Finweek English Edition - - Openers -

WOOLWO R T H S sent out a call in Fe­bru­ary warn­ing about pos­si­ble con­tam­i­na­tion of some of its pet food, so what bet­ter time to give their con­tact cen­tre a call than in the mid­dle of a cri­sis.

A real per­son an­swered the num­ber listed on the Wool­worths web­site within 10 sec­onds, which is al­ways im­pres­sive. I was con­cerned that I would have to call a dif­fer­ent num­ber to get the in­for­ma­tion I was look­ing for, but I was trans­ferred to the cus­tomer ser­vice desk and once again I had a real per­son pick up the phone within 10 sec­onds.

Con­sid­er­ing that this had been high­lighted on a lo­cal Jo­han­nes­burg ra­dio sta­tion less than an hour be­fore, I was im­pressed with the speed with which the call was an­swered both times.

The agent was able to an­swer all my queries about which prod­ucts were be­ing re­called and what I should do with the prod­uct that had al­ready been pur­chased.

The only sug­ges­tion I would have in han­dling this kind of sce­nario would be a more ac­tively ques­tion­ing at­ti­tude on the part of the agent. I had to ask what I should do if I had al­ready given my dog some of the dry pel­lets in ques­tion, and I thought that this should have been one of the first ques­tions asked of me.

Wool­worths prides it­self on be­ing a good cor­po­rate cit­i­zen, and the han­dling of this is­sue backs this up im­pres­sion.

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