In a broadband environment populated by a multiplicity of players, consumer choice is often influenced by experience. There are many reasons to select a service provider: cost, choice or credibility, but for iBurst the most important is customer service and customer experience.
As a team, we believe that positivity is an important aspect of customer service. iBurst prides itself on its positive environment and positions itself in contrast to the stereotypes of some customer service employees who confuse and annoy users with jargon and technical information that is often inaccessible to the person in the street.
The many responses we receive from satisfied iBurst customers highlight our commitment to a positive customer service experience, with friendly staff and excellent technical know-how always part of the deal. iBurst understands that some subscribers may lack technical know-how and treats all its customers with friendliness and respect, as Julie Payne recently told us.
Julie emailed us “to commend your support staff at your help desk for their unwavering efforts and patience when dealing with our ‘layman’ issues, no matter what time of the day or night.” She singles out Richard Selowa, an iBurst tech support staff member, well known for his efficiency and service.
“In particular, I must draw your attention to the lengthy late night session I had over the phone on Saturday night with Richard Selowa, who guided me through the anti-virus setup, step by step, with the greatest tolerance,” she says. “He was efficient, helpful and friendly throughout, and ensured that my ‘problem’ was resolved 100% before terminating the call.”
Julie goes on to recognise another customer service representative, Yonda, who helped Juliet to set up her Outlook Express program. “She remained enthusiastic and most helpful despite my irritation at times through limited IT understanding on my part,” she says.
At iBurst we believe that a positive environment creates positive employees, who in turn communicate that positive experience to customers. Being open to constructive criticism means we are a learning organization that welcomes all kinds of feedback from customers, but we are especially proud of the compliments we receive regularly.
Quick response is imperative in a digital realm and iBurst is well known for its speed of response. Glen, another satisfied customer, told us he had “only ever seen response times like this in Germany!” Glen says, “Well done, imagine what state our economy could be in if only we had companies and people like you at the helm – keep it up!”
Leandri Wilders was equally impressed by the quick response. “Spoke to Kevin, who amazingly assisted me by re-installing and setting up iBurst internet and e-mail in under seven minutes! Thank you so much Kevin! I really appreciated your assistance…..Never knew it could be that easy!” she told us recently.
And iBurst customer service agent Lesego received kudos from a satisfied customer, Cheryl, because of a winning attitude. “Just to say a very big THANK YOU – I have deadlines to meet which I cannot do without my research tool – the Internet. Not only helpful, but such friendly service is rare, so again, thank you!” iBurst as an organization believes in a friendly, helpful approach to issues and challenges. The company culture talks to the need to be available and welcoming to customers and translates into a support experience that we believe is unparalleled.
And of course, our employees are well-versed in the intricacies of broadband set-up and trouble-shooting. Gert J Labuschagne recently praised Justin, an iBurst technical support representative, for his knowledge and willingness to help.
Gert explains, “As I work in the Service industry I know how difficult customers can be at times. Although my question was not an easy one to resolve, you not only dedicated time to find the information that would assist me to be able to use my I-Burst card with Linux, you also notified me that you would email me once you have found the information. I was truly surprised when I received your email not even an hour later with the information and recommendations. With past experiences I would not have received any feedback once the call has been ended.”
These are just a few of the many testimonials we receive regularly from satisfied iBurst customers and they reflect what we stand for at iBurst: friendly, efficient, knowledgeable technical expertise that goes above and beyond to ensure happy clients.
Here’s what some other clients had to say about the service they have received this year:
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Hi,
My customer experience was great for the first time ever with iBurst, and I wanted to thank you.
Keep it up.
Prince Thabo Mawela
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Good afternoon Carlos
I have recently bought an iburst modem and had some difficulty setting it up for the first time, even after calling the helpdesk. After speaking with the salesperson (Lesley Toolo) he organised that Peter come out to my house to have everything checked etc.
