us this principal in advance. But what exactly do I mean by my initial statement? Well let me explain. When I broke one of my mother's plates that was reserved for the guests,who perhaps only visited twice or thrice per year,I got a thorough beating one that was only compared to the kind that only a dog gets when it trespasses into a mosque as the Swahili would put it,in addition to that a slew of insults later followed comparing me to a goat,a dog or a cow. Something interesting that I noted was,if I happened to use the same comparisons with other kids in the estate or at school and my mother found out about it well let's just say the kind of trouble I would get in was only comparable to WW2. All these in turn made me...

Growing up we had a festive season tradition,common to most Kenyans,known as Christmas clothes shopping. it sounds rather self explanatory but I will explain what it was. This was when sons and daughters alike used to go out specifically with their mothers to stalls and exhibitions to buy the trendiest clothes to wear in the country side during the Christmas celebrations and be their best attires for the rest of the year until the next Christmas season,however,the cherry on top of the cake was the fact that you always came back home not talking to your mother,why you may ask. This was mostly because she,the mother,had a specific amount of money allocated for the cause and most of the times it was not enough according to the stall owners to get the trendiest flashiest clothes on the scene at the time thus you ended up with clothes that were new but from the previous year and as we used to say it,it was bad for your street cred. Some of the time an argument was sparked by the idea of t...

Growing up in the less leafy and more dusty suburbs of Nairobi I had a rather different perception of wealth and opulence. I used to think that I would rather lose an arm and a leg to have a couple of millions in my account despite the fact that I was ten and I couldn't open an account leave alone have the millions I daily wished for. To me such products as body lotion and sunscreen were a reserve for the kids born knowing that some parts of Nairobi were crowded desserts. I used to imagine that once you are rich you are a god of sorts and you deserved to be worshiped and treated like one. However,it wasn't my fault because my dad narrated to me stories about how the rich lived and what they could do if they really wanted to. I was one of those kids who believed that a pilot was the richest man in the world mostly because they were always being driven in nice cars and they had planes which they offered to us peasants so that we could feel like birds and justify the many costly...

Just like a lady a,customer must be courted. This involves giving them a sense of security through real promises and actions,also throwing in a bit of charm and confidence will proof very beneficial in reducing the amount of time needed to get them. By putting in place a customer approach strategy in your company or business,you safe-guard your present and future with your client since structures have been configured to ensure that the clients' needs are heard,recorded,acted upon and the confirmation of fulfillment are made thus justifying your company's existence to the clients by solving their problem and proving that you will consistently adjust to change with their ever dynamic needs. Just like dating you are always affirming to each other your commitments and resolve to be together. On this Monday afternoon I was to meet my lady for her birthday lunch at one of the many malls in the country, this was so because partially it wasn't end-month yet and partially because...