My question is this.. Does Vodafone care at all about the incredibly poor service level provided at First Mobile outlets leading to loss of customers?
Before i begin im not saying that every First Mobile outlet is poor in service, im sure they are not, im speaking regarding just a specific one after several visits to it, but have read so many threads of other customers' negative experiences.
My dad broke his phone and being rather uneducated in the latest phones on the market i went with him to sort out a new phone for him. Went into First Mobile and was totally ignored by the staff member there, he was too busy talking about his social life with another staff member and some other person that was loitering around the back of the store.
I went and asked for some basic information about the Nokia N97 and Nokia E71 and Sony Ericsson Satio.
Basically he had no product knowledge on any of them and was unwilling to even make an effort to find out the information on their computer. Again i had to go and ask him for some comparison information of the N97 and Satio, to which he printed off the generic information from the Voda website and handed to me with a "Im sure its nothing you dont already know" remark... Then off he went to tidy up the display phones... Wow... Awesome.
If any of you dont know, those phones are amongst the most expensive in the current voda offerings so you would think a high level of service would be provided to secure such a sale... No.
An easy sale of potentially over $1000 evaporated just like that. Not only that but my dad has been a high revenue customer for voda since 2001, free from his contract for a long time and looking to stick to his current plan.. Really poor.
We walked 10 metres down the mall and were treated like absolute royalty in the Telecom store. The plans, phones.. Everything was explained to us in such a friendly, professional manner that it really was a difference like night and day. The Telecom salesperson even said that "yeah they (First Mobile) are really good for us... Really good". Lol :D
Needless to say my dad will be finished with vodafone and moving his mobile, business, home and internet all to Telecom tomorrow.
I own and operate two high pressure, high customer volume businesses so i know what level of service should be provided. I know voda doesnt have a great deal of control over First Mobile stores but im dead certain there are better ways of provding service to customers than what we experienced.
Apologies for the long rant but I just want Vodafone (if any staff member is reading this) to use this a way to improve the customer service within their organistion in the future.