I'd like to thank Rishen, Lee-Anne & Ronel from MTN's Durban CC, and Mxolisi from the Jhb CC for taking time to listen to the problem I had when I renewed my 14-year-old MTN contract recently. Thanks for coming to the rescue & fixing what went wrong, & for restoring my faith in MTN. I've been with MTN for more than half my adult life & have never had any service-related nightmares before this one.
That being said, I'd like to offer some advice to the MTN consultant whose supercilious attitude I had to endure for a week before I was rescued:
1. Don't ever tell a client that he/she is NOT the only client that you have. We know this, but treat every client with respect & listen when they speak. Ultimately, delivering great service is good karma, and besides, client retention pays your salaries & bonuses
2. Don't ever refer to a client's problem as a "STORY". We aren't fibbers who awake at night concocting stories to entertain MTN consultants on the 'phones the next day. We've better things to do. When we call you, it is with real problems & we need REAL solutions.
3. If you can't handle the heat, get out of the kitchen i.e. if client service excellence isn't your thing, LEAVE!!
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