Split 2 compliment to 2 agents , yet a negative side to system used

Good day Discovery

Ps . I have already raise this issue with the Executive office Adrian an Gore via a e mail . Awaiting feedback. Including the update on the request mentioned right at the bottom .

would like pay a complement to for following agents regard to yesterday Monday assisting me.

After highly frustrated in spending in total three hours and 10 minutes actually just get a renewal script activated It bargain with a robotic system. Which in my view is terrible The robotic system kept saying re phrase as I'm learning. I k key saying I would like speak ! to real person. It’s struggle to even understand that 20min into texting

started at 8:25 the morning in the last interaction I had was just before 6 o’clock last night this was with in total four people and spoke to me six times of interaction .

but I must point out in the early hours of the morning just after or just before 9 o’clock I was Put through eve eventually. in bound Call Centre and eventually the lady called me back and I must’ve made it for her professionalism tef. *** and actually caring about my difficulties. Rate her 9/10 and she patch me through to you another lady called Azanda. Ref ***which was absolutely amazing 10/10 honestly. If could give 11/10. I would. Well done although it took one hour and 30 minutes not due to her fault at all I must be clear on this . struggling to het additional help while I was holding . she went the extra mile ‘ She even call me at lunch time to see if I had finally be contacted Medi express spoke to her 3 hrs . she was very caring very pathetic and very professional

I was hugely impressed with the service that you gave me .

the first agent I’m gonna write at nine out of 10 the only reason for that is because I felt it I struggled in the beginning to understand urgency . That I actually needed to speak to a real person in a “ voice “ not a written writing things down but the actual telephonically.

she to was a professional .

The negative part about this was the direction trying to actually get through to the right department the promptot at Discovery is terrible . and only has four options limits for sections to the person to choose from. frustrating I'm general to get through to the the correct depart or person.

if one had a slightly vague query. there’s no option for that and I find that there is a downfall of Discover. Service the intinail first contact dialling the number.... discovery is actually good health provider

Stary get through to an agent is horrific !!

so my advice would be spend and develop extra extensions or options on the promotor for for queries.

that’s not mention within these for 1-4 options currently . look at the Internet and Google you will see thousand and I’m in thousands of complaint of the same issue that I’m referring too .

hopefully you can avoid this in the future learning from customers feedback this is constructive criticism is not meant to be harmful or a insult anyone.

I hope you get a takeaway and someone will learn client honest feedback .

Quote:

“ once you know better, you can do better “

Au also request feedback today ! in regards to this email ref . To the review panel

MailRef#***#-

Andries Kruger ***