Service Experience at Telkom, Cresta Mall, Johannesburg

BAD SERVICE TURNED EXCEPTIONAL

Got exceptional service delivery from Akhona, a service consultant at Telkom, Cresta Mall, Randburg, Johannesburg, SA. He came to our rescue after we waited for about 25mins to be attended to by the only available service consultant because it appeared to be lunch break time at the Telkom sales and service centre. Akhona's attitude demonstrated his customer service training. He apologised for the delay, asked how he could be of help, and took us straight to his desk to attend to us even though he was not the cause of our delay. He explained all we asked with precision, notified us of a free package on our data plan that we were not using, and was successful at changing our earlier opinion that the Telkom Service centre was a delay centre.

Today's service tips from our service experience

1. The action or inaction of one customer service staff rubs on the entire organisation.
2. All customer service staff should not go for break at once.
3. Effective service recovery aids customer retention
4. Customer service staff should wear tags to boost connection with customers and help in addressing customer complaints

Comments

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