EDITOR-
Today, (Thursday, 5 September) I had a bad experience at Davenport Cell C. I needed to update my personal details because I had just collected my new credit card.
Although there were 2 assistants in the store I was not acknowledged for at least 15 minutes. When I asked to see the store manager she walked into the shop and started a conversation with someone she knew. I interrupted her and asked why I wasn’t being attended to and was told that if I didn’t behave she would have me thrown out her shop. I am 52 years old and was taken back by her response and left the store immediately.
I have taken this issue up with the regional office and they have assured me that they would speak to the store manager.
Cell C says that they are trying to improve their image but today I saw first hand that they know nothing about customer service.
I have experienced bad service from this particular Cell C branch before and just left it alone but after today’s experience I am not prepared to remain silent anymore.
Keith Sander
Berea
Cell C replies:
It is with great regret that such negative feedback is brought to the attention of the media. However, I would like to state that Cell C Davenport has always upheld the best customer service in the region and to date, we have not dropped the ball.
I am fully aware of this particular customer but let it be known that we were extremely busy, with just myself and two staff members at work. We make it our duty to always acknowledge a customer, regardless of whether or not we can attend to them, immediately. I have been under the employment of the company for the past nine years and have never to date, received a complaint against my skills.
The customer had expected me to leave what I was doing for another client and attend to his query, which to me, would be poor customer service. I was not dealing with someone I knew personally, I am naturally friendly with all my clients. It is only natural that I would deal with a customer that had come in first so as to avoid conflict in the store.
I must admit that I did tell the customer that I would have to have him escorted from my store by a security guard if he did not stop his verbal abuse. He was, in the presence of my staff and other customers, very vulgar and showed no respect to me as a human being and in spite of his ruthless behavior, I still tried to calm him down and assist him.
Catherine Moses
Store manager
* Letter shortened: Editor
