Anthony Richards & Associates
Poor Telephone Etiquette

I spoke to a lady at the Foschini collections department and she failed to introduce herself formally and immediately demanded a claim number which was not stated on the letter for a query I was making pertaining to a letter received. I offered to give the account number stated in the reference line on the letter and she refused to check it. It took a moment before she checked the number and wasted time with her assumption that the reference number stated on the letter would not be useful was actually on her company system. A.R.A should incorporate a culture of customer service excellance standards for it's staff to adhere to. I do not blame the staff member in question as I always feel it is the management's responsibility to cultivate the mannerisms and approach of its staff. I would like to recommend that this complaint be escalated to top management to have a look at customer service excellance and send staff on etiquette training as this will improve the current standard.

Company: Anthony Richards & Associates
Country: South Africa
City: Cape Town

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