Appalling customer service
On the 27th August 2018 I called 173 (136) customer service and got through Vuyokazi. Who was rude and didn't want to listen to my query. She then dropped my call. I called again got through Talent to which at this point I was irate and wanted to speak to his manager. He gave me Balungile Cele. Whom I asked of their policy stands that what happens when their agent drops the call on a customer what are the process of disciplining that agent. She said she can't tell me that. Last I checked that was a dismissal offence. I then asked her to give me Vuyokazi's surname, which she claimed she can't pick up on the system which Vuyokazi I was referring to. Annoying thing with the previous system "smartwizard" a minute a customer comes through it would pick up which agent my number got through. They think subs are stupid like them. Cause she was able to pick up on their "siebel" system that I got through Talent and she didn't want me to tell her my number cause obviously it does show on the system. The infuriating part part is her making me an imbecile, saying that the system didn't pick me up when I got through Vuyokazi. It's either Balungile Cele was lying covering for Vuyokazi or Vuyokazi didn't do her job or their system is useless. Making the whole of MTNs customer service appalling. I want this to be dealt with cause QA do listen to call for evaluation or their supervisor. I want Vuyokazi to be dealt with.
Dear Thabisile,
On behalf of MTN, I wanted to extend my sincerest apologies for the negative experience that you had with our customer service agent, Vuyokazi.
I understand that he was unhelpful in solving your issue, he hung up the phone. I understand your frustration at not having been properly directed to a supervisor who could solve your issue.
At MTN, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that I am very sorry.
We do our best to train each and every one of our representatives on how to properly handle our customers’ issues, and how to direct customer calls to the proper channels should they be unable to solve our customers’ issues themselves.
This matter has been referred to our QA team to investigate and to take corrective action to ensure this does not happen again. REQ***
As a goodwill gesture for the inconvenience caused we have loaded R150.00 airtime on your number.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
Dear Thabisile,
On behalf of MTN, I wanted to extend my sincerest apologies for the negative experience that you had with our customer service agent, Vuyokazi.
I understand that he was unhelpful in solving your issue, he hung up the phone. I understand your frustration at not having been properly directed to a supervisor who could solve your issue.
At MTN, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that I am very sorry.
We do our best to train each and every one of our representatives on how to properly handle our customers’ issues, and how to direct customer calls to the proper channels should they be unable to solve our customers’ issues themselves.
This matter has been referred to our QA team to investigate and to take corrective action to ensure this does not happen again. REQ***
As a goodwill gesture for the inconvenience caused we have loaded R150.00 airtime on your number.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,