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®
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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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@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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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A lot of these customer support issues at times can get lost especially when over the same time period is handled by an incompetent person, and applies to all and just not Safaricom. As a customer, always insist on escalation if you see your issue is taking longer, this way, you will certainly deal with competent person sooner rather than later. I have had issues addressed in near real time & at times takes ages, so it's not unique. ./Ok3ch Sent from my iPad
On Feb 10, 2014, at 8:30, Kennedy Kairu Kariuki <kkairu@gmail.com> wrote:
@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® >_______________________________________________ >skunkworks mailing list >skunkworks@lists.my.co.ke >------------ >List info, subscribe/unsubscribe >http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks >------------ > >Skunkworks Rules >http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 >------------ >Other services @ http://my.co.ke
>
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A simple email to Business.support@Safaricom.co.ke get things moving in no time. I have had my issues and they are many responded to and solved in no time.. Try that and keep a thread on the communication. I have cc-ed the same so that they know that they have a few unhappy customers.. Rgds, Oliver On Mon, Feb 10, 2014 at 8:35 AM, Okechukwu <okechukwu@gmail.com> wrote:
A lot of these customer support issues at times can get lost especially when over the same time period is handled by an incompetent person, and applies to all and just not Safaricom. As a customer, always insist on escalation if you see your issue is taking longer, this way, you will certainly deal with competent person sooner rather than later.
I have had issues addressed in near real time & at times takes ages, so it's not unique.
./Ok3ch
Sent from my iPad
On Feb 10, 2014, at 8:30, Kennedy Kairu Kariuki <kkairu@gmail.com> wrote:
@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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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@Collins :o Aint sure but not anything < 3,000 (data&voice) =========================================================================== "One machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man." ~ Elbert Hubbard =========================================================================== ________________________________ From: Collins Areba <arebacollins@gmail.com> To: Morris <sageauk@yahoo.com>; Skunkworks Mailing List <skunkworks@lists.my.co.ke> Cc: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Sent: Sunday, February 9, 2014 10:02 PM Subject: Re: [Skunkworks] OT: Safaricom Customer Care 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® >_______________________________________________ >skunkworks mailing list >skunkworks@lists.my.co.ke >------------ >List info, subscribe/unsubscribe >http://orion.my.co.ke/cgi-bin/mailman/listinfo/skunkworks >------------ > >Skunkworks Rules >http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 >------------ >Other services @ http://my.co.ke
>
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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_______________________________________________
skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
Can't complain either. 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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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Try twitter. On Feb 8, 2014 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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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Safaricom has sorted me 9 out of 10 complaints all the time! I believe they are doing well apart from a few isolated cases! On 8 Feb 2014 14:00, "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® _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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participants (14)
-
Calvin Omari -
Claude D'souza -
Collins Areba -
James Mutuma -
Kennedy Kairu Kariuki -
Mark Mwangi -
Memusi -
Morris -
Moses M.G -
Okechukwu -
Oliver Ndegwa -
Patrick Mathenge -
Rocky Mbithi -
Tusker 21