Mtn
Training is needed

I called your callcentre this morning and spoke to Sheena Ramlakhan, I explained to her that I need to have a handset unblacklisted but I cannot fax through the required documents as I only have access to a scanner and can therefore email. She refused to give me her email address or the supervisors email address. She was very rude and condescending and that is not how CSR's should be speaking to customers... It's as if she was not prepared to help me with my problem.

That conversation ended and I called again, spoke to Catherine Phiri who immediately provided me with the relevant email addresses to send my documents through. She was very friendly and empathized with my situation and for that thank you.

So whichever training Catherine received should be rolled out to Sheena as well because if that is how she speaks to customers you will definately lose alot of them. Soft skills training for that lady should be high priority right now.

Company: Mtn
Country: South Africa
City: Call Centre

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