1 reviews | Active since Jan 2019
Bad Customer Service
I called in on Tuesday to be assisted with my one of my contract line's. My call was first silenced and after calling twice. I then eventually got through on my third call to Luyanda Mkhize. I can understand that I may have failed one question in which I did advise the agent I'm not sure of my address. Mind you I've always called through and I've never encountered an issue with the answers I provided.However the manner in which Luyanda responded back showed no sense of understanding, a willingness to assist. She immediately felt it okay to involve herself in a debate which was the least of my problems at the time. She clearly showed that she doesn't care about Cell C customers.I then requested for her Manager Nkanyiso Ntuli whom I was advised on him not being available. I then requested for an SME or someone else besides her, in which she advised I should drop the call and call again to get through to a different agent. This then triggered my emotions as to whether was she even willing to have my query resolved.She could have atleast tried to transfer me back to the line.I asked on the turn around period for a manager to call me she advised me that she can not give me the TAT only escalations have a TAT. I then had to call again and thankfully got through to Karabo and her manager who represented the conpany well. However I'm not satisfied with Luyanda's customer service experience. She has no care whatsoever towards customers.She doesn't even find ways of communicating , being proactive neither did she even send a call back request for me.I was only called by Nkululeko after laying a complaint through Karabo's call. I then requested an apology from Luyanda and I was advised I will be called back tomorrow till date I was not called back. I am not looking for a compensation neither am I looking for an apology from Luyanda anymore as I did give her time to get back to me, but I want to urge Cell C to take note of this complaint as this is poor service at it's most. You can't be arguing with a customer. The CSR was supposed to make me understand why she could not assist me not pick a fight which I was not ready for or called for. After this incident I'm not looking forward to calling a contact centre neither I am looking to later upgrade. And I'm pretty sure I'm not the first customer she's spoken to like this. This is not even about agent's being coached this is a Luyanda issue. She really needs to understand the bigger picture this isn't about her. She is representing the company and not herself and her attitude.
On behalf of Cell C we want to extend our sincerest apologies for the negative experience that you had with our customer service agent, Luyanda.
We realize that she was unhelpful in solving your issue, and that when you asked to speak with a manager, she was apprehensive instead of transferring your call. We understand your frustration at having not been properly directed to an on-duty supervisor, and your even greater frustration at having to call back in.
At Cell C, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. We know that we have let you down, and for that we are very sorry.
We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process
^NS
On behalf of Cell C we want to extend our sincerest apologies for the negative experience that you had with our customer service agent, Luyanda.
We realize that she was unhelpful in solving your issue, and that when you asked to speak with a manager, she was apprehensive instead of transferring your call. We understand your frustration at having not been properly directed to an on-duty supervisor, and your even greater frustration at having to call back in.
At Cell C, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. We know that we have let you down, and for that we are very sorry.
We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.
Thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process
^NS