Its all about the customer experience!?!?!

How to win at customer experience: 1. Customer has an issue and raises it via website chat/call to Vodacom. 2. Service consultant "blames" customer's fibre provider 3. Customer speaks to fibre provider who states there are no such restrictions in place to limit service. 4. Customer takes the feedback back to Vodacom 5. No timely response received. Customer logs complaint on Vodacom. 6. Vodacom quickly responds with a generic and non-empathetic response (not unusual) 7. The solution specialist assigned to the complaint just SMSes a link for customer to read. 8. Solution specialist tries call twice making the phone ring 2-3 times only which the customer cannot reach to in time; because, you know, customers are sitting around (with nothing better to do) waiting for Vodacom consultants to call them. 9. Vodacom sends a customer service assessment to rate their service 10. No further response to date.

A common and all too often life-cycle on complaints/issues being managed.

A truly 5 star performance Vodacom!!!