A HEARTFELT THANK YOU TO A TRUE GEM – RONELL J. DONOUGH!!

Sometimes, in the midst of frustration, disappointment and feeling like nobody is listening, someone comes along who reminds you that genuine customer service still exists. For me, that person is Ronell J. Donough.

In 2023, my dad passed away after a long battle with cancer. My mom had been in and out of hospital since 2018 and even before that. At the beginning of 2024, bills and reminders that had been sent to my late dad's phone began piling up unpaid. He could no longer respond, and we had simply never thought to go through his phone. We only discovered the extent of the outstanding accounts after my mom became the main member.

What followed was an exhausting nine-month battle involving hundreds of thousands of rands in medical bills, endless emails, long call-centre waiting times, repeated explanations of our circumstances, and conversations with agents who, sadly, seemed to lack the empathy or willingness to help us find a solution. We were dealing with an already difficult family situation, including my mom's ongoing medical challenges and palliative care needs, while trying to navigate a system that often left us feeling unheard and helpless.

The stress took an enormous toll on me, to the point where I feared for my own health.

And then came Ronell.

After months of fighting for answers and assistance, here was someone who took the time to listen, understand and help where others had failed. She patiently worked through every query, never making me feel that my concerns were simply someone else's problem.

And let me be honest: I was not an easy client to deal with during that time. Years of frustration, grief, stress and feeling dismissed had taken their toll. I was angry, desperate and emotionally exhausted. Yet Ronell remained patient, professional, understanding and willing to assist.

That, to me, is what exceptional customer service looks like.

Even today, whenever I need assistance, Ronell continues to go above and beyond. She responds efficiently, handles my queries with care and never makes me feel as though I am asking for too much.

Managers, please take note of this remarkable woman. Recognise her, appreciate her and celebrate the value she brings to your organisation. People like Ronell are rare gems. She is clearly in the right field because she understands something that cannot simply be taught through training manuals: customer service is about people. It is about empathy, patience, accountability, understanding and the genuine willingness to make a difference in someone's life.

Sometimes, all a person needs is someone who is prepared to listen, care and help them find a way forward. Ronell did exactly that for me during one of the most difficult periods of my life.

So, Ronell, this is my little public thank-you to you. ❤️

Thank you for your patience when I was difficult, for your kindness when I was overwhelmed, and for continuing to assist me long after you could have simply moved on to the next query.

You may see it as part of your job, but to someone who has spent months feeling unheard, your willingness to help meant far more than you probably realise.

You restored a little of my faith in customer service, and for that, I will always be grateful.

Thank you for being the person who chose to help when others couldn't—or wouldn't.

Keep being the incredible person you are, Ronell. Your efforts do not go unnoticed, and you deserve to know just how much you are appreciated.

With heartfelt gratitude and sincere appreciation,

Thank you, Ronell J. Donough. You truly are a gem. 🌷❤️ Sharon Simmons