Vernon Chalmers SEO

After a couple of rather poor call centre service / support encounters from Vodacom Broadband Customer Care on some of my Broadband queries I made the following recommendation list in probably less than 5 minutes. These are the issues I believe Vodacom should address when assisting customers. Most of these recommendations are small things, but would nevertheless require implementation to improve current efficiency levels:

• Train staff / keep them updated / understand technology and your systems
• Only release new market information after properly training support staff
• Proactively update current customers with informative emails (not only sms)
• Simplify the cost / service ,differentiation structure on the Vodacom website
• Provide a proper / functional support website (with clear information)
• Re-evaluate the way you handle your online support queries
• Test and re-test the efficiency of information provided by support staff
• Understand the importance of a well informed Customer Care department
• Make it easy for the customer to find their way / and their answers
• Take time to really listen to your customer - we are more than Player 23

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