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The Voice (Francistown)

Botswana: Shining Bright

Zeph Kajevu

11 March 2008

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Francistown — He has been the head of customer service at Botswana Power Corporation since beginning of last month. But change of jobs and corporations for Kabelo Tsalaile - a former Botswana Telecommunications Corporation retail manager-South - has not affected his winning streak. He is this week's service star award winner.

Kabelo, one of the most celebrated professionals and one of the first super stars to be honoured by President Festus Mogae for two consecutive years, 2006 and 2007, showed the upper hand on arrival, explaining that "when I joined BPC as head of Customer Services, I had to initiate a business planning installation process (BPIP) as a way to reduce the waiting period of customers who are on the waiting list. Implementing BPIP will go a long way in improving the Corporation's branding, given the fact that some of the customers have learnt to live with our poor performance while waiting for two years and more are not sure whether they will eventually get connected. I would like to see a shorter turn around time in installations becoming the standard and best business practice."

The Molopolole-born executive said that he is currently finalizing the paper work and related procedures that will roll out BPC's call centre, a first in its operational history. Through the centre, valued customers, clientele will be able to access specified information through the toll-free line facility. This would also improve BPC's image and branding as a forward looking enterprise delivering only the best in service delivery, as the country's sole electricity supplier.

The most enlightening aspect for him is that BPC members of staff across the board "have provided me with emotional and material support, barely only a month at the helm. The confidence and trust that they have shown me during my occupational infancy is a good omen and challenge for my future in the Corporation. My inputs and contribution should put BPC in the limelight of a reputable service. In short, the staff has been superb, willing and capable to deliver."

BPC has also embarked on an education and awareness campaign through presentations on what has to be done. This will enable customers to be informed well in advance of BPC's mandate including challenges and areas where there have been operational pitfalls. Tsalaile said that all the initiatives reflect the recently launched BPC's Strategic Review. However, the most valuable asset any company has is its brand. He agrees, saying, BPC's brand "shows among other things, the promise to its customers, the value they can consistently expect to receive, including everything about our business model, facilities and products. This is largely due to the fact that everything we do either makes the brand stronger or weaker."

Dear Consumer's Voice

I have visited a particular salon on several occasions and have experienced appalling behaviour from the owner of the salon. The lady yells at her customers and workers for that matter.

She shouts at customers for trying on too many wigs, which are all very pricey. She is very impatient when you want to try on more than one wig and insists that the first one you tried on suits you therefore you should buy it. She gets aggressive and shouts at customers for being indecisive in terms of hair styles. If you talk to her about the issue she argues without listening and eventually drowns you out by talking to someone else leaving you unattended.

From the minute of walking in the salon you feel like a piece of meat waiting to be processed. The salon advertises itself as the one of the best and yet it seems the main focus of the salon is to serve as many clients as possible. They DO style the hair as desired but the experience is not enjoyable.

Should you send your mystery shoppers to try out the service and prove me wrong?

This is one of the easier questions we've had recently. Our advice is really very simple. Just don't go there again. Tell all your friends about your experience and tell them to tell all of their friends. You'll be surprised how quickly the word spreads. Companies that deliver services based on skills and the welcome they give to customers survive on good will alone. As soon as that good will evaporates so does their business. We're not even slightly sympathetic if she goes out of business. She has no right to succeed, success has to be earned. She hasn't earned it so why should she succeed?

Remember our advice to everyone. The two most powerful weapons a customer possesses are a left foot and a right foot. Use them!

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