At the latest graduation for the Free Customer Service Training at Corporate Staffing Services, I had an interview with Ivy Kariuki.
Ivy is a fresh graduate who completed her studies in 2018. She helps out in running her dad’s convenient store and has had one internship where she did handled customer care, and later was a front office receptionist. Below is the interview I had with Ms. Ivy.
1. Why did you register for the free customer service training at Corporate Staffing Services?
I wanted to gain practical knowledge on how to be a better customer service professional. I saw the opportunity to learn key skills, and I went ahead to apply.
When I told my dad, he was a bit skeptical. He did not understand why the training was free. Lucky for me, the same day I applied was the day the CEO [Perminus Wainaina] appeared on The Daily Nation. When my dad saw this, he was convinced and allowed me to join the training.
2. How effective were your skills before you joined the training?
While in school, I thought working would be easy. I couldn’t wait to get a job.
During my internship, my final days were spent at the front office. This couple walked in and they were dissatisfied with our service. They started shouting at me and saying they wanted to speak to the boss. I was so scared I just sat there without knowing what to do.
Luckily, one of the coworkers was there and she helped deal with the rowdy customers.
3. When you signed up for the Free Customer Service Training, what skills were you hoping to learn?
The one thing that I really wanted to learn was how to manage stress when a customer is stressing you out.
4. Did the training cater for the skills?
Yes. Stress management was one of the key lessons we learned in the training. I now know how to remain calm even when the customer is rowdy, and how positivity can help me excel at my job.
5. What has been your overall experience in the Free Customer Service Training?
It has been a wonderful experience. I have gotten to learn new practical skills that will help me throughout my career. I also got to network with other professionals in the customer service field. I believe even when the training is done, we’ll still be able to communicate and help each other out.
6. Would you recommend the training to a customer service professional? Why?
Yes! I would.
The free training will give you insight into customer service that you won’t learn anywhere else. I believe what was taught in school was great, but it is not the same as practical examples and role play.
This piece was compiled and edited by Ruoro Kairu.