Unbelievable good service . Noni from kzn customer service

G”day compliments department.

My apologies in advance for the poor use. Of English & grammar. It’s due to my dementia.

Kindly please bear with me , regarding this matter. Seeing I have dementia,

That being said : Firstly I Would like to take the opportunity , to share an outstanding experience.

I place call late yesterday 17 February afternoon. To Discovery client service. The call duration lasted , from 16.51- 18.21 pm Which I apologise for .

Related to medical billing An Agent Noni from customer service base in KZN answer my call .

Due to long history related to the query , plus taken into account. The challenge i experienced, daily with Dementia. I had provide her with the full background information.

Noni was extremely professional , and patient, polite , paid attention l all the time . Straight away I felt at ease , and comfortable Noni The tone and warmth of her voice is smoothing .

Although I never met her . Noni made me feel like , a person that matter. I had her full attention all the way during our call .

Noni Quickly understood , the for reason of calling in. And could heard how destress I was to resolved the matter.

With no time waisted , she refer back . To the notes,emails and history of my query on profile . While doing so Noni kept me updated , every step of the way. As she had to put me on hold at times, asking my permission.

Because she had to y Reach out to another department for information. The first time unfortunately there was no answer . Noni reached out a second time , this time it was successful.

The feedback I received was precise. Including to when ,and who resolved it .

But seeing that Noni could resolve it . I’m now confident and extremely impressed. With the unbelievable highest level of service I received.

At no stage did Noni rushed our call. Even although she was suppose to leave at 6pm.

Our interaction lasted beyond the time of her day ending at 6pm. But she continued until my query was fully resolved at 6.21pm. In a casual question I asked , when does her day end .

That’s when I realised and felt guilty, for her extra time she gave . Meeting my expectations as a client. And going the extra mile beyond her duty of call. It’s seldom that one finds such service.

I myself was a Excutive for 4 years at my previous company . The call centre manager . Reported directly to me . Therefore I have first hand knowledge .What is expected from agents and client interaction .

Including Maintaining high service level and expected daily targets set . From Calls queuing , abandoned calls , dropping & listening in calls . To rated the quality performance & grading for purposes. Which is taken into account during Appraisals time .

To be fare and honest, to Noni and myself . Definitely would have rate her at 10/10 If possible it was possible 10+

Should you have any doubts, pull, the call . You would agree with my rating . Because of 4 years of first had knowledge, standard plus exceptions . And maintaining standards regarding call centre operation.

For to give such perfect score. You would have to tick all the boxes for me .

Noni is truly an ambassador for , the Discovery brand 110./.

My hope would be that , she will get the recognition and acknowledgment from her direct line Manger . As well to inform Noni of the compliment , please

As this type calibre and experience, in a person like Noni is invaluable to company.

The investment and experience & training is a HUGE credit. At end of the day the last interaction the client have . , wether it’s bad or good .

That’s the impression the client is left with .

This point high lighted & emphasis over and over again. During refreshes and training courses .

The call of Noni yesterday is a text book excample. Of how clients service , should be performed which was flawlessly.

Once again thank you. Noni for the outstanding service .

Regards Andries Kruger