Rude Call Center Agent ( Shaheed Osman)

Good day MTN

I called your office today(09 July 2019) to inquire regarding my number ***). The phone was answered by one of your customer service representatives in the Prepaid department (Andile) who advised that my number is in the Contract Department. She transfered me to that department and the phone was answered by Shaheed Osman, who was extremely rude and ill-mannered. Due to his annoying behavior, it got hard for me to put through my query. When I requested that I speak to someone else, he intentionally refused for me to speak to his team leader. Not only that, he was not transferring my call to any other person who could have dealt with my issue.

He placed me on hold with the promise of transferring me to the team leader, with my surprise I was transferred to the Prepaid department.This is unprofessional. In that department Nosipho, answered the phone and gladly assisted me within minutes of that call and resolved my query. Now that's what we call customer service. Nosipho and Andile are people we want to deal with when we call your Office.

If Shaheed is not given proper training on how to deal with the customers, I am sure your business will suffer. I am informing you as I do not want to speak to him again and might even stop doing business with you in the future if he does not change his attitude. Customers are the spine of any business and they deserve respect and kindness, the same way we respect the agents. I am sure you will act on this and I will receive proper feedback.

Regards Justice Nkoana