When she first started working in 2016, Ashleen Wangai would furiously work through four or five systems to handle customer issues, such as a SIM swap.
Some customers would be in such a big hurry to have their issues handled that they would terminate calls and call again, hoping to find someone faster, but that has gradually changed as technology has made it possible to integrate systems.
“ I’m able to handle the customer faster. I don’t have to open so many systems, so it’s easier for me, even in the time spent on that. That reduces the wait time for the customer even further, so you find that you’re able even to handle more customers at the same time,” she says.
Artificial Intelligence has also become part of her work, helping her profile, analyse, and anticipate customers’ issues, especially for those who call frequently.
Yet, despite all the technology they employ, nothing can replace the human touch, particularly for customers who still use feature phones or Mulika Mwizi.
“Most of the time, the explanations we have, we assume everybody is using a smartphone. But some of them use Mulika Mwizi, yeah. So, you can’t tell them about a do-it-yourself system that’s internet-related. So you ensure that, if there’s such a person, you personalise the experience,” she explains.
The nature of working as a customer service agent at a call centre is that each call is unpredictable. One moment, Ashleen may be helping a customer reverse money sent to the wrong number, and the next she might be calming down an upset customer. It’s during these challenging calls that she must utilise her most valuable skills: patience and empathy.
“You have to empathise, because for them to call when they are that irate, it means it’s something that has bothered them that has gotten in the way of how their day is going. So you have to be very empathetic. Empathising is not just saying sorry. You have to put yourself in their shoes,” she says.
One of her memorable encounters was a frustrated customer who had seen a spike in her bill and called five times.
The customer was upset because her issue had not been dealt with and her postpaid service had been disconnected. Ashleen listened carefully, explained the billing problem clearly, and informed her of the reasons behind the increase.
“She got to a point where she understood why the billing was that much, and paid the bill before I dropped the call, and she was very comfortable. She even recommended that I ask the manager to call her back so she could give me praise. So I was like, That was a good call,” Ashleen, a Customer Service Executive at Safaricom, says.
Moments like these epitomise customer obsession and service for Ashleen, as she listens attentively to customers’ frustrations, shows empathy, and ensures they feel genuinely heard.
She spends her days fielding calls and speaking to approximately 14-16 customers per hour, each call requiring her to blend her multitasking skills with active listening, operate the work systems, and pay attention to every detail.
“For me, customer obsession is proactively listening to customers when they call us and resolving their issues as best as I can, ensuring that they leave the call when they are satisfied and the issue is resolved,” she says.
After a long day of handling over 100 phone calls and solving people’s issues, Ashleen relaxes by spending time with her daughters and taking walks.
I have two daughters, and they enjoy going for walks with me and telling me about their day. If I’m not at the gym, I like spending time with them; we can dance around the house or go for a walk, “Ashleen says.”
Happy Customer Service Week.
