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Winning Customer care speaks your language

This is a twitter exchange between a concerned customer and Safaricom’s customer care – in Sheng, a Kenyan mixture of English and Swahili. The Safaricom customer care rep had an option to respond in formal language as most customer care professionals would, but he or she chose to respond in the customer’s language.

This is what winning customer care looks like. And perhaps the culture that enabled that rep to respond that way is the reason why Safaricom is a 23 billion shilling profit puller. We all must learn from it.


I am a writer first and foremost. I am passionate about social entrepreneurship, which I define by finding ways to innovate the world’s processes to make life better for people – whether in business or in the non-profit sector. I am professionally involved at the Open Institute, Thellesi Co and various agricultural ventures.

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