Poor Customer Service is no Customer Service
Friends I finally encountered Safaricom's version of customer service after, inadvertently, sending money (via mpesa) to a wrong number. I called the number but the person was "mteja". Then I got advice to call 234, which gets automated response going like this: - for mpesa choose 1 - stuff about the call being recorded - stuff about all agents being busy & try again later - disconnect! For over 3 days I have been trying in vain; and I gave up considering the amount of money (small compared to my time) in question. I suspect that there are many that give up on the same account I have. My guess: Safaricom's mpesa, as entrenched as it is, could face stiff assault and decline were there to be a competitor (of equal muscle) with better customer service. Or is customer service anathema in Kenya? ---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com; Twitter: nmatunda; Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.
Nyanchama,Listers Contrary to popular belief,there is nothing inherently efficient in a private company.Only competition or its threat makes them so.So the question is:Where there is little or no effective competition,where would the incentive to offer good service come from unless they are serving their self-interest(read profit motive). Sent from my BlackBerry® -----Original Message----- From: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Sender: "kictanet" <kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk@lists.kictanet.or.ke> Date: Wed, 5 Dec 2012 20:27:17 To: <ngethe.kariuki2007@yahoo.co.uk> Reply-To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> Subject: [kictanet] Poor Customer Service is no Customer Service _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40y... The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Ngethe I must confess that if I had an alternative I could switch at a whim; without any regret. But we also are used to mediocre service and it is what we get. ---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com; Twitter: nmatunda; Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you. ________________________________ From: "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk> To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Thursday, December 6, 2012 8:59 AM Subject: Re: [kictanet] Poor Customer Service is no Customer Service Nyanchama,Listers Contrary to popular belief,there is nothing inherently efficient in a private company.Only competition or its threat makes them so.So the question is:Where there is little or no effective competition,where would the incentive to offer good service come from unless they are serving their self-interest(read profit motive). Sent from my BlackBerry® -----Original Message----- From: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Sender: "kictanet" <kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk@lists.kictanet.or.ke> Date: Wed, 5 Dec 2012 20:27:17 To: <ngethe.kariuki2007@yahoo.co.uk> Reply-To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> Subject: [kictanet] Poor Customer Service is no Customer Service _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40y... The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Matunda, No I do not entirely agree with you on this one.Services have considerably improved in some sectors of our country.However,we still have a long way to go.We need to sustain and build on the gains made.We have to do it ourselves.No development partner can do it for us in the long run! Sent from my BlackBerry® -----Original Message----- From: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Date: Thu, 6 Dec 2012 19:52:15 To: ngethe.kariuki2007@yahoo.co.uk<ngethe.kariuki2007@yahoo.co.uk> Reply-To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> Subject: Re: [kictanet] Poor Customer Service is no Customer Service Ngethe I must confess that if I had an alternative I could switch at a whim; without any regret. But we also are used to mediocre service and it is what we get. ---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com; Twitter: nmatunda; Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you. ________________________________ From: "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk> To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Thursday, December 6, 2012 8:59 AM Subject: Re: [kictanet] Poor Customer Service is no Customer Service Nyanchama,Listers Contrary to popular belief,there is nothing inherently efficient in a private company.Only competition or its threat makes them so.So the question is:Where there is little or no effective competition,where would the incentive to offer good service come from unless they are serving their self-interest(read profit motive). Sent from my BlackBerry® -----Original Message----- From: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Sender: "kictanet" <kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk@lists.kictanet.or.ke> Date: Wed, 5 Dec 2012 20:27:17 To: <ngethe.kariuki2007@yahoo.co.uk> Reply-To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> Subject: [kictanet] Poor Customer Service is no Customer Service _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40y... The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Ngethe No one mentioned a development partner. Sorry. Healthy competition, an informed consumer and associated pressures can be the basis for improvement. Monopolies (an approx of what Safaricom is) have no incentive to improve purely on market forces unless compelled by law. We have come a long way; and in that time the world has not been sleeping; they too have been moving forward. We may be just as much distance away (to attain world class services) as we were 5, 6, 7 years ago. In my estimation, time I have spent on this issue is way more than the amount involved. I am off to explore Tangaza (on some people's recommendation). NB: enough said on this subject, at least for now. ---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com; Twitter: nmatunda; Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you. ________________________________ From: "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk> To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Friday, December 7, 2012 7:34 AM Subject: Re: [kictanet] Poor Customer Service is no Customer Service Matunda, No I do not entirely agree with you on this one.Services have considerably improved in some sectors of our country.However,we still have a long way to go.We need to sustain and build on the gains made.We have to do it ourselves.No development partner can do it for us in the long run! Sent from my BlackBerry® ________________________________ From: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Date: Thu, 6 Dec 2012 19:52:15 -0800 (PST) To: ngethe.kariuki2007@yahoo.co.uk<ngethe.kariuki2007@yahoo.co.uk> ReplyTo: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> Subject: Re: [kictanet] Poor Customer Service is no Customer Service Ngethe I must confess that if I had an alternative I could switch at a whim; without any regret. But we also are used to mediocre service and it is what we get. ---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com; Twitter: nmatunda; Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you. ________________________________ From: "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk> To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Thursday, December 6, 2012 8:59 AM Subject: Re: [kictanet] Poor Customer Service is no Customer Service Nyanchama,Listers Contrary to popular belief,there is nothing inherently efficient in a private company.Only competition or its threat makes them so.So the question is:Where there is little or no effective competition,where would the incentive to offer good service come from unless they are serving their self-interest(read profit motive). Sent from my BlackBerry® -----Original Message----- From: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Sender: "kictanet" <kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk@lists.kictanet.or.ke> Date: Wed, 5 Dec 2012 20:27:17 To: <ngethe.kariuki2007@yahoo.co.uk> Reply-To: Matunda Nyanchama <mnyanchama@aganoconsulting.com> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> Subject: [kictanet] Poor Customer Service is no Customer Service _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke https://lists.kictanet.or.ke/mailman/listinfo/kictanet Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40y... The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development. KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
Of poor service and monopolies.... http://www.sunwords.com/2012/12/03/the-time-when-you-are-a-monopoly-is-the-t... Best Alice On 07/12/2012 07:39, Matunda Nyanchama wrote:
Ngethe
No one mentioned a development partner. Sorry. Healthy competition, an informed consumer and associated pressures can be the basis for improvement. Monopolies (an approx of what Safaricom is) have no incentive to improve purely on market forces unless compelled by law. We have come a long way; and in that time the world has not been sleeping; they too have been moving forward. We may be just as much distance away (to attain world class services) as we were 5, 6, 7 years ago.
