Dont Care Attitude

I recently decided to revert back to DSTV for my children, after having left them some years ago. I then duly went to a Walk-In Service Centre in the Pretoria CBD to enquire which affordable packages were available to me. I was unfortunately assisted by a lady, I presumed to be the Store-Manager, no name given, whom I considered to be the rudest, aloof and most reprehensible excuse Store-Manager I have ever encountered in my life. I made a simple request that I wished to have a brochure of all the packages on offer by DSTV to peruse at my own leisure in order to make an informed decision when I’m finally ready. She (Store-Manager) then “Non-Chalantly” told me that I should have a look at the chart on the wall and make my selections based on what I see on the wall and try to remember them. She had completely no interest in assisting me, not even bothering to get up from her chair behind the counter. She was not prepared to go the extra-mile to assist me and I was essentially left “None-the-Wiser” when leaving the store. I was to totally taken aback by her very bad and condescending attitude. What she effectively told me was that my problem was not her concern and that I should go sort-out my issues on my own. I then conveyed to her that I’m a prospective customer and that her attitude was totally atrocious and unbecoming. I could surmise that “Customer Service” was a totally foreign concept to her as it was clear that she had a propensity for this attitude, as she was very brazen in her interactions with me. This assertion I could deduce by virtue of the fact that she probably subscribes to the notion that the clientele who frequents that particular establishment are not traditionally in the habit of escalating their dismay beyond the store level. I’m profoundly disappointed and find this conduct by a Store Manager totally regrettable. I then subsequently got in my car and drove about 2 ½ kilometers outside the CBD to Gezina to another Service Centre. I told the gentleman in the store what I needed and he kindly obliged me within 5 minutes. I beg the questions, (1) How does DSTV Management operate a business when they don’t offer proper training to their Customer Service Managers? (2) What message do they communicate to their Target Markets? (3) Does DSTV condone the behaviour of their Service Centre staff? (4) Why do you have to drive form one store to another to get good customer service? In the greater scheme of things, this would be absolutely unacceptable to the normal guy on the street. Or am I perhaps being facetious in assuming that good customer is reserved only for a select few or a certain sector of the community for that matter. This whole matter invariably leaves a bad taste in the mouth and I’m sure that you would agree that no person should be subjected to this atrocious customer service. In fact, it has strengthened my resolve and I feel justified in relentlessly pursuing this matter through all the avenues at my disposal. I feel I have no other alternative to bring this unsatisfactory conduct to the attention of DSTV senior management.