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Wake-up call for Vodafone on service

Mobile companies urged to sharpen up to retain customers as Vodafone fails on basic service and price

Mobile companies urged to sharpen up to retain customers as Vodafone fails on basic service and price

Tuesday, November 15, 2005


Mobile companies urged to sharpen up to retain customers as Vodafone fails on basic service and price

Wake-up call for Vodafone on service

Anthony Ball, director at mobile phone comparison and switching service OneCompare.com comments on today’s results announcement from Vodafone.

“Mobile phone companies have been great at acquiring customers but not great at servicing customers, Vodafone are no exception. They are consistently low in the best buy tables and in our recent Customer Service Report it was evident that Vodafone had the least knowledgeable customer service staff of all the mobile networks.

Four basic questions were asked to customer service centres across all the networks but only half (51%) of Vodafone customer service staff could answer all correctly. Simple questions should be bread and butter for all customer service staff yet Vodafone are the biggest culprits for incorrect responses to straight forward questions costing customers in the pocket.”

Doubt over new Vodafone vending machines

Ball continues, “We think that buying a mobile phones from a vending machine will lead to more people to call the customer services to ask questions which makes it imperative that staff are giving the right answers or customers will vote with their feet.”

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