Days after announcing the new CEO Peter Ndegwa, whom this site has confirmed to be an insider known to the cartels of the industry, Kenya’s biggest Telco has decided to enslave its staff working at the Sales Centres.
Seats for sales centre staff have been removed and now all are required to stand while service customers.
Sales staff handle a lot of issues, such as tough customers, and therefore need to work in a friendly and conducive environment.
‘All service counters have been eradicated and seats for both staff removed. We are forced to work while on our feet the entire day and still expected to offer unmatched service to the customer’, wrote the source.
The removal of seats at the sales centres is now a course of concern as some staff have fainted due to fatigue.
The instruction that came from ‘above’ was that ‘customers should not stay in the shops’.
The Safaricom killer director and Chief Customer Officer Sylvia Mulinge only knows how to sponsor hashtags and coordinated messages on social media trying to sway board members that she is best placed to lead the Telco. Glad she failed.
How can customer care people be treated this way?
We have reliably been informed that all shops are affected if one can do a spot-check on the Moi Avenue, I&M, Buruburu, Sarit, Eastleigh, they will confirm this.
Safaricom bosses and the wellness team which sits in large mahogany desks and comfortable seats at the headquarters can’t think about the negative repercussions of the move.
In fact the wellness team enjoys the same privileges as the bosses in the headquarters and as such cannot think beyond their mouths. They are supposed to represent all staff but considering they enjoy the luxury of seating on swinging chairs with nothing but their laptops facing them, why should they care for those having to listen keenly to what the customer wants, stand from 7:30am. – 6pm.
Surely even staff at supermarkets who basically just scan items are accorded the decency to work seated.
You, wellness team Janet Mida, Sharon Waga and Head of HR Mokaya Mokaya should consider reversing this policy and creating a conducive working environment for the sales staff.
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