Telkom Techies on the Ball
The staff reductions over the past few years have only exacerbated these problems placing additional pressure on their already stretched technical staff. The launch of new products like ADSL has not helped matters either.
With concerns of this nature it is not surprising that the telecoms giant is dogged by complaints. There are numerous horror stories about customers having to wait for extended periods of time for installations or fault repairs.
But the story is not without a silver lining.
It is easy with so many disillusioned Telkom customers to overlook the good work done by some of the technical staff.
MyADSL often receives information about good service from Telkom, and in most cases they refer directly to the work of a Telkom technician going the extra mile for an ADSL customer.
One such story comes from the windy city of Port Elizabeth where cable problems made it impossible for one of the technicians to connect the customer.
This particular technician showed an uncalled for tenacity despite the fact that the difficulties experienced were out of his jurisdiction.
Once the problem was identified this particular employee took the initiative to look for other possible solutions and even phoned around to try and get cable joiners after hours of trying to get the customer connected.
Furthermore, early the next morning he arrived with a ‘cable guy’ to ensure that the customer was connected as opposed to placing the job at the back of the queue.
There are other examples of similar incidents and it is encouraging to see that these techies are indeed consumer centric.
Papi Molotsane’s customer centric philosophy has come under severe fire for a lack of tangible results since his takeover from Sizwe Nxasana.
It is pleasant to see that the fruit of his policy is coming to bear in some areas of operation.
It appears that some of the technical staff is still dedicated to customer service despite the challenges facing them.
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