Vodacom
How to lose a custome

Dear Vodacom, this is how you lose customers...
1. Promise something that you can not deliver on, and then continue to make empty promises
2. When you miss your own (vague) deadlines, don't bother to inform the customer, he likes to keep wondering what is happening.
3. Let the customer resolve the issues himself, because that is surely not your job to do.
4. Let the customer to contact your external suppliers, because surely you don't want to waste your own time and money with the incorrect information.
5. Let the customer speak to a different person every time he calls, so he can explain his problem all over again, and again, and again.
6. Do not ever bother to follow up as you promised to do, because then you might actually have to resolve the problem.
7. Ignore all escalations, the customer just asked for that because he felt unloved and bored
8. Let an underpaid, uninformed, call centre agent with no authority to actually do anything, take the brunt of an irate customer.
9. Ignore the customer and the problem, and hope they just go away... and then the customer does go away

Company: Vodacom
Country: South Africa
City: After sales service

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