Customer comes first.

I bought a smart phone without a screen saver because it was not available at the store. After four months the phone was returned to the store because the screen was damaged. The store requested payment to be made before they could fix the device. I therefore made EFT payment based on the amount quoted and emailed and sms Payment Notification to the store. I was assured that it will take probably a week to complete the makeover in terms of their turnaround time since the job is done in Pietermaritzburg (Head Office). Later on after a week I contacted the store but to my surprise I was informed the phone was still in the store. The reason furnished was that they didn't receive payment from me.

Based on my assessment what was supposed to have happened here is that; 1. The branch store must be empowered to be able to access the bank accounts of the company to retrieve clients information such as proof of payment on the system without relying on the Head Office to provide such information. 2. There must be an efficient and effective flow of information between the Head Office and the stores on continuous basis to improve communication through electronic devices such as landline telephone, mobile phones or emails manned by dedicated personnel at Head Office. This will help to ensure that unresolved tasks and outstanding jobs are attended to as soon as possible to avoid any delays that will impact the customers negatively. 3. The staff at the stores and Head Office must undergo intensive customer care training to increase customer satisfaction and eradicate customer complaints.