Hallo? Is this the Call Centre Manager — Kenya Power and Lighting Company? Ms Sylvia Karanja would like to have a word.
"Bear with me because I cannot take the rudeness of your customer care representatives and their supervisors any more," Sylvia says.
Furious that she had to throw away food after a prolonged power outage in Lang’ata, Sylvia called your emergency number and reports the following.
"Your staff do not know a thing about customer service. Several times they hung up on me when I asked when I could expect to get reconnected."
And when she got responses, they were not very encouraging, either. Sample one: "I don’t know what the problem is but whatever it is, someone is sorting it out."
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Sylvia thinks you either need to re-train your customer care staff or employ people who know what they are doing.
"It’s a shame you are the only electricity supplier in the country. But that does not mean I will keep quiet. I am the customer. In business, the customer is King and you had better treat me as such," she says.
