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So I thought it was only on South African memes where service providers diss customers for calling them out (of which I still don’t know whether they are just memes or it’s actually a sincere response from the customer ‘care’ department), but well Zim seems to be joining the trend and in this particular case I am certain they were being serious.
See my biggest problem with the ZOL response is that not only can I feel the arrogance behind the keyboard warrior, but the response doesn’t in any way address the claim. The claim is their advertising is misleading and the complainant has proof for it – his own experience. ZOL in its response does not dispute the authenticity of the claim at all, but rather bombards him with more excuses and this time seasons them with some bad attitude.
Yes they might be experiencing some trouble or delay from the city of Bulawayo but the point is, why accept the money or payment before dealing with that problem first? Why did they promise people something that was beyond them? Why not address the ‘policy issues’ first before getting people’s hopes high? If it was a problem with a specific area then they should have kindly asked him to just register and then pay after everything is sorted – it’s that simple!
I get it, being criticised in public can be so infuriating but ZOL really??? It’s one thing to be called out for a total lie but it’s another when you are 100% guilty. However, in both cases if what you’re saying or doing represents something greater than just yourself, then you better learn how to keep your chill because whatever you say is exactly what we will take home and associate it with whoever or whatever you represent. And right now we think ZOL is downright rude and unprofessional despite the fact that it was just a few (or even one) individual(s) that put up that post; and believe you me we will think that for a very long time…
As we speak, ZOL has profusely apologised for the misconduct but tell you what, the initial response is still stuck in our minds.
I also realised from the comments section that people were highly appalled by this incident, most likely because they could relate and that is not a good thing. It really gives us an idea of how bad the customer to customer service relationship in Zimbabwe is. Not only does this happen on social media, but I’ve personally bumped into quite a number of customer service representatives who tend to wake up on the wrong side of the bed more often than not (or basically just sleep there!).
So maybe this is a wakeup call or a reminder to all entities that deal with the public that customer service representatives or Public Relations officers play a critical role in their branding, so they should really invest well in them!