Customer care sucks.. Yeah so what’s new? In Kenya this is an accepted daily occurrence of existence. We dream and salivate at stories from the ‘developed’ world on reports of basic service provision, not to mention the idea of actual great service.
Well the annoying bit for most people is the amounts that these bringers of torture and pain spend on advertising and marketing to get you. Taglines promising the sweet bliss of a new romance for life. Well these marketing snippets are news to customer care reps at these organisations. They laugh at your naivete, spit at your stupid beliefs. The better who? Your caring partner what? Warranty kitu gani?
Your broken soul is not an issue as they call in Tom from IT to come see the guy who thought ‘It would be delicious to the last drop’ Yup, life as a consumer here is less than pretty.
A sad state of affairs that the reality is NOT marketing as it should be, is NOT branding as it should be and is most certainly NOT customer care. Yes, things have improved in these industries. However, it is not at the rate at which I would expect it to. Maybe if their rise in improvement matched inflation and the cost of living I would be slightly impressed and more forgiving of the callous way in which they treat me the spender.