Remember Your Customer Service

I am the customer that patiently talks to 6 different people, having to repeat my story numerous times and still end the call with no resolution to my problem.

I patiently call back 7 times due to call continuously being disconnect. I am then asked to rate my service....the poor consultant who tried really hard to assist me but was unable to do so as it was another departments poor admin that is the cause for the problem. I am sure that the overall rating information disappears in the hierarchy of management and never reaches the MD / CEO or they do not care either.

In a huge company such as Vodacom when one problem is not resolved it is minor but go look at what the public say and then you see how many unhappy customers there actually are. All the millions spent on advertising does not buy brand loyalty, it becomes a grudge purchase as we do not have a choice to terminate a contract due to poor service.

Do you know who I am? I am the customer that quietly waits to closes all my accounts after decades and never returns!

It is time that big corporate companies realise that treating customers as irrelevant erodes the customer base, marketshare and eventually profits.

These very customers that you believe are irrelevant can have a huge impact on your company simply by taking their money to spend elsewhere. Customer have a choice where they spend their money and when other players enter the market it offers customers choice. You will not hold the monopoly for ever.