Poor customer service call

Hi Discovery Health,

I am really disappointed in the manner my call was handled by Thandeka. When she picked up the phone her telephone etiquette was rather not customer service like.

She told me her name and rambled about they are having an issue with the system and will not be able to assist me with whatever issue i have, at first i thought is it an automated response because wow she was speaking so fast.

When i finally had a word in and requested for a callback she said to me she will not be able to do that as the system will be flooded with calls and she doubts she will call me back.

I have worked at a call center before and this is no way to respond to a customer, she does not even know what my issue is what if it was a matter of life and death?

Please provide better training to your staff in such situations, I am sure there is protocols that needs to be followed in such cases when the system is down.

1. Update your AVR advising the customers that you currently experiencing issues and thus the call load will go down. 2. Once the system is back up, have maybe 5-10 agents that will do callbacks to those customers that requested for them.

I trust this will be looked at in future and that your agents get proper service so that their call resolution can be excellent.

Regards, Queen Tau