This is an open letter to the Google Kenya team. I am concerned at the quality of customer service offered at Google Kenya and their office premise at Regus - Purshottam Place. This all started yesterday when I called Google Kenya offices with an inquiry about Google AdWords and SEO. Before getting through to the team there, my call was picked up by Susan, I assume the front desk at Regus and she asked me what the inquiry is about. I say I need to talk to someone who can offer support in Google AdWords and she says the Google team there only offers support in Mapping. I ask, ‘So no one can help me with my inquiry?’ and she responds ‘I’m afraid not’. I hang up and I send an email to Dorothy Ooko (Google her. She’s awesome!) but she’s out of the country with limited access to internet.
Back to my search.
Today morning I call again and I think I’m smarter by asking to talk to anyone in the Mapping team and I am put through to Evans. I ask him for a contact person who can help me with Google AdWords and SEO and he asks me ‘SEO?’ I respond ‘Search Engine Optimization’ he goes like ‘Oh we don’t offer such support’. I ask, ‘Let me repeat myself. I have an inquiry regarding GOOGLE! GOOGLE AdWords and how to raise my GOOGLE rankings and you says no one in the GOOGLE office can help?’ He says ‘Yes, no one can help. We just trust you have a good website.’ At this point you can imagine my shock. I ask my workmate to pinch me because surely I MUST BE DREAMING! I hang up and I remembered once going for a Google+ event and there were2 ladies from Google; Amanda and Gemma. I call again and ask for them but unfortunately both of them are not in the office and I ask if I can speak to anyone else in the marketing department. Get this; the receptionist says ‘We cannot put you through unless you have a contact person you specifically want to speak to’. WHAT????
Now I’m lucky I had known Gemma and Amanda but does this mean if I did not know any of them I would not have been helped. I mean this is absurd! Absolutely ABSURD! I had already been dismissed by gatekeepers and moreso the main company itself.
Who will help me with my Google problems if Google won’t??? I had to turn to Twitter to ask for anyone with a contact there. I was calling Google in an official capacity as the Digital Manager at ESBC who by the way plays in the same industry as Regus but I believe our front office staff do not shun one from getting through the client. It is not up to them to decide who talks to client or not regarding whatever issue. Surely the client should at least take my contacts and refer me anyone who can help. Does this mean any random person calling Google cannot get through because they don’t have a contact person? I mean, it’s the reason they are calling in the first place.
My recommendations, Google Kenya should inform the front desk that all call should be put through to them to decide if it is relevant or not. Secondly, all Google Kenya employees should know all the services they offer and try, at least try to point customers in the right direction. Lastly, because both Amanda and Gemma were unavailable, how about a voicemail service?!
I hope someone from Google Kenya will read this and take the right steps.
Back to my search.
Today morning I call again and I think I’m smarter by asking to talk to anyone in the Mapping team and I am put through to Evans. I ask him for a contact person who can help me with Google AdWords and SEO and he asks me ‘SEO?’ I respond ‘Search Engine Optimization’ he goes like ‘Oh we don’t offer such support’. I ask, ‘Let me repeat myself. I have an inquiry regarding GOOGLE! GOOGLE AdWords and how to raise my GOOGLE rankings and you says no one in the GOOGLE office can help?’ He says ‘Yes, no one can help. We just trust you have a good website.’ At this point you can imagine my shock. I ask my workmate to pinch me because surely I MUST BE DREAMING! I hang up and I remembered once going for a Google+ event and there were2 ladies from Google; Amanda and Gemma. I call again and ask for them but unfortunately both of them are not in the office and I ask if I can speak to anyone else in the marketing department. Get this; the receptionist says ‘We cannot put you through unless you have a contact person you specifically want to speak to’. WHAT????
Now I’m lucky I had known Gemma and Amanda but does this mean if I did not know any of them I would not have been helped. I mean this is absurd! Absolutely ABSURD! I had already been dismissed by gatekeepers and moreso the main company itself.
Who will help me with my Google problems if Google won’t??? I had to turn to Twitter to ask for anyone with a contact there. I was calling Google in an official capacity as the Digital Manager at ESBC who by the way plays in the same industry as Regus but I believe our front office staff do not shun one from getting through the client. It is not up to them to decide who talks to client or not regarding whatever issue. Surely the client should at least take my contacts and refer me anyone who can help. Does this mean any random person calling Google cannot get through because they don’t have a contact person? I mean, it’s the reason they are calling in the first place.
My recommendations, Google Kenya should inform the front desk that all call should be put through to them to decide if it is relevant or not. Secondly, all Google Kenya employees should know all the services they offer and try, at least try to point customers in the right direction. Lastly, because both Amanda and Gemma were unavailable, how about a voicemail service?!
I hope someone from Google Kenya will read this and take the right steps.