People make the difference

I recently had a poor experience with MTN. I upgraded my contract in the middle of August and was delivered the incorrect handset. As advised, I returned the handset to a MTN store and obtained the necessary receipt. Over the next month +, I interacted with numerous call centre staff, emailed my proof or return slip twice and even supp**** the tax invoice reflecting who the incorrect device I had received was intended for.

Nobody seemed to know or care why I had not subsequently received delivery of my device. I escalated my dilemma via hellopeter.com to no avail.

On 1st October I called the call centre again. My call was taken by Nokukhanya Motiang. While I had to supply the documents for a 3rd time, she assured me that she would get to the bottom of the matter.

Well, what an amazing woman. Nokukhanya kept in touch with me and provided progress updates regularly. She found the returned device which has been received by the warehouse some time ago. She very efficiently cancelled the first upgrade contract, arranged a refund of the applicable amount and captured a new upgrade. Days later I received my phone.

In this day and age, too many people complain and compliments are a rarity. Nokukhanya deserves to be recognised and rewarded for the great employee that she is. After all, it is exceptional people that build a company’s good reputation. Nokukhanya is exceptional.

I look forward to finding out how the world class customer experience she delivered will be rewarded.