When I called Mi Way to follow up on a claim, I was made to wait for the person who was dealing with my claim and this person was off or had went home already. So I sent an email. That did not help much until I picked up the call again and spoke to Pontsho who used the tools and information available to her to assist me with my request without trying to transfer me to somebody else. She took ownership of the situation! After speaking to her I did not have to worry about anything as she kept communicating with me via email and ensuring that when I send my car in the car hire will be ready without me having to follow up again as she done things at the time she said she would do them.
All this was done in a friendly and humane manner. I hope her colleagues could learner from her!
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