Ideally, a Customer Experience Executive should deal with a call within three minutes.

They have undergone lots of training for this and the information they need is at their fingertips.

Sometimes, though, the customer’s challenge goes beyond Safaricom’s products and services, and that’s how Peter Obiayo’s story came about.

The caller couldn’t reach their loved one and was desperate because their last conversation had not ended well.

It would take our Hero on Call much longer than required by protocol, but he would be happy to do it again if called upon, and here is Peter’s story.