LN
Lungani N
1 reviews | Active since Feb 2025
13 Feb 2025, 14:51
The service provided by the agent is unacceptable
The service provided by the agent is unacceptable. The OPS Team must review and address key issues: slow responses, abrupt chat terminations, and a lack of soft skills, customer education, and proactive service. The staff urgently needs refresher training on customer experience and journey. There are major process gaps, especially in escalations, with no clear turnaround time. Does this mean there is no SLA? What does the SOP state? QA must evaluate chats more thoroughly, and a dedicated person should analyze CSAT on a larger scale. Lastly, why is there no call support option? This must be addressed.
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Replies (2)
Fly.Cool's replyOfficial
13 Feb 2025, 16:01Good Afternoon Lungani
Thank you for the feedback!
Please accept our sincere apologies. It is very unfortunate that you have had to go through this unpleasant experience
I’m so sorry about the recent pitfalls you had with our team. I take full responsibility for what`s happening and apologize that you were not treated with the care and respect that you deserve.
Here at Fly.cool, we pride ourselves on delivering excellent customer service. The experience you had is not representative of who we are as a company. However, that’s no excuse for the way you have been treated.
We assure you that we’re re-evaluating our customer service methods and intend to review all situation with our customer service team.
We hope that you can forgive us and that we can continue to do business together.
Thank you for the feedback!
Please accept our sincere apologies. It is very unfortunate that you have had to go through this unpleasant experience
I’m so sorry about the recent pitfalls you had with our team. I take full responsibility for what`s happening and apologize that you were not treated with the care and respect that you deserve.
Here at Fly.cool, we pride ourselves on delivering excellent customer service. The experience you had is not representative of who we are as a company. However, that’s no excuse for the way you have been treated.
We assure you that we’re re-evaluating our customer service methods and intend to review all situation with our customer service team.
We hope that you can forgive us and that we can continue to do business together.
Fly.Cool's reply13 Feb 2025, 16:01
Official
Good Afternoon Lungani
Thank you for the feedback!
Please accept our sincere apologies. It is very unfortunate that you have had to go through this unpleasant experience
I’m so sorry about the recent pitfalls you had with our team. I take full responsibility for what`s happening and apologize that you were not treated with the care and respect that you deserve.
Here at Fly.cool, we pride ourselves on delivering excellent customer service. The experience you had is not representative of who we are as a company. However, that’s no excuse for the way you have been treated.
We assure you that we’re re-evaluating our customer service methods and intend to review all situation with our customer service team.
We hope that you can forgive us and that we can continue to do business together.
Thank you for the feedback!
Please accept our sincere apologies. It is very unfortunate that you have had to go through this unpleasant experience
I’m so sorry about the recent pitfalls you had with our team. I take full responsibility for what`s happening and apologize that you were not treated with the care and respect that you deserve.
Here at Fly.cool, we pride ourselves on delivering excellent customer service. The experience you had is not representative of who we are as a company. However, that’s no excuse for the way you have been treated.
We assure you that we’re re-evaluating our customer service methods and intend to review all situation with our customer service team.
We hope that you can forgive us and that we can continue to do business together.
LN
Lungani N's updateReviewer Update
13 Feb 2025, 16:08Please can you sort out the internet issues
LN
Lungani N's update13 Feb 2025, 16:08
Reviewer Update
Please can you sort out the internet issues