APPALLING HORRIBLE SERVICE NELISIWE ZUNGU

I spoke a very rude lady last night (5th Aug) Nelisiwe Zungu. Between 20pm-21pm. The call was after interacting on twitter with no response and calling in but the first agent said she couldnt reactive services. Then i called again to speak to the MOST rude agent ever Nelisiwe.

So the query was for some odd reason dstv decided to suspend services on one of my decoders. But eventually she activated the services after this...

Firstly she had the audacity to ask my why is the service suspended after i told her that dstv suspended my services without my concent. Secondly, the nerve to interject everytime am talking explaining so that she comprehend the query. Third, as if it was not enough she put the blame on me that it was my fault. She didnt even try to hide blaming me. She was blunt about it. Fourth, after asking for a manager she claimed that there was no managers. Having over 10years of call centre experience and being a manager i know you cant lie that there are no managers as i know there were available.

Please instead of sending feedback of apology i suggest the following: Train the agent on how to speak to clients. Luckily for her my contacts dont have Calvin's number or email address. Someone senior must listen to the call. Secondly, please take your clients serious enough to listen to calls where clients complained and take measures where warning should be given until agents improve. Lastly, most agents in your call centre dont listen or understand queries. Can you ask someone to put focus on that. In that way you likely to reduce call volumes. Have you guys checked how many repeat calls for same queries you get a day? Yesterday i had to call twice for simple request reactivate my services as they were because i didnt make a request to suspend services. Now imagine how many people are calling back because of the lack of FIRST CALL RESOLUTION.

I hope someone take my suggections serious

Kind Regards