Cell C - improve your customer service

Cell C really has to work on their processes that handle queries, train and empower more knowledgable staff/agents and facilitate customer focused francisees.

I am trying to deal with an account dispute but no call centre agent nor the store consultant could assist. After 3 weeks of back and forth I've noticed that no agent listened to me and defaulted to start the entire query process from the beginning. None understood the account dispute process nor the stage that my query was in this process. The system didn't allow for agents to pick up pending queries. Another issue I had was there was no focus on solving my issue nor any effort put in ensuring that my issue is prevented from happening again.

The store I signed up at didn't focus on correcting my issue and instead focused on which consultant was to blame. I firmly believe that the store owner is one that doesn't empower their staff as all staff was not fami**** with understanding client needs, the products they sell nor committed to timeously assisting customer. Clients are met with unapologetic 'I cannot promise you', 'it depends' and my favourite 'Only my manager can assist'. I do appreciate that someone would escalate my query to their manager but I don't appreciate it when the manager never has any presence.

I have it ridiculous that I need to post all over social media to get a response. So Cell C please listen to customer feedback by incorporating process reviews that highlight the entire query handling process instead of call centre agent reviews. This will prevent unfairly agents being targeted and will facilitate an improvement customer service and corporate culture