1 reviews | Active since Jan 2019
Sameera in need of training
I initiated a chat on the app, earlier and was connected to an agent by the name of Sameera. I advised Sameera that the substation in my area caught fire on the 29th May, and we're still waiting for timelines on when the electricity will be restored. I then continued and asked Sameera if I could ask for a pro-rata amount due to this issue and also considering we're halfway through the month. Sameera's response was very harsh and coming from a customer service background, she needs assistance and proper training. Sameera's response: 'Be advised that your electricity and Mweb are completely unrelated. The substation offers you electricity. Mweb supplies you with Internet. A better odds would be to ask Eskom for a pro rata goodwill gesture, which will help you pay for your internet.' As a Customer Services Manager, I believe that my staff's responses to customers significantly impact our service quality and the company's reputation. I was attempting to help Sameera understand that I am unable to access the internet provided by Mweb due to a power outage. I assured her that I would ensure she receives the proper training to improve her customer interactions. I hope this is not how she handles every customer she encounters.
We understand how frustrating it must have been to feel that your concern wasn’t fully understood, especially when you were trying to explain the impact of the outage and find a fair solution. When you reach out for support, the interaction should feel constructive and respectful. That’s not the kind of experience you should be having when engaging with our team.
Your feedback has been shared with our Service Quality Team for internal review and improvement, as ensuring our communication remains empathetic and aligned with customer expectations is very important. Interactions like these are carefully reviewed so that we can continue improving how we support our clients.
We’ll continue working toward ensuring every interaction is handled with the care and professionalism you expect.
Kind regards,
Mweb Team
We understand how frustrating it must have been to feel that your concern wasn’t fully understood, especially when you were trying to explain the impact of the outage and find a fair solution. When you reach out for support, the interaction should feel constructive and respectful. That’s not the kind of experience you should be having when engaging with our team.
Your feedback has been shared with our Service Quality Team for internal review and improvement, as ensuring our communication remains empathetic and aligned with customer expectations is very important. Interactions like these are carefully reviewed so that we can continue improving how we support our clients.
We’ll continue working toward ensuring every interaction is handled with the care and professionalism you expect.
Kind regards,
Mweb Team