We all love great service, and sometimes, some company personnel go an extra mile to help their customers. Darryl recently received more than just great service from VW Benoni Citi and had this to share:

“I would like to express my sincere gratitude for the exceptional customer service received from Trevor Poonsammy with regards to the problem I was facing with my car. Mr Poonsammy was in constant contact with me when I logged the complaint and also arranged for a special service booking for the car to be inspected. In addition, Mr Poonsammy loaned me his car as there was no courtesy car available! Thank you for the excellent service and professionalism provided.” - Darryl Moodley.

Submit a compliment on www.getclosure.co.za and let’s share your experiences of great customer service.

With some exciting projects in the pipeline for 2010, we decided that it was time to expand our core team.  On that note, I’d like to officially welcome Mduduzi, who joined us a couple of weeks ago.  We’re looking forward to  working with him over the next couple of months.

1. What is your role at getclosure?

I am working for getclosure on a part time basis, and help with the everyday office admin work such as responding to customers’ emails. I am also writing and uploading blog posts.

2. What else do you do?
Currently I’m a UCT doctorate student in Zoology. I also offer small groups and individual wildlife tour guides around Southern Africa. I’m a reviewer for the Journal of Zoo and wildlife medicine.

3. What is your favourite brand and why?
Cannon. Besides them making beautiful and durable equipment, they also promote Wildlife awareness (my passion by the way) and encourage people to get out there and explore their surroundings.

4. Where have you experienced great customer service recently?
At my bank, FNB. The consultant took his time to explain to me the importance of having credit and how it affects the value of credit I will be eligible for in the future - such as a house mortgage.

5. What do you do when you’re not working at getclosure or on your studies?
I do bird watching and try to increase my bird list. I have seen just over 400 Southern African bird species in the last four years.

6. What is your motto in life?
Live as if you were to die tomorrow and learn as if you were to live forever. - Mahatma Gandhi.

Read more about the rest of the getclosure team.

We are just coming out of recession and money is tight. Getting over billed is the last thing anyone needs right now. But you will be happy to know that when such problems arise, there are suppliers out there who will listen and will keep you in-the-loop on how your problem is being resolved. Alan Ritz is one happy customer and had this to share about Virgin Mobile:

“Tebogo at head office [Virgin Mobile] sorted out the overcharges on my account. She returned my calls and called back every time there was progress on this matter and kept me informed and up to date with what was happening. A pleasure to deal with her in accounts!”

Submit a compliment on www.getclosure.co.za and let’s share your experiences of great customer service.

According to a recent article on Sky News, President Barack Obama is looking for a “social networks manager” to take charge of his MySpace and Facebook pages and keep his Twitter account up to date.

The first question which popped into my mind when I read this was “If I didn’t have time to post my own tweets and engage with my followers, would I let some one else post tweets on my behalf?”

My immediate response was “Not a chance”, but after giving it a bit more thought, I realised that my decision would depend on whether I was tweeting on behalf of a company or brand, or using twitter to communicate with my personal network.

My answer would remain the same for my personal twitter account, as the reason I use Twitter is to follow and engage with people and brands that I know, want to get to or think highly of.

When it comes to a company twitter profile, I would be happy for someone to tweet on my behalf if they knew the company inside out, and had a clear understanding of what we were trying to achieve by engaging with our customers on social media platforms.

The job description for Obama’s ghost tweeter says the right person needs to have “strong organising and campaigning instincts; you can craft messages that move people to act, and you know what actions will achieve the right impact at the right time”.

Even with this calibre of relevant skills, would you let someone tweet on your behalf?

We never get tired of good service. It’s always a pleasure to know that you can still make purchases from some suppliers and get friendly, meaningful service without any delays. In fact, this is how buying any product should be! One customer experienced this at Hi-Fi Corporation and had this to say:

“I purchased a Kenwood car radio cd player and I was most impressed with the service I received From James. He was very helpful, friendly and all I did was pay and walk out with my radio! No waiting, excellent service from James. Thank you James, I will definitely come back to your Branch.” - M.Fouche.

Submit a compliment on www.getclosure.co.za and let’s share your experiences of great customer service.

