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I received a call on tuesday 26/01/2016 from mark,informing that I have won a holiday - I was told to collect the vouchers from modder fontein in jhb,I went there on thursday morning,when I arrived at reception,there were no one at reception,I found the tea lady in the kitchen,she said I must wait in reception,15 min later a gentle man spoke to me without introducing himself,he said he will speak to his manager,I waited another 30 min ,I received a call from chantell informing me that I must return at 13h00,I then left,I returned at 13hoo,at this time I found 1 lady at reception ,she said we must wait a few min ,while me and my wife were waiting,a second lady arrived and informed me that the presentation will start at 14h00,I then thought to myself \customer service"I took my cellphone and checked the company complaints\""I then understood that I'm dealing with a company with untrained unprofessional personell *note a customer forms an impression of a company within 3 seconds 2.customer service goes wrong when a customers expectations are not met"""