1 reviews | Active since Nov 2015
Bad attitude and inappropriate call
I received a call from a Truworths call centre staff member this afternoon, who informed me in a very accusatory tone, that as a valued client my credit limit has been increased to a specific amount. I said to her that I was happy with my current limit, to which she responded by saying that I have to go into a store to decline it! She was very angry when I said I do not HAVE to go in to a store to decline something I didn't ask for in the first place! She very persistently and rudely argued with me that I would need to do this! I eventually hung up on her, as I had no desire to continue the argument! <br> <br> Some free consulting advice, Truworths management. <br> <br> Firstly you have no right to DEMAND that a customer comes into the store to accept or decline a credit limit not asked for by the client. <br> <br> Secondly make sure that your call centre staff are trained properly in how to deal with customers! Or as in this case, you will lose your customers!<br> <br> Call was at 14h45.
We acknowledge your frustration regarding the service you received from one of our Call Centre consultants.
As providing our customers with international standards of service is of vital importance to our company, we conducted an investigation into your concerns raised.
Our Call Centre Supervisor has listened to the call recording and informed us that the consultant had indeed not followed the correct procedure, as she should have declined the offer for you on our system. Further to this, the manner in which the consultant assisted you was not in line with our high service standards and therefore the appropriate corrective action will be taken as to ensure that this remains an isolated incident.
Subsequent to your post we can confirm that the credit limit increase offer has been declined.
We once again wish to apologize for your experience in this regard and trust that we have adequately attended to your query.
Yours sincerely,
Lynn
We acknowledge your frustration regarding the service you received from one of our Call Centre consultants.
As providing our customers with international standards of service is of vital importance to our company, we conducted an investigation into your concerns raised.
Our Call Centre Supervisor has listened to the call recording and informed us that the consultant had indeed not followed the correct procedure, as she should have declined the offer for you on our system. Further to this, the manner in which the consultant assisted you was not in line with our high service standards and therefore the appropriate corrective action will be taken as to ensure that this remains an isolated incident.
Subsequent to your post we can confirm that the credit limit increase offer has been declined.
We once again wish to apologize for your experience in this regard and trust that we have adequately attended to your query.
Yours sincerely,
Lynn