An Experience to Remember !

They say ‘travel and see,’ and boy, did I plunge headfirst into that mantra when the opportunity arose to train a group of professionals abroad! Get ready for a wild ride as I unveil a story that will have you on the edge of your seat.

Let’s kick off by clarifying that this isn’t your run-of-the-mill customer experience tale. No, sir! Instead, it’s a thrilling narrative chock-full of incredible insights gained from my escapade.

Defying the odds

Picture this: an impromptu notice to expedite a training session overseas. With my incredible mentor, the illustrious Queen of CX, by my side, we embarked on this whirlwind journey against all odds. Despite the tight timeframe, we dove headlong into action, gathering all the prerequisites at lightning speed. We strutted into the embassy, brimming with excitement for our imminent voyage to the land of the Pharaohs. Little did I know that my trusty heels would be in for an unexpected adventure—I’d recommend flat shoes for anyone visiting that embassy! 🤣

And oh, just when we thought we had all our paperwork sorted, a minor detail slipped through the cracks. An attendant gleefully informed us of a missing verification, a hiccup that threatened to delay our visas for weeks! Can you believe it? Weeks for a trip we needed to embark on within days! Departing the embassy, frustration clouded our thoughts, and it seemed as though the attendant secretly wished us failure. But behold, our determination knew no bounds! Against all odds, we persisted. After days of anxious waiting, a glimmer of hope emerged—a visa on arrival! In just a few brisk hours, we were packed and ready to jet off on our exhilarating journey to indulge in what we love most—discussing CX! Off we soared, fueled by determination and a dash of sheer audacity.

A tumultuous transit in Addis Ababa

The hurried nature of our trip offered no luxurious business class; alas, we had to settle for economy. Picture this: a jam-packed flight that left us feeling cramped and uncomfortable. Racing against the clock to catch our connecting flight to Cairo, I suddenly realized I had lost contact with my dear friend amidst the chaos.

And then it happened—a harrowing asthma attack struck when I least expected it. Alone and consumed by panic, I fumbled with my inhaler, only to find it rendered ineffective under the intense pressure to catch the flight. That moment, a flicker of my life flashed before my eyes. But with humility in tow, I mustered the courage to seek help. An angel in disguise graciously lent a hand, urging me to take my time as he made a swift call to the plane’s attendants. Slowly, I treaded the long path to the boarding gate, where an even more benevolent attendant swooped in to assist. It was a poignant reminder of the paramount importance of forging emotional connections in customer relations. Reunited with Esther, the queen of CX, we journeyed towards the iconic pyramids, our spirits lifted.

Our ‘MRHBAAN’ (Welcome) in Cairo

After a marathon 9-hour flight, the plane finally touched down in Cairo! Oh, the thrill! We were brimming with excitement as we were greeted by the remarkable representative, Isham, from our host company. Swiftly surrendering our documents for the much-awaited visa on arrival, we anticipated a brisk hour-long process—little did we know what was in store. As we surveyed the airport surroundings, an unusual sight struck us—people sprawled across the floor and airport seats, dozing off in various contortions. Strange, right? Little did we realize we were soon to share a similar fate.

Within the hour, our names were called. Expecting the visa formalities to conclude smoothly, we bid farewell to our newfound friend and sauntered confidently towards the staff. However, our journey took an unforeseen twist when we were shuffled back and forth with our luggage, eventually landing in an interrogation room.

The first question landed like a bombshell—”Who told you that you could waltz into Egypt without a visa?” Esther valiantly explained our situation and presented our host company’s signed letter. But alas, it didn’t suffice. The uncertainty loomed as the personnel confirmed that all was not well.

Ushered into another room, I attempted to brighten the mood with a smile for the security personnel—perhaps they found my cheerfulness odd amidst such tense circumstances! As we entered, a sense of unease lingered in the air. Esther’s intuition was on high alert, prompting her to subtly question whether the room was a safe place to be. That simple query revealed our dire predicament as the Arabic-speaking man ominously replied, “Very bad, very very bad place.”

Lo and behold, we found ourselves in what seemed like a deportation room. Fear coursed through me, yet Esther, while equally concerned, took charge of the situation. Before long, a different representative from our host company whisked us away from that dreadful room. As we sat witnessing a tense conversation between our rescuer and airport security, a chilling sight unfolded—a man, previously kind to us, now facing the wrath of security. Unspoken but palpable fear consumed us. Alone in a foreign land, we grappled with the thought—could that have been us if our savior had arrived a few minutes late?

Kareem, our hero, returned after a frantic hour of racing around, promising to sort our visas. However, there was a catch—we were to spend the night at the airport until after 9 am (having landed before 2 am) because the official granting security clearance would be unavailable between 2 and 9 am! Oh, the plight! The image of countless people sleeping on the floor and scattered seats flashed through our minds as we found ourselves in the same predicament.

The ensuing hours were an agonizing eternity. Exhausted, famished, and deprived of sleep, we resorted to sipping on juice. Those desolate hours dragged on until salvation arrived in the form of another remarkable representative—Ahmed. He kickstarted our journey to uncover the enchanting beauty of Egypt. Our visas secured, we set off for the enchanting Intercontinental Citystars hotel, where bliss awaited.

All’s well that ends well…

The tribulations of our arrival faded into the abyss as we reveled in the delightful memories created at the hotel and during the invigorating training sessions.

We crossed paths with countless beautiful souls and shared moments of laughter and camaraderie. Our training participants wholeheartedly engaged in the famous dance challenge, ‘Terminator’—an event that almost saw me crowned as the victor! Yet, it was Dina and Ahmed, our Egyptian friends, who truly stole the show.

While someday we may share insights from our eye-opening training sessions, let me sum up the key takeaway: remember to ‘start with the man in the mirror’ when aspiring to evoke change. It’s not others who need to change; it begins with you!

Epilogue

And for those pondering our return journey, let me assure you—we indulged in the luxury of business class. After our ‘coach’ class escapade, the contrasting experiences reinforced the value of exemplary customer experience in commanding a premium. We sat and dined like royalty, a fitting culmination to our exhilarating journey.

Numerous lessons were gleaned from our tumultuous expedition, but one resounding truth lingered—never relinquish your goals, no matter the hurdles. The satisfaction of enduring and tasting success is unmatched.

If you’ve encountered similar adventures, do share your tales in the comments!

Hats off to the entire Afrexim Bank and Intercontinental Citystar hotel staff for an unforgettable Cairo experience!

Love
Yvonne Quashie