1. A Perfect 10 for Tshepiso
Putting our Customers First
A widely quoted statistic gets to the heart of the value proposition behind
customer service: The cost of acquiring a new customer is five times that of
retaining an existing one. For businesses that succeed by forming a bond with
the customer, the difference is surely even greater.
Tshepiso Ratselane clearly understands this principle.As a Support Supervisor
in the EBU Solution Implementation department,she supervises and coordinates
day-to-day technical operational activities in the ISP area by ensuring first call
resolution for technical queries and delightful customer experience. When a
client is unhappy due to lack of progress on an incident or poor feedback from
our support centre, she ensures that the correct actions and escalation
procedures are properly adhered to.
C: What do you love most about your job?
R: The teamthat I work with. We take on challenges as a collective. I also love the feeling ofsatisfaction after client technical
sues have been resolved because a happy client is a loyal one!
C: What does “Perfect 10” customer service mean to you?
R: “Perfect 10” means delighting customers and giving world-class service is a priority, including how as a business we need
o work together with all the supporting departments because customers see us as one.
C: How do you deal with difficult customers?
R: I let them vent and explain what the issue is from their end, show empathy regarding their corporate services
eing affected. After they explain their issue, I inform them what is going to be done to resolve the matter from
MTN Business side and also reassure them that their issue is being escalated within MTN and that the right level
f urgency is being applied. This includes continuous progress updates, managing their expectations and taking
ull ownership of the issue.
C: Any top tips to share?
R: Being in MTN (any department) one needs to enforce a customer-centric approach, even when one is not customer facing
ut we all need to work with the thinking being “am I adding value to the client by what I am doing?”
ow that’s a Perfect 10!