Exceptional Service from agent Mokgethwa Makananise

Dear Vox Team,

After struggling for nearly two weeks and speaking to numerous agents—most of whom advised me they would transfer the call—I finally experienced what true, exceptional customer service should look like.

It would be worthwhile to review my contact number to see how many times I was referred between departments. However, despite this frustration, I would like to sincerely commend Mokgethwa Makananise, who went far beyond the standard level of service.

From the start, Mokgethwa remained on the line with me the entire time, communicated clearly, and even advised when he would be silent briefly to check on installation-related matters. He was calm, assertive, patient, and highly professional throughout the call. Not once did he show agitation or frustration.

Even though we were ultimately unable to complete the connection successfully, he continued assisting me and ensured that further steps were taken, including arranging for a technician. That level of commitment truly stands out.

Agents like Mokgethwa do more than perform a job—they carry the backbone of the company and shape the customer experience. If there is ever an opportunity for advancement or a higher-level position, I would strongly recommend considering him. Companies need more employees who genuinely go the extra mile, and it is important that such dedication is recognised.

Thank you for the service I received. Vox can be proud to call him a teammate.

Kind regards, Roxanne Kleinhaus