Unathi old mutual gem

<p>OLDMUTUAL.... OUTSTANDING SERVICE EVER... 14/07/19</p> <p> </p> <p>CONSULTANT NAME: UNATHI MSHUDULU</p> <p> </p> <p>You know I had so many bad experiences with old mutual in the pass and I have never gone the route of complaining on social media..</p> <p><br />I am a client that want to give you the benefit of the dought because I am myself in the service industry and I know how devastated I feel once a client .. complain..</p> <p>I have invested a lot of time and money into Old mutual because my future is very important to me.. I have this perception that you can never have too much investments...that’s why I have seven policies with Old mutual..</p> <p>The problem I had they never debit my account on time. Always have a problem with my bank account... If I have a query they don’t come back to resolve the issue just to reassure me that my investment is secure and in good hands.. I actually ended up cancelling some policies because of miscommunication..</p> <p>In June I just had enough because Oldmutual once again disappoint me with the debit and deiced today im going either cancel all my policies or cancel some of it.. thats when I met this amazing Unathi..</p> <p>When I met her..I told my husband..oh my word will this young girl be able to meet all my needs.. ?</p> <p>Let me you reassure you that she did much more than that..by fulfilling all the commandment of good service?</p> <p>1) Know who is boss</p> <p>She introduced herself .. her body language was comforting, open, thats smile was everything and reassuring and made us feel important before we even started..</p> <p>2) Be a good listener</p> <p>She asked me what the problem was and I explained the problem I have with my policies and why and also she needed to explain again to me the importance of my policies ..which she did in detail with all the patience ..with my open profile..She immediately resolved the problem with my dates of my debit orders and assured me it will never happen again..</p> <p> </p> <p> </p> <p>3) Identify and anticipate needs</p> <p>We asked her about our funeral policies and availability of our funds should the need arise and she introduced us to the old mutual money account and explained about the interest it gains and also all the benefit it has by having this account.. it will also speed up the process if we need our finances as soon as possible. Or within two to three days..She instantly activated this account for me..Also asked my husband to come back to her also for an application for a old mutual money account come on people this girl was simply superb..</p> <p>4) Make customers feel important and appreciated..</p> <p>Unathi has so much faith in us and have a genuine interest to satisfy our needs that she gave me her personal whattsap number. In the event if I have any problem with any services rendered to me.... I was so embarrassed because at that moment I had no airtime on my phone to activate my new card.. because she gave me a pin code for my money account and she arranged internally for me to get airtime in the branch immediately just to activate my account and to show me how on my phone...?</p> <p> 5 ) help customers understand your systems</p> <p>Unaithi explained to us in detail all my policies again and each question we asked her she delivered with enthusiasm.. we asked her about setting up a Will and got hold of a colleague to setup a date for us ..to complete that also..</p> <p>6) Appreciate the power of “Yes”</p> <p>With each question and enquiry and investigation of our investments and how to resolve any issues she will reply with a very confident.. Yes..</p> <p>7) Know how to apologize..</p> <p>When I explained to her about my previous problems about the debit date always late or early and what effect it has on my bank account and also the agony and frustration I have every month , she contacted the revelant department and ask why made a note on my profile and informed that department what my date should be.. every month? Unathi apologized profusely with empathy.</p> <p>8) Give more than expected..exceed expectations</p> <p>I went to old mutual to cancel my policies and came out with more than what I expected.</p> <p>a) solved my date problem</p> <p>b) introduced me to money investment account</p> <p>c) arranged for our will to be finalized</p> <p>d) asked my husband to come back to her also to open a money account..</p> <p>e) gave me her cell number for any problems.</p> <p>f) resolved the problem I had on my educational polices with my son.</p> <p>9) Get regular feedback</p> <p>After my first experience with Unathi I decided to go back to her and asked her If I can have a</p> <p>Partial surrender of my policies and how much can she make available for me.. because I need ed some money?</p> <p>She said no problem Mrs Harding..</p> <p>Open my profile and immediately told me the amount I can received within three days..</p> <p>I was very impressed by effeciency ... I received part of the amount in my account in three days as promised... After a week , I contacted her on whattsap on a Saturday and told her my dilemma that only half of the amount was deposited into my account.. and she assured me that she will resolve the problem of my delay after she apologized.. She gave me the contact number and reference number of my application and the department I should contact. Which I did..</p> <p>I was informed by this consultant that I need to complete another form before I can have the balance of my money.. I was very disappointed and told Unathi on whatssap what just transpired..</p> <p>I also told her if this is the case that she must leave it and the inconvenience it would be to wait another week for that funds...</p> <p>She told me not to worry that she will inform her manager and will make sure that I get that money in that week.. Believe me, that was Saturday.. Monday she contacted me on whattsap..”Sorted”</p> <p>The Tuesday morning.. my money was in without any additional additional paper work..</p> <p>UNATHI MSHUDULU: Demonstrated to me that customer service truly is a voluntary act that demonstrates a genuine desire to satisfy, to the delight of a customer..</p> <p>She is a real gem and I hope that Old mutual will realise the calibre of her expertise and will value her for what she is worth... in this service industry...</p> <p>Thank you very much Unathi for your awesome service</p> <p>Mrs Harding</p>