Telkom
Listening helps to eliminate miscommunication

After months of struggling to get a telephone installed for my elderly father at an old age home, we proceeded once again to the TELKOMdirect shop in Centurion. We were lucky to get to Mr Aaron Mokoena's station. So completely different from before, Mr Mokoena spent time with us to look for possible sources of the problem, which was that the order was somehow not PLACED after the deposit was paid. So he promptly placed the order. His patient and inquiry based communication with us was a fresh breeze. He went further, showing his understanding of the wider context, by advising us to provide our (as kin) telephone number to be contacted for installation, rather than that of a staff member at the old age home. His explanation, that technicians have to move on when the contact staff member was not there when they call, shed further light on our preceding problems to get a phone installed. Thanks to his empathetic service, the phone was installed within a week. TELKOM needs hundred employees like Mr Aaron Mokoena. They should use him for training.

Company: Telkom
Country: South Africa
City: Centurion

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