@collins, no algorithm is used. Customers are classified mainly into 2 for call center purposes i.e. post and prepaid. If you spend even a million and you are on prepaid and you call 100 you will still be placed in the queue.


Regards,

Kennedy KK

Mobile: +254721699119 / +254751110168
Skype: k.kairu
Gtalk: kkairu



On Sun, Feb 9, 2014 at 10:02 PM, Collins Areba <arebacollins@gmail.com> wrote:
Morris sio kwa ubaya but how much do you spend on average per month on their services? I know for a fact QB allocates customer support priority using some algothrimic equation where your monthly spend is a big factor. 

Some people call and are placed in a. Queue, others get attention on first ring. Some of us are used to calling and putting the phone on loudspeaker and doing something as we wait.  :-)

Sent from my iPad

On Feb 9, 2014, at 9:09 PM, Morris <sageauk@yahoo.com> wrote:


 
Approach? you kidding me? so there are those clients who are entitled to having their issues sorted and others not? E.G my case, why would someone lie. How much would it have cost to pick his phone and call to confirm stuff.

Approach? No way. I followed up my case very calm.....

With Kind regards
Morris. M.

===========================================================================
"One machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man."
~ Elbert Hubbard
===========================================================================


From: Mark Mwangi <mwangy@gmail.com>
To: Skunkworks forum <skunkworks@lists.my.co.ke>
Sent: Sunday, February 9, 2014 7:58 PM
Subject: Re: [Skunkworks] OT: Safaricom Customer Care

I have also had near flawless service. Maybe its the approach? They are humans too.
On Feb 9, 2014 8:48 AM, "Memusi" <tonatech@gmail.com> wrote:
Personally i have had my issues attended without delay......
On Feb 9, 2014 8:45 AM, "James Mutuma" <jmkmutuma@gmail.com> wrote:
Bob seems very comfortable with his Diploma of ignorance, that
gradually eating out the well spoken customer care service. Soon they
will outsource the service like Airtel.

On 2/9/14, Morris <sageauk@yahoo.com> wrote:
>
>
>
> calvin i have no words for your employer's cs.
> a client reversed an M-Pesa transaction after he got his services over
> 3(three) years ago, some lazy cs rep reversed the transaction without
> consulting me but on the ticket he said he did, after bringing up the issue
> and following up for 6 months, I eventually gave up.
> All I was told was, your case is being investigated we will get back to you.
> Till now I think they are consulting Interpol, FBI....
>
> With Kind regards
> Morris. M.
>
> ===========================================================================
> "One machine can do the work of fifty ordinary men. No machine can do the
> work of one extraordinary man."
> ~ Elbert Hubbard
> ===========================================================================
>
>
>
>
> ________________________________
>  From: Calvin Omari <calvinebarongo@gmail.com>
> To: Skunkworks Forum <skunkworks@lists.my.co.ke>
> Sent: Saturday, February 8, 2014 9:45 PM
> Subject: Re: [Skunkworks] OT: Safaricom Customer Care
>
>
>
> Sorry about my employer's deteroriating services, what is it may be i can
> assist push for a solution
> Regards
> On Feb 8, 2014 6:43 PM, "Claude D'souza" <claudedsouza1@gmail.com> wrote:
>
> Sadly some people in our society are fear driven.
>>My channels of communication are wide open :-)
>>On 8 Feb 2014 15:03, "Tusker 21" <tusker212@gmail.com> wrote:
>>
>>13+ million subscribers. May this be the reason?
>>>
>>>
>>>
>>>On Sat, Feb 8, 2014 at 2:00 PM, Patrick Mathenge <kabiroz@yahoo.com>
>>> wrote:
>>>
>>>Hi all,
>>>>Is it just me or has anyone else noted the deteriorating safaricom
>>>> customer care? Requests that were initially almost real time are
>>>> nowadays, well, to be effected withing 24hrs-and even then, you in most
>>>> cases have to remind them that 24hrs have lapsed?
>>>>Patrick
>>>>Sent from my BlackBerry®
>>>>_______________________________________________
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>>>>
>>>
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