[kictanet] Poor Customer Service is no Customer Service

Fri Dec 7 18:30:26 EAT 2012

Of poor service and monopolies....

http://www.sunwords.com/2012/12/03/the-time-when-you-are-a-monopoly-is-the-time-to-think-ahead/

Best

Alice

On 07/12/2012 07:39, Matunda Nyanchama wrote:
> 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 
> <http://www.aganoconsulting.com/>; Twitter: nmatunda; 
> <http://twitter.com/#%21/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
> -----------------------------------------------------------------------------------------------
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> ------------------------------------------------------------------------
> *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 
> <http://www.aganoconsulting.com/>; Twitter: nmatunda; 
> <http://twitter.com/#%21/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 
> <mailto:mnyanchama at aganoconsulting.com>>
> Sender: "kictanet"
> <kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk at lists.kictanet.or.ke 
> <mailto:yahoo.co.uk at lists.kictanet.or.ke>>
> Date: Wed, 5 Dec 2012 20:27:17
> To: <ngethe.kariuki2007 at yahoo.co.uk 
> <mailto:ngethe.kariuki2007 at yahoo.co.uk>>
> Reply-To: Matunda Nyanchama <mnyanchama at aganoconsulting.com 
> <mailto:mnyanchama at aganoconsulting.com>>
> Cc: KICTAnet ICT Policy Discussions<kictanet at lists.kictanet.or.ke 
> <mailto:kictanet at lists.kictanet.or.ke>>
> Subject: [kictanet] Poor Customer Service is no Customer Service
>
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