Samukelisiwe Shezi - Exceptional Service

Good day,

I hope all is well

I'm Gabriel, and in my recent interactions with Discovery Health, a company I had the pleasure of working for, a couple of years back, I came across a number of consultants.

None were as spectacular as Samukelisiwe 'Samke' Shezi. Many times, when call center agents answer the phone, you have to ask what their name was again, because you couldn't hear it clearly. She took the time to enunciate and space her words so well, that it made me very happy to continue the conversation with her, without asking her to repeat her name.

Not only was she incredibly friendly, and very well-spoken, but she showed a great amount of skill, and was so knowledgeable, that I trusted every word she spoke. I KNOW how important it is for a customer to actually trust that you will solve their problem, and do it timeously.

She went on to open an inquiry and ACTUALLY call to give me feedback!!! Call center personnel hardly care this much anymore. As long as they do enough not to be reprimanded by their Team Leader when the next coaching session happens, they tick the boxes on what needs to be done on a call, they are alright.

Samke did so much more and I thank her for reminding me that exceptional customer service, still exists in my beloved country.

I know that such an observation will not necessarily have financial gain, but I hope that Discovery Health will give her the recognition that she deserves and if many more of them do what she did, it will be a pleasure to make such calls.

Thank you.