Mazingira ni Afya
As a company we decide to work with customer service model which broadly entails valuing and providing good customer service to our customers since the nature of our business area of operation has many competitors dealing with similar product.
Our main focus is to create a long term relationship with our customers since they are the main pillars that hold up our business intact. Initial plan is to win our customer trust rather than dwelling on profit margin and by winning we will both have win-win situation.
There a number of customer service related questions we need to clarify as Mazingara Ni Afya company point of view
1. Why is poor customer experience common?
Most business struggle a lot in modern days simply because they take customer care for granted, at our company we don't take things for chances since at some point it will get out of control. Since we are operating in an area with high competition while dealing in similar product we decided to diversify into good customer care as our service model strategy to get the market niche. Poor customer experience is very common because of focus on; profit margin, company goal, failure to stick to initial plan, monopoly just to mention a few.
Our company we are not going to compromise on customer care, we are going to start by embarking on serious education on importance of health to the people working on the dumpsite in Dandora, our company is going to work with them closely by providing them with protective gears like gumboots, gloves, protective masks and also to facilitate increase productivity we will avail them with carts to enable them collect more and earn more from the dumpsite.
2. What is the importance of customer need analysis?
A good business is one which partially or fully satisfies its customer need at an affordable prices and which is readily available. At first we taught that our customer (dumpsite collectors) needed clean working environment but after inquiring from them and doing ground research we find it was totally different from what they wanted. There main concern was to earn stable income to be able to sustain their families this made us change our business model since it was not aligned towards our customer need hence we refocused towards what our customers need.
3. Is there need to improve customer service?
The customer need for better customer service is on the alarming since most companies exploit them and leaves them with almost no income to support their families the little they earn is used for buying meals, paying school fees, house rent and medical bills. During our research we found the little they earn was not able to feed their families hence increase number of school drop outs, marriage break up and people end up living and scavenging from the dumpsite.
As a company we have dedicated to provide a good customer care geared towards listening to our customer need so as to help them to be more productive and to increase their income to cater for all the needs and problems faced by the dumpsite workers.
We also would like to engage with youth groups, already established NGO's and county government to establish ease of our business operation in Dandora slum.