Vodafone Customer Care

Recently my mother had an irritating problem with her cell phone service provided, Vodafone. After going twice to the Vodafone store, her line was cut for the second time not even a week passing. And for the second time she called up customer service and gave them a firing that even made my house shake. All the customer care kept on saying is sorry or they transferred the calls keeping my mother waiting for fifteen to twenty minutes. They never seemed to grasp the problem. Staring at the screens in front of them, they used to say that the reason was because that there was an error in one of the documents submitted and they said this even after visiting the store again. My mother furiously jabbed the button on the key board sending a mail to the Vodafone even though she knew they would not reply. I thought to myself what could be done to solve this problem and I could not come up with a solution. Obviously there was problem with the organization.

First of all the customer care personal kept on apologizing. This is not what people want to hear, saying it once is more than enough. What is needed a adapt solution to the customers problem. There is a problem at the training level where the personal are taught to act in structured way. Sure, that is a good thing because they are able to deal with tough customers and sticky situations. However the personal touch is lost, to handle the customer the personal must understand the customer, the personal must put himself/herself in their shoes. Many customers cannot go to a Vodafone store because they do not have the time and it is not like the store is next to their house. The problem must be able to be resolved over the phone and if needed a personal sent over the house to collect the required documents because just as they have door to sale man this should add this facility.

Second the personal needs to understand that whatever is on his/her screen does not tell the tale of their customer’s problems. They need to understand them. Being a representative of the company it is expected a lot of frustration put on them. Like any company there is a lot of red tape and departments that handles a lot of things. This is where companies that have polices of employee first count because now the employee will make an extra effort to overcome the red tape and make sure the grievance is taken care of the appropriate department.

Thirdly with the age of the internet many complaints are made through email. Just like the customer care that is available twenty-four hours telephone service, the emails should be answered immediately. They solution should be the most convenient for the customer and it’s should be explained well.