EM
Emma M
1 reviews | Active since Aug 2020
13 Feb 2024, 20:32
Staff Training in Customer Service
I went through to Mukuru Jhb to collect money.I presented my ID only for the teller to question me repeatedly if the ID I had presented was mine. I responded that it was indeed my ID .Which she proceeded to ask the next teller if my face matched the photo.It was quite a humiliating experience the way she continued to question me. While I understood she was doing her job,I am sure Mukuru can come up with other means to verify one's ID.She even asked me if i was using my sister's ID. Mukuru please train your staff and if in doubt put in a second method for verification.
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Mukuru's replyOfficial
14 Feb 2024, 09:11Good Day Emma
Thank you for taking may call earlier and speaking to me about the poor service you received from one of our service representatives at the branch. It is very concerning and I can assure you that we will escalate this matter to the relevant branch manager to address and to ensure this never happens again. On behalf of Mukuru I would like to appologise for the distress you have encountered and that we do value you as a customer.
You also allowed me to explain other collection alternatives like the Mukuru card that allows you to redeem the funds directly into your card at your convenience anytime of the day using your mobile phone and also paying of your orders you want to send back home.
Thank you for making us aware of this as we do work tirelessly to make our customers life better and easier.
Thank you for taking may call earlier and speaking to me about the poor service you received from one of our service representatives at the branch. It is very concerning and I can assure you that we will escalate this matter to the relevant branch manager to address and to ensure this never happens again. On behalf of Mukuru I would like to appologise for the distress you have encountered and that we do value you as a customer.
You also allowed me to explain other collection alternatives like the Mukuru card that allows you to redeem the funds directly into your card at your convenience anytime of the day using your mobile phone and also paying of your orders you want to send back home.
Thank you for making us aware of this as we do work tirelessly to make our customers life better and easier.
Mukuru's reply14 Feb 2024, 09:11
Official
Good Day Emma
Thank you for taking may call earlier and speaking to me about the poor service you received from one of our service representatives at the branch. It is very concerning and I can assure you that we will escalate this matter to the relevant branch manager to address and to ensure this never happens again. On behalf of Mukuru I would like to appologise for the distress you have encountered and that we do value you as a customer.
You also allowed me to explain other collection alternatives like the Mukuru card that allows you to redeem the funds directly into your card at your convenience anytime of the day using your mobile phone and also paying of your orders you want to send back home.
Thank you for making us aware of this as we do work tirelessly to make our customers life better and easier.
Thank you for taking may call earlier and speaking to me about the poor service you received from one of our service representatives at the branch. It is very concerning and I can assure you that we will escalate this matter to the relevant branch manager to address and to ensure this never happens again. On behalf of Mukuru I would like to appologise for the distress you have encountered and that we do value you as a customer.
You also allowed me to explain other collection alternatives like the Mukuru card that allows you to redeem the funds directly into your card at your convenience anytime of the day using your mobile phone and also paying of your orders you want to send back home.
Thank you for making us aware of this as we do work tirelessly to make our customers life better and easier.