Is SA ready to welcome the world?

For example, while the food retail and petrochemical industries performed well, the medical aid and government sectors performed poorly regarding perceptions of overall customer service. While competition between companies is driving some service improvements, consistency within and among industries is sorely lacking.

“Unfortunately, whether due to apathy, time constraints or not wanting to cause a fuss, many South Africans tolerate poor service without speaking up," explains Patrick Deale, a director of getclosure!, a web-based service that assists consumers and businesses to resolve customer complaints.

Service ethic

Claiming that improving the service ethic of South African organisations is a “national imperative,” getclosure! has challenged consumers to be far more vocal if they want better service in South Africa. With less than 840 days to the start of the 2010 FIFA World Cup, the clock is ticking for South African businesses to prepare for the anticipated estimate of 400 000 visitors, many of whom we would want to return home having had positive experiences.

Clearly the pace is picking up, though, as Government is preparing to table its Consumer Protection Bill before the end of this year as part of its efforts to improve SA's socio-economic landscape.

“We want to instil a culture in which good service is consistently delivered by all SA organisations,” adds Deale. “Consumers taking the time to alert a business to a service issue or dissatisfaction with a product gives organisations the opportunity to restore their reputation and retain loyal customers. Businesses should look positively on all feedback they receive from consumers as a chance to learn and right things that may be wrong.”

“Onus is on businesses”

“To deliver service excellence, the onus is on businesses to be as proactive as possible to encourage, listen to and most importantly, respond to customer feedback,” says Clint Payne, manager of customer care at CellC. “We appreciate the simplicity and effectiveness of the getclosure! service to address issues raised by customers who prefer to use the Internet as their communication vehicle of choice.”

In addition to its online complaints service, getclosure! is a resource for a wide variety of consumer affairs-related information, including links to numerous alternative complaint channels. Getclosure! lists nearly 200 remedy providers, ranging from online whinge sites to ombudsmen who assist in addressing complaints that have not been resolved to the satisfaction of South African consumers.

For more information, go to www.getclosure.co.za.