MTN service champion or rather losers!

<p>I am very much aggrieved with the service I have been offered by the Mtn consultant the so called ‘service champion’. It is quite strange that such fancy terms are used for these call centre agents yet they don’t live up to expectation. I have had bad service from Mtn before but the one I had yesterday night tops the list.</p> <p> </p> <p>I called the MTN customer care line, or rather I should say the customer care-free line 173 at around 22:34 21/06/2016 in relation to my contract number, I advised the consultant I would like assistance in regards to setting up a debit order for my contract. The agent then transferred me to the contract call centre, afterwards I spoke to a Wendy I think. My experience with her just total INCOMPETENCE to say the least. She went through all the formalities whenever you call the MTN call centre.</p> <p> </p> <p>The lady then asked me what I was banking with I confirmed to her I am banking with Nedbank. I then advised her I would like the debit order date to be the 20th and if possible the 21st , she advised me she can arrange a debit order for the 25th. I then said in that case please make it the 20th. The lady did whatever she was doing on the system and only God knows what that is as she sounded clueless because she said she can’t set up the debit order. I asked her how come you never asked for my account number do you have my details on the system.</p> <p> </p> <p>The lady responded with attitude, saying that they have my Standard Bank details. I said to her you had initially asked me what I am banking with and I said Nedbank. Which means as far as I am concerned in light of the above an agent needs to confirm such information before assuming which account needs to be debited. I just can’t believe in such a competitive environment an agent can blatantly offer such below par service or rather appalling service to a paying customer.</p> <p> </p> <p>I am in a financial industry myself and such dreadful service to a client can and will never be tolerated. The unprofessional manner she handled the call was just unbelievable because she ended up replying to me in Xhosa, I get it my accent might have given it away that I am black but what if I was a foreigner or simply didn’t understand her language. How is it that I customer engages with the agent in a certain language and the agent without any notification change and speak in her mother tongue.</p> <p> </p> <p>Well fortunately/unfortunately for her depending on how you look at it I am Xhosa myself. She said something that is beside the point that people have more than 1 account of which she also had more than 1 account when I asked why she didn’t ask for my bank account. So you tell me how is that relevant to my query and who cares how many accounts the ‘MTN service champion’ has because I certainly don’t. When I asked her isn’t it her job to verify that information she had the audacity to tell me in Xhosa ‘kutheni ndingazenzeli nje’ meaning why don’t I do it myself. I call MTN for assistance she tells me to assist myself. Wow Bravo! That’s a classic, MTN has overdone itself in regards to service excellence this time around.</p> <p> </p> <p>As if that is not bad enough, a cherry on top was her dropping the phone on my ear. This is simply ridiculous I never got assistance but the so called ‘service champion’ hung up. So what will MTN do about this, I guess I will have to wait and see. Chances are that call recording will most probably be used as a training exercise of what not to do or say to customers for the upcoming or newly recruited ‘service champions’. I suggest the consultant goes for training or coaching because she is definitely no service champion and it reflects badly on the MTN Group if you will label such mediocrity as championship. </p> <p>Now I'm posting on this platform because my email and follow up email to resolve this matter have not been addressed. To date I have not received an apology from the agent or Mtn. I asked for them to send me that call recording admit seems like that request fell on deaf ears.</p>