It is very rare for two of the 108,000 calls that reach the Safaricom call centres daily to be taken by the same person.
When the same customer was directed to him twice in one evening, Edwin Ngase knew he had to do something even if the call had nothing to do with his job.
The caller was lost in the wild and he had made a call to the only number he was certain would be picked.
This week on Newsroom, we are marking Customer Service Week by celebrating unique acts of service to customers when they needed them most.
Edwin Ngase is our Hero On Call today and here is his story.