No Responsibility Taken From Any Sector/Staff

<p>I have experienced no sense of urgency, care, follow-up culture or honour in customer care management and engagement with Telkom agents, whichever "help" portal I've used. The initial sense of concern and superficial attention to faults or queries is consistent and well managed, but the moment afterwards, follow up protocol, explanatations, debriefs, making certain the entire fault has been sorted out, not a single employee of telkom has cared to actually complete the process of customer engagement through to the end. Here below is an example of how well managed their surface-level initial phase engagement is: <br /><br />"</p> <p>Hi samoraleninlungisile </p> <p><br />Thank you for making contact with us and bringing this to our attention.</p> <p>This response serves as confirmation that your query has been received. May we please request to provide the affected number, ID of the registered line owner and a preferred contact when possible. The fault reference brings up a line number registered to a different client's name Please use the following e-mail address to relay the requested details: Email: ********** or alternatively reply to this private HP post. Please include the reference number below in the subject field if you choose to e-mail.</p> <p>Interaction ***</p> <p>Regards<br />Keagan <br />Telkom Social Media Team"<br /><br />Once, I engaged this person with an email, they never, I MEAN NEVER rep****.</p> <p> </p> <p>Another example is how the @HelloTelkom twitter account is just as ineffective and inefficient. I have had to chase feedback from whomever is taksed with handling that account EVERY SINGLE TIME i request feedback, and am told feedback will be provided. There is one occasion of several in which one of the persons on the account eventually beat me to my request for feedback, and at that time, i applauded them for finally getting it right. But immediately thereafter, upon logging another fault and requesting feedback, the culture remains the same, none ever comes, until one has to express frustration at inefficiency and lack of follow-up culture.</p> <p> </p> <p>Once again, I blame most of all, the senior management of Telkom the corporation. Starting with the board, the CEO, and all tiers and strata of the organiation. One doesn't get a mess like this, if there's such a void between the stratas which has the CEO claiming their culture has changed in interviews, but my experience tells me that all that's happening is they've trained their staff to be pleasant in the first stage engagement process, and thereafter, nothing more is delivered.</p>