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19th Apr 18

Inside Vodacom

Our Customer Experience Heroes

19th Apr 18

Vodacom
By Vodacom 1456 Followers

At Vodacom, we recognise when our people are Ready to be at their best. One way we reward those who go the extra mile is the Vodafone Customer Experience Heroes Awards. Here are this quarter’s winning nominations!

The Vodafone Customer Experience Heroes Awards are designed to show how much we value our people who immerse themselves in customer experience and take personal responsibility for delivering the best to our customers.

The Awards aren’t just for South Africa - it’s a global programme that shares stories across the Vodafone Group. From the nominations, around 30 people and their guests are selected to attend the annual global awards in London every September.

When you join the Vodacom team, you can expect your great work to be recognised and rewarded. Find out more about how you can be a part of Vodacom on the Vodacom careers website.

The Western Region Maintenance Team

How they excelled: The maintenance team epitomised customer experience obsession by restoring service within 24 hours, on a Sunday, at five network sites that had lost service to our customers due to a fire incident that gutted the Ceres base station. Fire incidents normally take days or even weeks, to restore service. The team members are: Bongile Majola, Morkel Barnard, Michael James, Nicollen Malatji and Craig Barnes.

Deenan Gounder, Manager: Business Partner and Outsourcing

How he excelled: Deenan has been instrumental in the execution of the new customer care operating model that helps us reach our service level targets. The new system includes a way to handle more complex calls to the call centre by routing them to specially trained agents.

As part of the rollout, Deenan led a number of design workshops to ensure the processes were reviewed and refined. This has led to a huge rise in the resolution of problems in the first call.

Louie Periathamby and Trott Mbanjwa, Specialists: INTelecoms

How they excelled: When MyBroadband raised the issue that many customers were not receiving SMSes telling them when their data bundles were about to run out, Louie and Trott worked tirelessly to resolve the issue. The result was that MyBroadband published a follow-up article entitled Vodacom OOB notifications: From nothing, to near perfect.

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