I would like to use this opportunity to compliment Peter on a couple of things:
a) He was on time. It had to be early-ish on Saturday as I had to be in at work, and I was not looking forward to waiting for anybody.
b) Peter almost immediately knew precisely what the problem was, and even answered my FDU questions without resorting to too much jargon.
If all of your employees are as knowledgeable and friendly as him iburst would stay one of the leading companies in South Africa.
Cheers,
Regards,
Juan Jager
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Hi Jeane
Big thank you !!!!!!!
It would seem that all is well and working normally, so far, please thank CJ the technician for his help.
Regards
Trevor
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Att: Neil
As you know we have recently joined iburst as our service provider and i wanted to let you know that your help when we lost our signal due to moving has been nothing short of outstanding.
We really appreciate that you went out of your way to get us back online quickly and way beyond the call of duty explaining how things work concerning extra services that you provide and how they work.
Thank you for the extra address, this will really make life easier.
As to your suggestion that we get the iburst phone to alleviate our mtn signal problems, we would like to order it and my wife will be phoning the call centre today to do that.
Once again, thank you for your excellent service.
Regards
Jaco Corneleus
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Hi Shaun
Instead of always contacting you when I have a problem I am deeeelighted to contact you just to say I dealt with Kevin Zwane at the call centre who was a STAR. He checked that we could have the iburst email account names we wanted & then called me back this afternoon to talk me through setting up the default email account to iburst. I wanted some time to email everyone from my old Telkom account. I was very impressed with him. Often when people say they will call you back they don’t, so ‘snaps’ to him!
Cheers, Jacqui
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Thank you Justin and much appreciated.
Please forward my email to your management as a recommendation. As I work in the Service industry I know how difficult customers can be at times. Although my question was not an easy one to resolve, you not only dedicated time to find the information that would assist me to be able to use my I-Burst card with Linux, you also notified me that you would email me once you have found the information. I was truly surprised when I received your email not even an hour later with the information and recommendations. With past experiences I would not have received any feedback once the call has been ended.
Thank you for the great service and dedication that you have shown to assist me.
Regards,
Gert J Labuschagne
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I would very much like to recommend the service of Ms. Phelabi who advised and helped me with the most friendly and helpful attitude, in buying new bandwidth. As I am rather pc. Illiterate, she helped my step by step, without getting impatient, and in a gracious way. Please, I would like this lady to be recommended, and to let her know that I sent this letter to you.
Many thanks,
Roy Senekal.
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Dear Sirs,
I would like to tell you that your employee, Atish, helped me so much this morning when I had to connect my laptop to IBurst. He was incredibly calm, patient and is such credit to your company.
Thank you so much, Atish!
Best regards,
Trish Tunmer
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Dear Callia,
I recently had a glitch with my new Webfone, however your friendly repair guy Peter came past and went beyond the call of duty to get my Webfone sorted J
Thank you on a job well done.
Sincerely,
Adi Kaimowitz
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Hi Mr Dladla,
I would like to take this opportunity to commend I-Burst on its abilities to hire very capable staff!!!
Specifically referring to MissMrs Pheladi for her very well mannered and very capable skills over the telephone. She very delightfully helped me with her excellent telephonic skills as well as her excellent knowledge of the iBurst product and troubleshooting.
I hope to have such excellent services in future.
Well done and Thank You for your help Pheladi
Regards
Feroz Essop
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Good morning
My name is Juanita I would like to bring something under your attention.
I had some problems with my IBurst modem & Nashua Mobile, nobody was willing to assist me and the service I received was terrible. Until KAGISO MERE from IBurst helpdesk called me. He assisted me in a very polite and helpful way. And after a struggle of a month and a half to get my modem working he helped me and fixed the problem within a day.
I would like to Congratulate KAGISO MERE on excellent service he provides me with really great service and he was really helpful . He was willing to do anything he can to help me. He is a Great Consultant and deserves a big thank you for all the trouble he went through in helping me.
