Great work from CSR at Vodafone

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nate

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#28291 25-Nov-2008 14:56

I've recently upgraded mobiles, and wanted data turned back on so I can check my email on the move.

The CSR I spoke to re-enabled data for me, and then we had trouble trying to send/receive PXT. We got disconnected mid-call and she called me back to continue (I was very impressed). We eventually got it fixed.

I had to leave for an appointment, and she said she'd call me the next day (Saturday lunch) to check that all was still working well. Low and behold, Saturday lunch I get a call.

Good work Vodafone, not often if someone gets really good service is it posted, so thanks for outstanding service.

VFNZPaulBrislen

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#180221 25-Nov-2008 15:13

Hi Nate, thanks for that.

Can you send me a PM with any customer details you might have so I can track them down and make sure their boss knows?

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

robbypreb

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#180223 25-Nov-2008 15:28

nate: I've recently upgraded mobiles, and wanted data turned back on so I can check my email on the move.

The CSR I spoke to re-enabled data for me, and then we had trouble trying to send/receive PXT. We got disconnected mid-call and she called me back to continue (I was very impressed). We eventually got it fixed.

I had to leave for an appointment, and she said she'd call me the next day (Saturday lunch) to check that all was still working well. Low and behold, Saturday lunch I get a call.

Good work Vodafone, not often if someone gets really good service is it posted, so thanks for outstanding service.

That is good, but then again, that is the kind of service companies I deal with provide. People these days expect poor service, and these call centres get a rep because of that, so people are surprised when they get good service.

paradoxsm

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#180245 25-Nov-2008 17:27

Were they local or offshore? I have always in the last two years experienced superb service from the locally based representatives.

munchkin

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#180276 25-Nov-2008 19:14

This is pretty good, it's not often that we hear about the good work CSR's do!

robbypreb

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#180324 25-Nov-2008 22:45

paradoxsm: Were they local or offshore? I have always in the last two years experienced superb service from the locally based representatives.

I find dealing with local people so much better, than dealing with overseas call centres. The overseas call people follow a flowchart and script system, rather than using common sense, which is frustrating if you know what the problem is, but they want to go through a whole list of different options.

bender

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#180333 25-Nov-2008 23:46

Absolutely, I talked to a very helpful CSR in NZ on Monday who sorted out a billing problem that's been driving me crazy for months (Vodafone kept dropping my VCC setup). I find the CSR's in Egypt hard to deal with because they don't seem very smart, so I just hang up and keep calling back until I reach someone in NZ, normally 2-3 tries gets you a NZ CSR who knows what they're doing.

She emailed me after I hung up to confirm she'd done everything I requested, offered to setup my bill to be emailed to me monthly since accessing it via My Vodafone is really inconvenient, and then emailed me again to let me know that accounts had loaded my VCC and if I had trouble with it again to email back and she would follow it up personally.

Egypt based CSR's definitely don't provide this level of service, and are probably part of the reason I get so irritated in dealing with Vodafone as I just get this image that I'm dealing with a pack of idiots. If we compare with say Telecom, calling Gen-i or Telecom Business I get to deal with very competent staff who have the ability to do whatever it is I need. I know Telecom outsource residential stuff to Manila but I'm not residential so I haven't experienced this.

nzbnw

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#180340 26-Nov-2008 00:54

bender: I know Telecom outsource residential stuff to Manila but I'm not residential so I haven't experienced this.

Just so no one gets the wrong idea, it's a trial (Manila based staff that is)

.

nzbnw