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.