Is customer service no longer of any importnce?

I would like to bring the following to your attention regarding dissatisfying service from the Bayside Table View Vodacom Store.

On Monday, 23rd October 2017, I decided to apply for an additional contract line on my existing Vodacom profile. As customary I went to the Bayside Vodacom Store, as I have been dealing with them for the past five years, however, the service I received was appalling.

The sales consultant, whom was not wearing a name badge (thus I am unaware of his name), had no knowledge of what was going on. He requested me to fill in the entire application form, even though I was an existing contract customer with Vodacom for the past ten years. Previously, I was only required to fill in certain section of the application form, but he insisted that the entire form needs to be completed. At this point my frustration levels were on the rise.

Proceeding this occurrence, and after the I had completed the application form, I was told that the form will be vetted and that I can come back later in the day. I asked the consultant, if it cannot be vetted whilst I await in the store, as which had been previously done when I requested an additional line two months prior. His reaction was he will go and find out and disappeared to the back office. Thereafter, upon his return, he informed me, that they cannot proceed with the vetting of the application form as there is an existing unprocessed application on my profile, which came as a surprise as I had not made any other applications.

I asked the reasons as why this could have occurred, the response was: ''I have no idea”. I was then told that they will have to call the relevant Vodacom help desks to rectify the issue. He was not in the least forthcoming in terms of resolving the issue, in terms of, 'I will call them now and find out now for you'. I was told to return to the store the following day, I asked whether I will receive a call to inform me when the issue had been resolved, the response I received was: “Uhm, you will receive an SMS informing you if the application has been approved”. My question and issue there within is: Is it adequate for the absence of customer service.

The consultants entire attitude was nonchalant, he made it evident that he was not in the least interested in assisting me, the posture and the manner in which you speak with a customer in my opinion is paramount. You look the customer in the eye when speaking. The attitude of a consultant plays a vital role in a customers experience in any given enterprise.

Frustrated and dissatisfied with the poor service I received I returned home, and called Vodacom directly to investigate this supposed application on my profile. I was informed by the that consultant that there was in fact no unprocessed application on my profile. That confirmation was the peak of my agitation and frustration especially which regard to the Bayside Vodacom Store. I question whether they even attempted to vett my application or if they just made some excuse out of pure disinterest in serving me.

Later that afternoon, I decided on going to the Vodacom Store in the recently opened Table Bay Mall. The level of service there was incomparable to the Bayside Vodacom Shop. The consultant was efficient, forthcoming, knowledgeable, friendly, paid attention to detail, her attitude and level of customer service is commendable. That is the type of customer service that should be present within every business.

From this entire ordeal. Questions of such nature come to mind: Should there not be the same level of service at each Vodacom store, as the sales consultants are all trained in the same manner? - Should Vodacom Shops not all offer the same level of service, to maintain the brand name Vodacom? - What is the Bayside Vodacom Shop doing in order to retain their customer base? - How many incidents of this nature have occurred at the Bayside Vodacom Shop, and customers just remain silent? - The Vodacom Head Offices that deal with Vodacom Stores in terms of observing whether the Vodacom Stores are following procedures in all aspects especially pertaining to customer service from the consultants. Should they not clamp down upon poor service from consultants as its a poor reflection of the Vodacom brand?

The Bayside Vodacom Shop, has lost me as a customer from the result of the recent experience I experienced there.