Kudos to MPHO RAMABULANA
MPHO RAMABULANA is a customer service hero. 15 January 2021 I called Cartrack to cancel my service with them because I had sold my car. The first phone call I made to CarTrack on the 15th I spoke to a consultant who told me she did not know whether my monthly payments were paid in arrears or advance/prepaid and insisted I have to serve a 20 day cancellation notice even after I told her I was not advised of this on my previous enquiry for cancellation done on the 3rd of December 2020. The consultant stated that the reason I was possibly not told about this 20 day cancellation was because maybe the person I was speaking to was not authorized to give me information on cancellations which sounded like utter nonsense considering the reason for my call was to enquire on the cancellation process. When I asked for a call retrieval she advised this can only be done at a CarTrack office so I need to go to a branch (is she even aware of the pandemic in SA, I asked myself). The consultant then said only accounts could advise if my account was paid in advance/prepaid or arrears and upon realization that she just had no understanding of what I was saying I asked to speak to a supervisor or manager or alternatively transfer me to accounts or someone who could help me. She then said she was transferring me to account which resulted in her dropping the call. I then called back and went through to accounts and spoke to Sonia whom I explained my issue to and she advised my account was paid in advance but she could not assist me with cancellation I will need to be put through to client services which she assisted in transferring me to. In comes MPHO RAMABULANA to save the day and reputation of CarTrack. I explained my issue and she swiftly assisted. I even asked her if my account was paid in arrears or advance/prepaid and she advised that my account was paid in advance without a second thought. The customer service environment is one that implores for first call resolution to make companies great. For this to happen consultants need to make sure they understand the query from the customer which Mpho did effortlessly needless to say I was a bit frustrated by the time I was speaking to her because of my experience with the previous client services consultant. MPHO RAMABULANA saved the day and is the only reason I am happy to give such a high rating to CarTrack and consider using them for my new vehicle. To know that customer service heroes like MPHO RAMABULANA exist within the CarTrack team gives me hope in rejoining CarTrack in the near future.