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Nursing customer pain points

Tuyakula Musheko is the customer experience supervisor in the customer experience and care department at MultiChoice Namibia in Windhoek.

She joined in October 2021 and is seasoned in market research. She worked for a consulting firm, which gave her the opportunity to perform research for customers from many industries and walks of life, which she found intriguing. Musheko always ensures that the customer's voice is heard. "My team and I engage the customer to find out how they feel about their MultiChoice experience daily," she explained.

She had to break out of her shell as an introvert in order to engage with people. With these, she has been required to communicate with both vendors on the street and CEOs in boardrooms.

"Through networking, my portfolio continues to grow, and I believe that sustained self-study and research throughout my time at MultiChoice will enable me to achieve even greater heights."

She checks her emails first thing in the morning on a typical workday and then makes a to-do list, which she goes over. Musheko then prioritises activities, which frequently involve sifting through large amounts of data to pinpoint customer pain spots, followed by meetings to discuss the results and create solutions.

She considers her working environment as tough in a good sense as she is always kept on her toes because she is introduced to a new style of working, which helps her gain experience.

Recounting a difficult situation she overcame, Musheko narrated a moment when her boss went on vacation and she was given the task of overseeing a project for a campaign that was about to launch. "I was unfamiliar with the procedure, but after consulting with personnel, the project was completed effectively – plus I learnt a new skill in the process".

Her long-term ambitions include progressing in a position where she can continue to learn, take on more responsibility and provide as much value as possible.

She expressed admiration for all types of art, particularly music and poetry. "They have fantastic stories to tell, and I am impressed by creativity and people who can make art out of ordinary things."

Customer etiquette tips

Seeing as she engages a lot with customers, Musheko shared the following tips:

• Always listen to the customer attentively

• Show compassion

• It does not hurt to ask questions so that you can understand the query and help the customer better

• If you are not aware of something, it is okay to tell a customer this, however, you should escalate the query so that they get the assistance they need

• Always use a controlled voice.