girlfriend among the girls walking
outside the Care Centre and not
serving inside.
The spectators joined the debate
where most were agreeing with the
care agent for Trevor to up his game.
The debate continued for a few hours
until it fizzled out.
Business Improves When You
Respond Turning Bad News into a
Good Interaction
The lesson here is that you shouldn’t
be so rigid in social media customer
care. Also you should turn the
problem upside down by grabbing
the cross selling opportunity. Jaymo
got to talk about mobile money and
airtime advance services while at it.
Still, his sense of humor escalated the
customer’s humor and endeared his
telecom to the spectators.
This also demonstrates how business
improves when we turn bad news
‘‘ Seeing the humor in the complaint the social
care agent by the name Jaymo responded that
for Trevor to get a girlfriend at the care center
there were two conditions one being that his
mobile money balance had to be respectable
in the range of at least ten thousand Kenya
Shillings. The second condition was that if
he had a debt of airtime such as Kopa Credo
or Okoa Jahazi he should look for a girlfriend
among the girls walking outside the Care
Centre and not serving inside. ’’
into a good human interaction. This
differentiates your brand from your
competitors while creating customer
advocacy. Remember, lack of a
response is a response too.
Create Random Acts That Wow the
Customer and Create Talkability
Social media also provides for small
basics that can wow the customers.
I remember hearing on radio when
the popular radio breakfast show host
Maina Kageni was over the moon
after receiving a happy birthday
message from Equity Bank.
Social media has created a very
easy way to remember customer’s
birthdays if you are connected with
them on that space. The organization
birthday can also be celebrated with
the same zeal.
It was Safaricom’s 15 years
anniversary the other day; their
competitor Airtel joined the party
by wishing them happy birthday
on Twitter. The Airtel message read
something like @Safaricom Happy
birthday may you have a blast and
paint the town red.
Glad to be wished a happy birthday
Safaricom responded @Airtel thank
you we will paint it green instead.
A spectator joined in and twitted @
Safaricom @Airtel could this be love?
Airtel Twitted @bigwig red is the
color of love.
The entertainment reached fever
pitch when Safaricom’s CEO stepped
20 MAL 13/16 ISSUE