Vodacom's latest Broadband pricing information VERY CONFUSING
Early this morning I stumbled on a new article - Vodacom cuts Broadband Advanced prices - and trying to make sense of it all (as I am on a 3 Gigabyte 3G package I went to Vodacom's own site to affirm this - costs)
Still not clear on the cost affect on my current package I phoned the dreaded Vodacom Broadband Customer Care department (following the prompts to the correct sub-department) - and low and behold the customer care representative clearly did not know - I asked him the difference between STANDARD and ADVANCED - he could not really explain the difference. After putting me on hold he came back and fumbled an example based on my current package - it was so confusing to listen to him because clearly he did not know - and he actually told me so "IT IS CONFUSING".
I believe that I am a reasonably well informed 3G / broadband user ito of product / service understanding,and application of data rates and the the like. But - this morning I shake my head to realise that Vodacom Broadband Customer Care is not really equip to deal with many Standard or Advanced data queries (with more than one example on this website).
<<Not sure why we as current customers must always read about upgrades in the press / online - Vodacom has never communicated new pricing information to me directly, never in probably 10 years>>
10 Recommendations to Vodacom Customer Care Management
- 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 sms)
- Simplify the 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
Needless to say I still don't know the real difference / advantage between STANDARD and ADVANCED and / or the affect on my monthly statement.
More in-site information on Vodacom written by Vernon Chalmers
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