I ALMOST had a good customer experience with Vodacom retention.

I called to confirm the next steps for cancelling my cellphone contract due in 2 months. Despite having to wait a few seconds for the agent to finish his conversation with another fellow agent, it was pleasantly overshadowed by the kind, patient and helpful conversation that followed.

I was actually interested in the upgrades available but after informing the agent that I would not be upgrading at that time because I would like time to consider. He followed saying that he would not be the agent to help me next time if I called (I'm aware of how incentives work), so I asked for his name so that if I called to upgrade I could speak to him directly.

Before I could finish saying thank you, the call dropped. This dulled the entire experience and as a direct repercussion, I absolutely will not be upgrading my contract, and switching providers. So to the agent, have some pride in your work, inconsistency and a bad attitude will hinder you, you are in CUSTOMER SERVICE.