Amara was not looking for a new job. The new job found her. A former colleague had moved to a company she had always respected and had sent her a message one Tuesday afternoon. A role had opened up, and…
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Looking for a customer service job in Kenya? DIBBKE is hiring an officer, central account opening to process new account applications, verify customer documentation and ensure compliance with account opening procedures. The role is based in Nairobi and experience in customer service is required. Job Purpose Key Responsibilities Qualifications Education…
Emily spent two years looking for a customer service job and she thought that it would be easier for her to land her dream job. While applying for customer care roles, she realized that the competition was tough and other…
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Customer service is often seen as the outward face of the company because professionals who offer customer support are the first people who interact with customers when they have a concern. The job description of customer care specialists may differ…
Most businesses have a customer-facing unit; for instance, hotels have waiters, waitresses, and cashiers, fashion shops have shop assistants, and financial institutions have tellers, salespeople, customer care, and call centre agents who provide solutions to the customers. Most of the…
Have you ever noticed that some people appear to advance in their careers more quickly than others? Some may think it is because of their technical skills, but most times, it is their amazing customer service skills that help them…
Ever had one of those instances where someone has said, “Wow, you’re really good at this, you should teach it!”? Maybe you have been in your career for a while now, learned tons of valuable things and sit there thinking…
Professional CV writing is one of the smartest investments any job seeker can make today. The job market is crowded and everyone is trying to stand out. While AI tools promise quick results, they often miss the one thing that…
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Most businesses have a customer-facing unit; for instance, hotels have waiters, waitresses, and cashiers, fashion shops have shop assistants, and financial institutions have tellers, salespeople, customer care, and call centre agents who provide solutions to the customers. Most of the…
Walk into any successful business today, and you’ll notice that the customer is not just part of the business; they are the business. Whether it’s a small startup or a large corporation with multiple branches, companies that thrive have one…
When we first partnered with Vilcom Networks Ltd for their Customer Experience Training, the goal was simple, strengthen how the team engages with clients. Over two months, we trained everyone, from the CEO to the customer service reps, on how…
Customer complaints can spread fast, online reviews, word of mouth, social media, all telling your story. A single unresolved issue can damage trust, discourage repeat business, or worse, drive potential customers away. In fact, research shows companies risk losing $856…
Every Kenyan employer knows this truth: you can have the best products or the most competitive prices, but if your clients leave feeling ignored, frustrated, or undervalued, they won’t come back. Poor service is one of the top reasons customers…
We have all been there. Your heart skips a beat when you see the difficult customer approaching. Or maybe when you hear that specific tone of voice on the other end of a phone call. Dealing with difficult customers is…
When it comes to building a strong customer service team, many employers wonder whether experience is enough. The truth is, while experience has value, certification in customer service training gives employees a competitive edge that experience alone cannot match. In…
In today’s competitive world, many companies offer similar products and services. What truly sets one apart from the rest is the customer experience, how clients feel when interacting with your brand. Exceptional customer experience is no longer optional; it is…
Every time your team engages with a client, they’re solving a problem, and shaping how your brand is seen, and rememberd. That’s why customer service can’t be treated as an afterthought. It must be intentional, strategic, and consistent. One poor…
It’s often said that it’s easier to lose ten clients than to acquire or maintain one high-value customer. Every business (manager/owner) wishes to know how to attract and retain this type of clientele. But how do you maintain their loyalty?…
Recently, a retail company reached out to us because it wanted to regain its competitive edge by making its employees more responsive to customers. This company had been a well-known and trusted part of the community, offering a wide range…
Are you looking for ways to empower your customer service teams to provide exceptional service? Investing in practical customer service training is a strategic decision that can significantly impact your business’s success. Equipping your team with the necessary skills and…
I recently received a call from a small business owner struggling with customer complaints. He told me his customers complained about long wait times, rude employees, and difficulty getting help. He was worried that he would lose customers if he…
Do you find it challenging dealing with difficult clients? Do you want to master the confidence to deal with any situation presented to you when handling demanding customers? If you are in a client-facing role and are facing these challenges,…
Nelly had a deep understanding of sales and marketing but she struggled to provide excellent customer service. She struggled to communicate effectively with customers and it became difficult to understand their needs. Her boss noticed that the company was losing…
“I have missed out on many job opportunities because I have never known the best way to demonstrate my customer service competency when looking for jobs despite developing the necessary skills through customer service training and extensive experience in the…
We recently advertised for the role of Customer Service Support for our client in the IT industry. The client wanted a candidate who had demonstrated customer support in the previous experience and proven great customer service delivery. Out of 1000…
I had a lengthy conversation with Jane who wanted to sign up for a customer service skills course. She had been working in the service industry providing customer support. The company shifted to the digital era by introducing new channels…
What are the steps to having a successful career in customer service? This is a common question from professionals who are in customer service or want to transform into this field. Tim is one of the prospects who wanted to…
You have heard that customer service certification is important for every professional who interacts with clients because it demonstrates commitment to professional growth. When one has an updated resume with customer service skills, it is viewed as a distinct advantage…
“I would like to transition to the customer service industry, will signing up for customer service training help me? I have been unemployed for three years, how will I ensure I secure a customer care job this year?” These are…
The festive season is a blessing to businesses owing to the many customers from different platforms. Similarly, it requires you as the business owner to invest in the best customer engagement personnel. When approaching this season, business owners mostly enrol…
“How do I deliver excellent customer experience and stay on a competitive edge during the holiday season?” It is a common question that most employees who work in the customer service department ask. Festive seasons are busy for most businesses,…
Most businesses have a customer-facing unit for instance, hotels have waiters, waitresses, and cashiers, fashion shops have shop assistants, and financial institutions have tellers, salespeople, customer care, and call center agents who provide solutions to the customers. Most of the…
The customers always come first; this is a common phrase we usually hear. But how do you become an excellent customer service representative who delivers excellent customer service Customer service experts play a crucial role in every organization because they…
When you have a business, it is important to have employees with good customer service skills that will enable you to retain clients. If you lose them and they tell their friends not to use your service because they had an unpleasant…
If you are asked about the biggest factor that determines the success of any company? What would be your answer? The service or product? The price? Not really but effective customer experience is the leading factor. Do you remember the…
“I have been working as a customer service representative and I get wrapped up with daily tasks because I have to ensure that I meet my targets. One thing that often slips off my mind is the customer attraction and…
“I have attended several customer service interviews but after every interview, I find myself regretting how I respond to some of the questions, despite taking more time to prepare. How should I answer some of the questions asked during the…
I met Joy, a waitress in one of the restaurants where I and my friend used to go for lunch. The way she welcomed us and how she took our orders was a clear indication that she had effective customer…
“I am not in the customer service department but sometimes I interact with clients. Do I really need customer service skills? If yes, which skills should I develop for me to be effective when handling customers?” This was an email…
Dan worked as a videographer in one of the well-established companies. He spent most of his free time interacting with customers as well as handling their concerns. His boss saw great potential in him as he interacted face-to-face with clients…