This archive report was first published on 25 November 2019.
From Economics and Sociology Graduate to Customer Experience Manager ¶
Published on November 25, 2019
Makandi Muchiri, Family Bank's Senior Manager, Customer Experience, has come a long way since her university days. She graduated with an Economics and Sociology degree from Kenyatta University, but it was the sociology course that truly expanded her horizon and changed her perspective.
After graduation, Muchiri faced challenges in finding a job, but she didn't give up. She negotiated a deal with her parents to work as a house help and got paid for her work. This experience eventually led her to a job as an insurance sales person, where she made her biggest sale and caught the attention of her bosses.
With hard work and determination, Muchiri rose through the ranks, becoming a Team Leader, Supervisor of a call centre, and eventually, Assistant Manager, Customer Service. Her journey eventually led her to Family Bank, where she is now the Senior Manager, Customer Experience.
So, what is the difference between customer experience and customer service? According to Muchiri, customer service is reactionary, while customer experience is proactive. It's about improving all interactions between a company and its customers, meeting their needs, and making them loyal.
So, what does it take to get into this new career? Muchiri emphasizes the importance of developing soft skills, such as empathy, good communication, and interpersonal skills. She also highlights the value of meeting new customers and getting valuable feedback to adjust strategies and meet customer expectations.
