Excellent Customer Service

I would like to take this opportunity in expressing my sincere gratitude for the efforts of Ms. Rozita Combrink as well as the assistant manager at Silverton-branch in Pretoria, Ms.Kiyase. After an unfortunate nasty experience at the same above-mentioned store, regarding “Unwanted Gifts” I bought for my children. The less-than-desirable attitude that we encountered at the store initially, actually strengthened my resolve to further pursue this matter. I was profoundly disappointed with this bad service, as this is a Customer Service and Consumer Rights-issue, which you don’t get in stores who care for their clientele. I needed Ackerman’s Senior Management to remedy this situation in the interest of fair and equal customer service. Needless to say I was fuming and I subsequently, in order to get the matter resolved,decided to escalate my matter to an outside “Dispute Resolution Body” - HelloPeter. I was subsequently contacted by Ms. Rozita Combrink. She received my complaint in the most professional manner, albeit to do damage control. She calmed me down and allayed my concerns, in the process apologizing for the whole debacle and assuring me that she would be taking care of things from then on. She literally took the proverbial “Wind out of my sails” As was the case in the past, I somehow, had the trepidation of having the normal frustrations, indifference and a huge lack of concern, which I was confronted with in the past, regarding matters of this nature. At that stage I was very irate and disgruntled, but based on the manner she carried herself, I was confident that she would be able to remedy this situation in the interest of customer service and good governance. She also immediately gave me the sense that she had my best interest at heart. It had been an absolute pleasure to encounter such professionalism. I appreciate the fact that she took the bull by the horns and not delegate it to another subordinate. She might as well just have told me that there was nothing that she could do and left me as just another unsatisfied customer, as it would have been easier and less stressful for her. Ms. Rozita Combrink’s attitude and empathy, as well as her absolute competence, made the whole exercise so much more bearable, if that’s the right way of putting it. I’m sure that anyone using Ackermans on a frequent basis would be hard pressed to find such dedication. I’m absolutely elated with the excellent service which I received from Ms. Combrink, because that to be the epitome of what good Customer Service is all about. I believe that no person doing an excellent job should go unacknowledged. I’m sure that anyone would agree that in itself should the matter not have been resolved amicably it would invariably have resulted in untold unpleasantness and distress for both parties concerned in the future; therefore her actions averted that scenario, as I was more than prepared to pursue this matter unabated to the bitter end. I would like to extend my sincere gratitude to Ms.Combrink, for going the extra mile in order to get my matter resolved. Many Ackermans staff can take a leaf from his book, regarding excellent customer service, as there is a vacuum of professional customer service in this country, across a whole spectrum of disciplines in various industries. Furthermore, upon the arrangement of Ms. Combrink, I went back to the store where it all happened. I was however taken aback; upon my return to the store,when I was met with the most wonderful Assistant Manager I have met in a very long time, Ms. Ms.Kiyase. Whom I didn’t have the pleasure of meeting during my first encounter at the store. Ms. Kiyase is also certainly a real asset to your company and deserves sincere praise and commendation for the service I eventually got. It is therefore, with great pleasure that I can now announce that I’m finally a happy customer, as the service we subsequently received from Ms. Rozita Combrink and Ms.Kiyase respectively adequately makes up for the initial disappointment.