Assurance. A singular word that means a plural of emotions. And, retained, or new, sales. Assurance is a positive declaration intended to give confidence; a promise. Assurance is what a customer who is going through uncertainty needs- not what he says he wants. Confused? Hang on. You have my assurance that you’ll get it.
When you call to say you sent money to the wrong number how often does Safaricom wash its hands off the case with, “Sorry. Your mistake. Can’t help you.” In my experience, never. It’s more like, “Sorry. Let’s see what can be done.” Even if the money has been withdrawn, as in a case I know, whereas what the caller wanted was her money back, what she got is what she needed-assurance. “Sorry. The money is already withdrawn. But when he loads his account again we will be sure to refund you.”