In my estimation, time I have spent on this issue is way more than the amount involved.
I am off to explore Tangaza (on some people's recommendation).
NB: enough said on this subject, at least for now. ---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com <http://www.aganoconsulting.com/>; Twitter: nmatunda; <http://twitter.com/#%21/nmatunda>Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra ----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.
------------------------------------------------------------------------ *From:* "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk> *To:* Matunda Nyanchama <mnyanchama@aganoconsulting.com> *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> *Sent:* Friday, December 7, 2012 7:34 AM *Subject:* Re: [kictanet] Poor Customer Service is no Customer Service
Matunda, No I do not entirely agree with you on this one.Services have considerably improved in some sectors of our country.However,we still have a long way to go.We need to sustain and build on the gains made.We have to do it ourselves.No development partner can do it for us in the long run! Sent from my BlackBerry® ------------------------------------------------------------------------ *From: * Matunda Nyanchama <mnyanchama@aganoconsulting.com> *Date: *Thu, 6 Dec 2012 19:52:15 -0800 (PST) *To: *ngethe.kariuki2007@yahoo.co.uk<ngethe.kariuki2007@yahoo.co.uk> *ReplyTo: * Matunda Nyanchama <mnyanchama@aganoconsulting.com> *Cc: *KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> *Subject: *Re: [kictanet] Poor Customer Service is no Customer Service
Ngethe
I must confess that if I had an alternative I could switch at a whim; without any regret.
But we also are used to mediocre service and it is what we get.
---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com <http://www.aganoconsulting.com/>; Twitter: nmatunda; <http://twitter.com/#%21/nmatunda>Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra ----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.
------------------------------------------------------------------------ *From:* "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk> *To:* Matunda Nyanchama <mnyanchama@aganoconsulting.com> *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> *Sent:* Thursday, December 6, 2012 8:59 AM *Subject:* Re: [kictanet] Poor Customer Service is no Customer Service
Nyanchama,Listers Contrary to popular belief,there is nothing inherently efficient in a private company.Only competition or its threat makes them so.So the question is:Where there is little or no effective competition,where would the incentive to offer good service come from unless they are serving their self-interest(read profit motive). Sent from my BlackBerry®
-----Original Message----- From: Matunda Nyanchama <mnyanchama@aganoconsulting.com <mailto:mnyanchama@aganoconsulting.com>> Sender: "kictanet" <kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk@lists.kictanet.or.ke <mailto:yahoo.co.uk@lists.kictanet.or.ke>> Date: Wed, 5 Dec 2012 20:27:17 To: <ngethe.kariuki2007@yahoo.co.uk <mailto:ngethe.kariuki2007@yahoo.co.uk>> Reply-To: Matunda Nyanchama <mnyanchama@aganoconsulting.com <mailto:mnyanchama@aganoconsulting.com>> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> Subject: [kictanet] Poor Customer Service is no Customer Service
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
I have always had a favourable opinion of safaricom customer service and I believe you haven't exhausted your avenues. email and twitter always seem to work more efficiently. if the money has been withdrawn by the lucky bugger then even safaricom cant help you. On 12/6/12, Matunda Nyanchama <mnyanchama@aganoconsulting.com> wrote:
Friends
I finally encountered Safaricom's version of customer service after, inadvertently, sending money (via mpesa) to a wrong number.
I called the number but the person was "mteja".
Then I got advice to call 234, which gets automated response going like this: - for mpesa choose 1 - stuff about the call being recorded - stuff about all agents being busy & try again later - disconnect!
For over 3 days I have been trying in vain; and I gave up considering the amount of money (small compared to my time) in question.
I suspect that there are many that give up on the same account I have.
My guess: Safaricom's mpesa, as entrenched as it is, could face stiff assault and decline were there to be a competitor (of equal muscle) with better customer service. Or is customer service anathema in Kenya?
---------------------------------------------------------------------------------------------- Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com Agano Consulting Inc.; www.aganoconsulting.com; Twitter: nmatunda; Skype: okiambe ---------------------------------------------------------------------------------------------- Be prepared for ICT security failures & know how to respond when they happen! Call: +1-888-587-1150 or info@aganoconsulting.com ---------------------------------------------------------------------------------------------- "The best revenge is massive success" - Frank Sinatra----------------------------------------------------------------------------------------------- This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.
-- Regards, Mark Mwangi markmwangi.me.ke
participants (4)
-
Alice Munyua -
Mark Mwangi -
Matunda Nyanchama -
ngethe.kariuki2007＠yahoo.co.uk