1 reviews | Active since Apr 2014
DISRESPECTFUL CUSTOMER AGENTS
To whom it may concern,
I am writing to express my extreme disappointment and frustration regarding a recent interaction I had with your customer service department on19.03.2024.
Initially, I contacted your customer service department regarding" update of my contact details. However, the first agent I spoke with was incredibly rude and disrespectful throughout our conversation. Despite my efforts to remain calm and resolve the issue at hand, her demeanor was unprofessional and entirely unacceptable. Additionally, when I requested her name for reference or asked to speak with their manager, she outright refused and abruptly terminated the call.
After this unpleasant experience, I decided to call back in hopes of reaching someone who could assist me in a more professional manner. Unfortunately, the second agent I spoke with behaved similarly. Not only did they fail to address my concerns, but they also acted dismissive and uncooperative. Like the previous agent, they abruptly ended the call, leaving me feeling utterly frustrated and unheard.
As a customer, I expect a basic level of respect and courtesy from your representatives, and unfortunately, this experience fell far short of those expectations. Not only was I unable to address my initial concern, but I was also subjected to further disrespect and unprofessional behavior.
I urge you to take immediate action regarding this matter. It is imperative that your customer service team undergoes thorough training on proper etiquette and professionalism when interacting with customers. Additionally, I request that you provide me with the names of both agents involved in these incidents, as well as the contact information for their supervisors or managers. It is crucial that management is made aware of these repeated failures in customer service so that appropriate measures can be taken to prevent similar occurrences in the future.
Thank you for your attention to this matter. I trust that you will investigate these incidents promptly and take the necessary steps to ensure that your customers receive the level of service they deserve. I look forward to your prompt response and resolution of this issue.
Sincerely, Mr Jooste
Thank you for your review and bringing this matter to our attention.
Please accept our sincere apology for the inconvenience caused in this regard.
Please expect a call from our V+ Helpdesk manager tomorrow, we will need to obtain both call details for us to further investigate and ensure to address. Upon the call, we will also assist with actioning your request to have your cell phone number updated once all relevant verification information has been confirmed with you.
We value your loyalty to Shell.
Regards,
--
The V+ Rewards Team
Thank you for your review and bringing this matter to our attention.
Please accept our sincere apology for the inconvenience caused in this regard.
Please expect a call from our V+ Helpdesk manager tomorrow, we will need to obtain both call details for us to further investigate and ensure to address. Upon the call, we will also assist with actioning your request to have your cell phone number updated once all relevant verification information has been confirmed with you.
We value your loyalty to Shell.
Regards,
--
The V+ Rewards Team
Trust you are well.
Thank you once again for bringing this matter to our attention. We sincerely apologise for the inconvenience and frustration you experienced during your recent interaction with our V+ Helpdesk agents.
We want to assure you that we take such feedback seriously. Immediate action has been taken against the initial agent involved, and remedial training will be conducted for the second agent to prevent similar incidents in the future.
We also received confirmation that our V+ Helpdesk manager, Brandon, has personally reached out to you to offer a sincere apology and address any further concerns you may have.
Providing exceptional service is at the core of what we do, and we regret that we fell short of our usual standards on this occasion. Please be assured that your feedback is valued and your loyalty is appreciated.
Once again, we apologise for any inconvenience caused and thank you for your understanding.
Regards, --The V+ Rewards Team
Trust you are well.
Thank you once again for bringing this matter to our attention. We sincerely apologise for the inconvenience and frustration you experienced during your recent interaction with our V+ Helpdesk agents.
We want to assure you that we take such feedback seriously. Immediate action has been taken against the initial agent involved, and remedial training will be conducted for the second agent to prevent similar incidents in the future.
We also received confirmation that our V+ Helpdesk manager, Brandon, has personally reached out to you to offer a sincere apology and address any further concerns you may have.
Providing exceptional service is at the core of what we do, and we regret that we fell short of our usual standards on this occasion. Please be assured that your feedback is valued and your loyalty is appreciated.
Once again, we apologise for any inconvenience caused and thank you for your understanding.
Regards, --The V+ Rewards Team