Just when you give up hope on call centre service

Being in a service relate industry I deal with call centres and administration people on a daily basis, sadly most interactions are frustrating and don't come to an outcome/resolution. This week I had the most pleasant experience, when picking up the phone to service a couple of my clients products, I came in contact with Lindokuhle Ngqulungo at Discovery Insure. Usually when making this type of call I brace myself for frustration and get some paper work to do while on the phone. There were a couple of detailed changes that needed to be made and was digging in for the long haul. This agent engaged me, directed me, offered suggestions and rounded of the whole process as if it was him requiring the changes that needed doing. The impression I got is that he was as interested in helping as I was in getting the changes made. Well done Lindokuhle Ngqulungo and Discovery Insure!!! If call centres all over could get this right consistently, they could collectively solve South Africa's blood pressure problems