Mtn
First Call Centre Operator to Care

I've been super frustrated with MTN service therefore recently decided to port to another MNO. I've gone to MTN Sandton City and Clearwater where my reception was cold which made me believe that I am making the right decision. I was informed by Sandton City that I need to dial 808 to action my cancellation. The first call to 808 was even more disappointing as the "retention" call centre operator was unpleasant. She tried to scare me that I can lose my number if the port is not done correctly. Not once did she bother to ask me why I am porting.

Today I gave notice as the S4 is now available. I phoned 808 and was transferred to Patience Maloka. She was friendly and believe it or not the first person in 2 months that actually asked me why I am porting. Even though my decision is made she remained "caring". Patience should train your other employees what customer service is about. Patience also realized that the problem is not only restricted to me but to the geographic area thus she mailed the network team to investigate. In short most probably the best proactive attitude I've come across in a long time.

Well done Patience for your human touch!

Company: Mtn
Country: South Africa
City: 808 Call Centre

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