Engen, an Africa-based energy company, has done a stunning job of assisting one of their customers with her complaint. While dealing with Anita’s complaint they were transparent, prompt and efficient. She shared the following with getclosure:

On Sunday, 14 February 2010 a petrol attendant at the Engen filling station in Glen Marais, Kempton Park filled the tank of my daughter’s Polo 1.4 with petrol instead of diesel, after we had specifically requested him to fill up with diesel. She went into the Woollies shop and I did not get out of the car to check him. Obviously, a block further, the car cut out. I only realised what had happened after I phoned my son and he alerted me to the fact that maybe the tank was filled with petrol instead of diesel. Luckily I had asked for a cash slip, and this proved to be the case. I walked back to the Engen, asked to speak to a manager and was put on line via speed dial to Guillio, one of the managers. He immediately apologised and told me that they would pay for any expenses I incur, whether I had to rent a car, two the car to a Volkswagen dealer, etc. Upon arriving at home after a friend had towed us back home, I received a call from one of the other managers, Brandon Shaw who once again apologised and confirmed that they will cover all expenses. On Monday, 15 February, I had the car towed to a Volkswagen dealer in the area to do the necessary. I left all the receipts and documentation with Guillio just after 17;00 and this morning, Tuesday 16 February, the money was paid back to me. I would just like to take this opportunity to thank these two young guys for the absolute excellent service rendered to a customer - they were not obliged to refund me. In this day and age of shocking and non-existant service delivery, it is enlightening to see that there are still those out there we care! - Anita

Have you too received great customer service recently? If so, why not submit a compliment on www.getclosure.co.za and tell us all about it.

Well done to staff members Gail and Amanda of Sterns, who have done a fantastic job not only in resolving a customer’s complaint efficiently, but doing so in record time. A very happy customer had the following to share on the getclosure site:

“I just want to say thank you to Gail Reubenheimer from Sterns head office and Amanda from the Westgate branch after submitting my complaint in just one day they sorted my problem out and it will be dealt with now on sat morning and my Fiance’s ring will be resized for free. Great stuff Sterns keep it up.” - Derek

Submit a compliment on www.getclosure.co.za and let us know of amazing customer service you recently received.

That’s the question consumers were left asking after Icasa decided earlier this week not to look at the mobile industry’s interconnect proposal.

The proposal was to lower the costs the cell phone companies charge each other for calls between their networks from R1,25 to 89c. The understanding was that this saving would be passed onto consumers.

Although Icasa’s decision may delay consumer savings, it may actually benefit consumers in the long run. Icasa has said it costs the mobile operators 40c to carry calls over their networks.

A Tech Central article quotes Icasa saying “It is hoped that the outcome of [new] regulations will be a reduction in call termination charges as well as fair and equitable access to existing networks for all licensees.” If this comes into effect then consumers may benefit more than they would have done from the initial proposal backed by leading mobile operators.

Do you think this decision indicates that Icasa is keen to prove its independence and show that it is willing to regulate the sector in the public interest after the criticism which it received in parliament last year?

In any organisation, demonstrating exceptional customer care can go a long way to the continual success of the business. So when you have great, well trained staff like Pilate from Hyundai Automotive demonstrating such fantastic service, you know this business is going to be around for a long time. This is what Pilate had to say:

I previously visited other dealerships & the individual attention & after care has no comparison to the excellent service I received at Hyundai The Glen. The individual that brings out the excellence at this dealership is the Sales Executive ‘Pilate’ who always reassured me & kept to his promises. ‘Pilate’ just did not want to sell me a car but at the same time wanted me to be comfortable & satisfied with my choice. Pilate reassured me of the comfort in my choice. He also contacted me later that evening to find out how was my drive to KZN and as to whether I experienced any problems. I have never heard of other salesmen do this. ‘Pilate’ possess excellent customer service skills & could be a shining example to others. I strongly feel that ‘Pilate’ is highly capable of managing a team & training them to possess the rare qualities that he has. The Hyundai group should be proud of having such a person to lift up their name. Well done ‘Pilate’. Keep up the excellent work and may Gods blessings always be with you. - Neelan Veerappen

If you also have a feel good story to share then please tell us all about it by submitting a compliment on www.getclosure.co.za

www.getclosure.co.za is an independent complaints management and consumer affairs portal. Our discreet service is fast, effective and free for South African consumers and suppliers.  We have an opening for a PHP Developer with a can-do attitude.

Job description:
The successful candidate would work with our existing team to maintain and improve the getclosure site and service.

Requirements:

• Two years of experience in web application programming using PHP and MySQL
• Experience with AJAX.
• Experience with javascript - preferably PrototypeJs/ Scriptaculous
• Experience with database design/architecture
• Familiarity with mobile, SEO, wordpress and newsletters would be an advantage
• Diploma in Information Technology, B.Tech (IT) or Computer Science Degree will be a significant advantage
• Own transport
• Available for 20+ hours/ week

Personal attributes

• Good interpersonal and communication skills
• Enthusiastic, self-motivated, hard working
• Work independently, with a high degree of responsibility
• Pays serious attention to detail
• Problem solver
• Can-do attitude

Location:
getclosure Head Office, Epping, Cape Town.

To apply for the position:
Email info@getclosure.co.za by 19 February 2010 and include the following:

• Subject line: PHP application
• Attach a copy of your CV (saved as:  CV for full name e.g. CV for John Smith)
• A motivational covering letter