In call handling , we consistently train teams to learn to handle the heat . The first aspect is to learn to stay calm and not meet emotion with emotion . Stay calm , listen actively and understand why your customer is not happy .
impertinent to check all facts . Today if you are buying a technology platform , before you go to tender you are supposed to have a scoping document solidly founded on your problem statement and not your neighbor ’ s experience . If we are going to an election we must identify that our scoping document is shaped by the design of our governance model and the challenges in Kenya as felt and experienced by the Kenyan people . We cannot keep comparing ourselves with developed countries but can only get the best practices based on our limited resources .
Is it the economy or a buyers ’ remorse ?
Kenya today is experiencing post-purchase remorse but the fact is that though the economy has taken a dip , trust is the key aspect which is under trial . The campaign period was highly electric and a lot of promises were made . To be honest , these promises were not viable because the sales process has a lot of dependencies . The measures of success are not defined and it ’ s difficult to interpret a good measurement and evaluation program post the campaign . Human behavior is not rational and in a campaign platform the seller is bound to capture and convince the excited audience . If the audience does not subscribe to a formal but excitable manifesto then they only have themselves to blame .
So what went wrong with our Citizen Experience ?
We vote with emotion and we evaluate with emotion . We did not have tangible goals or milestones but scanned through printed manifestos where the judge was the jury and the hangman . We did not do a risk matrix for what could go wrong with other global aspects which our economy is dependent on . We envisaged a heaven of economic freedom borne of promises that had the masses euphoric . However , this does not go down well as expectations become the truth in people ’ s minds even though they are not realistic .
How do you manage buyer ’ s remorse ?
Remember a certain politician who wrote a not so thankful letter to his thankless electorate ? Yes , your customers will not
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In call handling , we consistently train teams to learn to handle the heat . The first aspect is to learn to stay calm and not meet emotion with emotion . Stay calm , listen actively and understand why your customer is not happy .
love you for your mega projects and they will certainly elect you based on how they feel . The truth may be glaring on their faces but the decision to ‘ purchase ’ you as their representative is based on many factors including impulse and influence .
Sing their song if you want to break walls . The audience when motivated will only dance to the song they love . Today if you are in any part of Central Kenya … just start your speech with the song … ’ maisha no maya ’ interpreted as ‘ this is the only life ’. Connecting to the customer or citizen is a fundamental aspect to winning their hearts .
Tell your story and do not let others do it for you . The African Proverb clearly states , ‘ Until the lion tells the story , the hunter will always be the hero ’.
Remember once you get into office you outrightly become the hunted and your story changes automatically to defense mode . You must communicate with clarity , articulate your real agenda and show mitigation strategies on shortcomings . Buyers or citizens are now more discerning . They know their rights and what is doable within certain time frameworks . Admit to shortcomings and incorporate those opponents who shout the most to carry out those deliverables . Choose your messenger wisely and clear misinterpretation fast . Who is your spokesman and are they favored by your audience ?
Create Trust – Trust is not about words but actions . Do not promise what cannot be delivered . As one who is positioned to serve customers , giving false information to defer an irate customer is a short-term strategy to appease unmet expectations . In call handling , we consistently train teams to learn to handle the heat . The first aspect is to learn to stay calm and not meet emotion with emotion . Stay calm , listen actively and understand why your customer is not happy . Learn to empathize and walk in the customers shoes instead of using your own experience to determine the solution the customer expects . Create a relationship with your customer so that you can give them a lasting solution which guarantees a permanent solution . If you argue with your customers ’ it ’ s evident as a service provider that you are not using emotional intelligence .
Don ’ t jump to conclusions or blindly listen to those around you on how to treat your customers . If you collect good data and have done a good Know Your Customer ( KYC ) exercise then data should give you the perfect answer .
Manage expectations - are you able to create reality checkpoints and is addressable audience well informed about these milestones ? What has changed and what needs to be done ? Can you buy patience because you are a trusted leader who has concrete reality check points ?
Policies and Processes - are they sound and well thought through before communication ? Have you done tests to ensure the facts in your speech are the facts on the ground ?
Understanding real and perceived needs before responding to a customer or citizen is very critical . Why do people have this sudden remorse about the product or service you are selling ? Is it a real or perceived need driven by opponents or naysayers who want to obliterate your brand ? If I were to address this politically in Kenya , I ’ d say the simplest fact is that economy is the perceived need but the real need which is under trial is TRUST . The main solution is active listening and continuous engagement to create a relationship that creates hope .
Pauline Warui is the Founder of East Africa Customer Care Centre . You can commune with her on this or related matters via email at : PWarui69 @ gmail . com .