My name is Mark Waihenya,currently a Customer care Representative .
I have my background studies is in IT,though i have learnt to quickly adopt to various other skills and professions in my short working years.
After high school i did a sales job that involved handling customers over the counter and that marked my first encounter dealing with customers.
I learnt to smile,listen observe and act professionally at all times even when i was not at my best moments.
I am a good listener and a soft spoken person which sometimes may make me look weak but that patience helps to calm down an agitated customer, which always works for me.
I am reliable, trustworthy, loyal ,outgoing, very intrigued by technology, learning new things, helping out others and a team player.
I like finding out the cons of a product before using it, that way ill benefit more from it once i understand what im dealing with.
Sunday, 12 February 2012
social media impact on customer service
The mode of Communication in today’s generation has really changed compared to a few years ago. Modernization and technology has really increased the dependence use of the internet and Mobile phones.
A teenager will nowadays prefer an internet enabled phone over a bicycle or new clothes. Some would even get depressed for not being bought for one or allowed to go to school with their phone. This is simply because internet has become the new way to communicate and keep in touch through social channels like facebook, twitter,2go and Google+,to mention but a few.
Middle aged adults have also embraced internet use and those who have not are struggling to adapt. Hence we have novice users and advanced users of the social media channels.
Our presence in the social media will increase accessibility of our products and services to our customers.
Media is a wide channel,through pictures we will say alot of words,Videos make it even better.
It will also help provide fast resolution to their problems. Personal interaction helps to increase our trustworthyness to them.
Through social networks, communication is made more simple as we will have come down to their level,thus we will understand them more easily.
Another great impact will to dimistify the assumption that we are always busy and unreachable.
It is important for customers to know they can depend on us and if we show them we are ready and available to assit them we will gain their trust.
A teenager will nowadays prefer an internet enabled phone over a bicycle or new clothes. Some would even get depressed for not being bought for one or allowed to go to school with their phone. This is simply because internet has become the new way to communicate and keep in touch through social channels like facebook, twitter,2go and Google+,to mention but a few.
Middle aged adults have also embraced internet use and those who have not are struggling to adapt. Hence we have novice users and advanced users of the social media channels.
Our presence in the social media will increase accessibility of our products and services to our customers.
Media is a wide channel,through pictures we will say alot of words,Videos make it even better.
It will also help provide fast resolution to their problems. Personal interaction helps to increase our trustworthyness to them.
Through social networks, communication is made more simple as we will have come down to their level,thus we will understand them more easily.
Another great impact will to dimistify the assumption that we are always busy and unreachable.
It is important for customers to know they can depend on us and if we show them we are ready and available to assit them we will gain their trust.
My favourite Safaricom product
My favorite product is sms
It is very interesting what a short message (text) can do, though sometimes overlooked it is actually very important. Basically we send an sms with the aim of conveying information. As it is said Information is very powerful, and the moment you read that text, your face will lighten up, sulk or you may just roll your eyes depending on the content.
Today the power an sms holds is quite immense, simply because the content really matters. It may be a personal message, an advertisement, reminder, or notification like M-pesa.
At Safaricom our sms service is one of the most important since we use it to notify our customers about our products in terms of confirmation messages. For instance in data bundle activations, Credit and okoa Jahazi top ups, Skiza and as a receipt for M-pesa transactions.
The Service is well established with product packages like ‘Masaa ya sms’, ‘semeni’and ‘flashback 130’.
It is very interesting what a short message (text) can do, though sometimes overlooked it is actually very important. Basically we send an sms with the aim of conveying information. As it is said Information is very powerful, and the moment you read that text, your face will lighten up, sulk or you may just roll your eyes depending on the content.
Today the power an sms holds is quite immense, simply because the content really matters. It may be a personal message, an advertisement, reminder, or notification like M-pesa.
At Safaricom our sms service is one of the most important since we use it to notify our customers about our products in terms of confirmation messages. For instance in data bundle activations, Credit and okoa Jahazi top ups, Skiza and as a receipt for M-pesa transactions.
The Service is well established with product packages like ‘Masaa ya sms’, ‘semeni’and ‘flashback 130’.
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