Ukisikia customer kero...

(picha toka wavuti.com)

Customer care ama customer kero? Hehehe nadhani ifike wakati sekta ya umma na mashirika yake bila kusahau sekta binafsi yaangalie utendaji kazi wa customer care zao ili zisiwe customer kero kama ilivyo kwenye cartoon. Kuangalia utendaji wake wa kazi ni pamoja nakuangalia namna mteja anaweza pewa huduma bila adha yoyote kuanzia kumpata mtoa huduma mpaka huduma yenyewe. Nadhani hili ni tatizo hata nchi zilizo endelea kwa baadhi ya makampuni na mashirika. Mfano makampuni yanayotoa huduma za internet na simu. Utakuta wameweka namba ya simu mathalani ya maulizo,mauzo n.k.

Tatizo liko hapa ukipiga hio namba unaanza kupewa matangazo kwanza then options kibao hufuata mfano: umepiga hio huduma kwa wateja/customer care unaambiwa ukitaka kuongea na technical advisor press 1,financial advisor press 2 reporting new fault press 3, reporting existing fault press 4 n.k. ukisha press hio unapewa options nyingine mfano: reporting existing fault una press 4, unapata hii if you need updates on the fault reported press 1, (unapewa na hii:- you only need to call if the solution given does not seem to sort you out…….we know you are call is very important to us and one of our advisor will be happy to help you time zinaenda hivo na mziki umewekewa), nyingine: to get updates over 1 week or so press 2, updates over 3weeks and mind you hapa hela yako inakwenda kwa speed ya ajabu and yet they are telling us hio call ni free haina charge wakati salio linaisha.

Na hapo they keep us waiting hivo usikute mpokea simu mwenyewe ndio yupo kwenye michapo isiyo husiana na kazi kama hio hapo weekend wapi, lile buzi umefanikiwa lichuna? Vipi Yule demu anaeleweka mzeya ama miyeyusho? Muda wa kazi huo na simu inaita jamaa ndio anaongea mambo hayo. Yani wizi mtupu saa nyingine mtu unajiuliza sasa hio customer care wameweka ya nini au ndio tuseme customer kero??? Naamini kila ofisi ina mwongozo na ethics za kazi kwa ujumla sasa kwanini watu wawe na tabia kama hizo?? Hata kama kampuni ni ya baba mtu afanye kazi inayotakiwa sio kuleta mapozi yasio na maana.Wahusika kwa namna yeyote katika hili tubadirike vinginevyo kama ni biashara basi itakosa wateja! .