[kictanet] Poor Customer Service is no Customer Service

Fri Dec 7 07:39:44 EAT 2012

Ngethe

No one mentioned a development partner. Sorry.
Healthy competition, an informed consumer and associated pressures can be the basis for improvement.
Monopolies (an approx of what Safaricom is) have no incentive to improve purely on market forces unless compelled by law.
We have come a long way; and in that time the world has not been sleeping; they too have been moving forward. We may be just as much distance away (to attain world class services) as we were 5, 6, 7 years ago.

In  my estimation, time I have spent on this issue is way more than the amount involved.

I am off to explore Tangaza (on some people's recommendation).

NB: enough said on this subject, at least for now.

----------------------------------------------------------------------------------------------
Matunda Nyanchama, PhD, CISSP; mnyanchama at aganoconsulting.com
Agano Consulting Inc.;  www.aganoconsulting.com; Twitter: nmatunda;  Skype: okiambe
----------------------------------------------------------------------------------------------
Be prepared for ICT security failures & know how to respond when they happen! 
Call: +1-888-587-1150 or info at aganoconsulting.com
 ----------------------------------------------------------------------------------------------
"The best revenge is massive success" - Frank Sinatra-----------------------------------------------------------------------------------------------
This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.

________________________________
 From: "ngethe.kariuki2007 at yahoo.co.uk" <ngethe.kariuki2007 at yahoo.co.uk>
To: Matunda Nyanchama <mnyanchama at aganoconsulting.com> 
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke> 
Sent: Friday, December 7, 2012 7:34 AM
Subject: Re: [kictanet] Poor Customer Service is no Customer Service

Matunda,
No I do not entirely agree with you on this one.Services have considerably improved in some sectors of our country.However,we still have a long way to go.We need to sustain and build on the gains made.We have to do it ourselves.No development partner can do it for us in the long run!
Sent from my BlackBerry®
________________________________

From:  Matunda Nyanchama <mnyanchama at aganoconsulting.com> 
Date: Thu, 6 Dec 2012 19:52:15 -0800 (PST)
To: ngethe.kariuki2007 at yahoo.co.uk<ngethe.kariuki2007 at yahoo.co.uk>
ReplyTo:  Matunda Nyanchama <mnyanchama at aganoconsulting.com> 
Cc: KICTAnet ICT Policy Discussions<kictanet at lists.kictanet.or.ke>
Subject: Re: [kictanet] Poor Customer Service is no Customer Service

Ngethe

I must confess that if I had an alternative I could switch at a whim; without any regret.

But we also are used to mediocre service and it is what we get.

----------------------------------------------------------------------------------------------
Matunda Nyanchama, PhD, CISSP; mnyanchama at aganoconsulting.com
Agano Consulting Inc.;  www.aganoconsulting.com; Twitter: nmatunda;  Skype: okiambe
----------------------------------------------------------------------------------------------
Be prepared for ICT security failures & know how to respond when they happen! 
Call: +1-888-587-1150 or info at aganoconsulting.com
 ----------------------------------------------------------------------------------------------
"The best revenge is massive success" - Frank Sinatra-----------------------------------------------------------------------------------------------
This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.

________________________________
 From: "ngethe.kariuki2007 at yahoo.co.uk" <ngethe.kariuki2007 at yahoo.co.uk>
To: Matunda Nyanchama <mnyanchama at aganoconsulting.com> 
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke> 
Sent: Thursday, December 6, 2012 8:59 AM
Subject: Re: [kictanet] Poor Customer Service is no Customer Service

Nyanchama,Listers
Contrary to popular belief,there is nothing inherently efficient in a private company.Only competition or its threat makes them so.So the question is:Where there is little or no effective competition,where would the incentive to offer good service come from unless they are serving their self-interest(read profit motive).
Sent from my BlackBerry®

-----Original Message-----
From: Matunda Nyanchama <mnyanchama at aganoconsulting.com>
Sender: "kictanet"
<kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk at lists.kictanet.or.ke>
Date: Wed, 5 Dec 2012 20:27:17 
To: <ngethe.kariuki2007 at yahoo.co.uk>
Reply-To: Matunda Nyanchama <mnyanchama at aganoconsulting.com>
Cc: KICTAnet ICT Policy Discussions<kictanet at lists.kictanet.or.ke>
Subject: [kictanet] Poor Customer Service is no Customer Service

_______________________________________________
kictanet mailing list
kictanet at lists.kictanet.or.ke
https://lists.kictanet.or.ke/mailman/listinfo/kictanet 

Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40yahoo.co.uk 

The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.

KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://lists.kictanet.or.ke/pipermail/kictanet/attachments/20121206/91fbba21/attachment.htm>