Disgusting customer service from your Contact centre Agent

"I am utterly disgusted with the service I receivedfrom your call centre agent, Lebogang. During our call today, which lasted 26minutes, she failed to resolve my issue which could have been resolved in lessthan 5 minutes. I explained to her that I have a new phone and have loaded myStandard Bank app, but it is showing an error that it is inactive. We wentthrough various steps such as resetting the password and logging in using mycard, only to find out that all I needed to do was delete the Standard Bankapp from my old phone. What disgusted me the most was her lack of product knowledgeand her failure to listen and probe correctly to reduce the call duration. Iwould appreciate it if you could train your staff on soft skills andtroubleshooting techniques." This is not acceptable I would appreciate it if the Team leader could listen to the call and do the necessary coaching to help her improve how she handles Standard Bank customers or any customers. Call date: 14 February 2024Department: Contact center - App and online support - Time of call: 12:01 pmCall Duration: 26min 55sec