Today as I phoned through for the third time to Mtn on 808 I got through to Boitumelo whom was able to tell me swiftly, and in a very friendly tone why my data that I should get with my account was not applied.
She kept me up to date the whole time, and told me why the package was not applied.
She told me what corrective measures you where going to undertake, and I have now received my data bundle.
Even though MTN made a big mess, which inconvenienced me, and I was told by another agent to "follow up on wednesday" (My responsibility to follow up, really? I will do that in the future if I mess up, I will just delegate my responsibilities to someone else).
So you can thank Boitumelo for ensuring my continuing business with Mtn.
I bet you she does half the calls other people do, but for me two happy customers is better that two ticked off ones.
If you have not noticed it already looking at your generic metrics on call volumes etc., she deserves a raise, and should probably be put in charge of training the rest of your staff. They are the first line, the face of your company. The importance of this cannot be understated.
Thanks,
Coenie
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