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…
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…
Many employers reach a point where managing salaries internally begins to feel overwhelming. Between statutory deductions, payslips, tax updates, deadlines, and employee queries, payroll can easily consume hours that would have been better spent on strategy or business growth. That’s…
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…
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…
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…
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…
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…
The call had ended, but the frustration was still there. The “Customer Satisfied: No” ticket status made Maria feel like a failure as she gazed at her computer screen. She enjoyed assisting others, but lately she seemed to be used…
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,…
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…