Nairobi, Nov. 11 -- Zawadi serves as the head of department for a customer support unit in a busy and large Mombasa logistics company. When she hires new staff, she focuses on one-way support for them but with no formal orientation or structured mentorship process.

Even though her team rushes to help the newcomers on the first day and show them every system, jump in to fix their mistakes, and even handle the difficult client calls on their behalf, after about three months the mood reverses.

Everyone gets bored with handholding the newcomers and instead starts to quietly pull back. The new staff, who never really got a chance to stand on their own two feet, receive a formal process of orientation, resulted in them stopping to ask questio...