I had an issue with my ADSL and reported the matter to Telkom (Cape Town Call Centre l presume). For over a week l was trying to get help for for query under ref 97CWK170413. The agents l dealt with just were not listening to my request for a technician to be called out. Upon blowing a gasket, l was transferred to the floor manager Shuab who took time to listen to my problem and determined my need exactly. Within less than 24hrs of chatting with him he has arranged technician as per my request who sorted my issue out within a matter of 5 - 10 min on site. He was able to connect with the technical support team which the call centre agents failed to do mysteriously!!! This morning, Shuab placed a follow-up call with me to confirm whether everything was sorted. Thank you, to this gentleman for committing and delivering as per that commitment.
As for the Telkom Pinnacle call-centre, l believe much work needs to be done to get the agents to understand the nature of client's problems. They could all take a leaf from Shuab's exceptional service standard. Without him, you would have lost yet another customer.
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