Abhorrent Service Delivery

<p>Good day MTN Financial Manager,</p> <p> </p> <p>This letter serves to inform you that im GOBSMACKED at your lowest standard of service delivery!!</p> <p> </p> <p>Since the 11th of April 2017 i called your MTN call centre with regard to a payment arrangement only to be told that an agent from your credit control department are ONLY equipped /and or authorised to effect such transactions. The socalled GHOST agents were suppose to contact me in order to assist with my request. Unfortunately after several calls, all recorded on your system, and to my frustrations after no calls were received from your GHOST CREDIT CONTROLLER i finally paid the amount required 3 days later!! Lol to this day not one body from your company has contacted me! Am i surprised? Not at all as you made me use to your poor service delivery!!</p> <p> </p> <p>I work for a semi government company and can proudly state that we strive continuously for service excellence by focussing on our customers and by delivering the highest standard of services. It is more embarrassing being one of a major cellular network company being profit driven whose processes and procedures are abhorrent as opposed to a customer service driven entity.</p> <p> </p> <p>Customer eccentric as well as transversal management are lacking in your vocabulory in terms of ensuring customer satisfaction!!</p> <p> </p> <p>My suggestion would be to multitask your call centre agents thereby creating a one stop service shop instead of pushing your customers from one section to another. This will also ensure that we dont waste and endure unnecessary time and frustrations by both parties. </p> <p> </p> <p>Last but not least your agents need to go for additional training as some provide different information for the same type of enquiry. If it was up to me to Head that credit control section you would immediately notice a difference in the quality of service from day one!! </p> <p> </p> <p>From..a very disappointed and frustrated customer who will think twice of recommending people and renewing my contract with your network. BTW i dont expect a call from your company either!!</p> <p> </p> <p>Regards</p> <p> </p> <p> ********** 434</p> <p> </p>