Appreciation for Excellent Service – Ann Mokhethi (Retail Mass)

This serves as a sincere note of appreciation for Ann Mokhethi from the Retail Mass team.

Ann handled my query with remarkable grace, professionalism, and diligence.

When I first approached Sanlam with my complaint, unfortunately the experience was not pleasant. I felt dismissed by the people I dealt with and was treated more like an inconvenience than someone whose concern mattered.

I even escalated the matter to HelloPeter, yet I still encountered the same attitude. It was only when my query reached Ann that the experience completely changed.

From our very first interaction, it was clear how genuine she was. During our conversation, I explained to her that the outcome of my query was not my main concern. What mattered most to me was knowing that my concern would be taken seriously, investigated properly, and that the correct process would be followed. Even if the outcome was not in my favour, I simply wanted to know that it had been handled with fairness and care.

Having worked in customer service myself, and still working with people today, I can easily tell the difference between someone who is being polite just to complete a task and someone who truly cares about the person they are assisting. Ann is truly one of those rare individuals who treats people with genuine respect and dignity. She made me feel like a person, not just a number.

Please accept this as a token of appreciation for the outstanding service she provided. Employees like Ann do more than resolve queries — they restore trust, represent the true values of an organisation, and remind customers why they chose the company in the first place.

NGIYABONGA