Every day, Safaricom’s call centre staff receive an average 108,000 calls. 36,000 customers seek their services through SMS while 4,500 messages are sent through the social media sites Facebook and Twitter.

Most of these customers are usually seeking assistance on products and services.

Some are in unusual situations and are desperate for the kind of help that Safaricom would not ordinarily provide.

It is the kind of help that would require a Customer Experience Executive to go beyond the call of duty.

Susan Ireri, who is based at the Thika Call Centre, is a hero on call. Here is her story.