With a Consultant like KAGISO I am 100% sure that all IBurst clients must be very pleased with his service.
Once again thank you for the excellent service and high standard potential and help. THANK YOU KAGISO!!
Regards
Juanita Pretorius
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I have recently bought an iBurst modem, and struggled with the set up which then prompted me to call your customer service department. My call was then answered by Earl Appolis. What an employee he is, not only was he patient and knowledgeable he was also very efficient, professional and diligent in his whole approach towards assisting me. I personally rate his services VERY HIGHLY and strongly believe that every company has to have their own Earl. To him I say keep up the gratifying good work that you are doing.
Thank you once again looking forward to many years of satisfying relationships with the group.
Regards,
Refilled Mfete
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Hi Carlos,
Just wanted to pass on a compliment. Farrel did an excellent job. My iBurst signal, while not Ferrari speed, is much more stable and I found it nice to use, so I am very happy. He also set up my router and added the other PCs. Thanks to him for a super job. You have really great guys on your team.
Just thought I’d let you know.
Regards
Gina Shepherd
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I was confronted today with an update from Microsoft that rendered my internet connection void. I have had a few difficulties with connecting to the internet over the last three years but today that was not possible. Via your help-line, Ivan laboriously took me through a process of re-establishing the connection; this was in Microsoft terrain and was expertly handled by him. I could not ever have achieved what he accomplished. His effort was impressive and he is a credit to your organization in that he did not confine himself to iBurst's area but went beyond what could be called his duty. I am indeed impressed. The reference number of the interaction is 376028.
Keith Hutcheson
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Hallo Renier
I would like to thank you for your assistance and getting JP to come to my house for the iBurst connection. CJ is very professional and did a great job. I now have an acceptable signal strength.
Much appreciated.
Ludwig Weiss
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Dear Freedom,
Thanks for your very prompt reply. Your action shows the reason as to why iBurst gives such a very good service. Attached, you will find my Subscriber Migration Form. Please let me know when my migration will take place.
Thanks & Regards,
Peter A Davies
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TO WHOM IT MAY CONCERN
I wish to point out the very good service I got from one of the iBurst staff yesterday. His name is Conrad Lourens. He was pleasant and well trained. So many people seem miserable in their jobs these days, and they forget to value their good fortune in having a job at all. Conrad Lourens does appreciate his job and he should go far in life because he is courteous and willing to help.
Renee Webber
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Dear Joachim,
I phoned in to your helpdesk tonight very frustrated after not being able to access my iBurst account for two days. I was assisted by Lawrence Pitsoane. Lawrence coped very nicely with my frustrations and assisted me to resolve my issue very professionally.
I would like to compliment Lawrence on his professionalism. I was extremely angry and did not feel that he was listening to me, in the end it was I myself who was not listening to Lawrence. He kept his cool and sorted me out to my own embarrassment.
Thanks Lawrence for understanding my problem and for directing and guiding me to my solution.
Apologies for my frustrated tone of voice and I also for my anger about the frustration. You were truly the more mature and better man and I thank you for the invaluable lesson that you taught me through the manner in which you responded to me.
I would like to wish you every success.
Kind regards,
Willie Labuschagne
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Mr Morris
My name is Andile Sigasana, customer from Cape Town, I would like to inform you of one of your staff by the name of Mr Kevin Mazibuko, who has assist me with my outlook query.
I must say the guy knows his story with regards to his JOB DISCRIPTION, is to provide EXCELLENT service to customers, well he did just that but also went a mile extra by helping me to reset my toolbar to make it easy for me to excess my email, internet i.e.
So, in short, WELL DONE KELVIN, KEEP UP THE GOOD WORK!!!!
Yours Truly
Andile Sigasana
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I would like to commend Kevin Mazibuko for the outstanding service he gave me on 24.7.08. His knowledge, expertise and patience is amazing! I am a newcomer to computers! I am not blonde, but dumb!!!!
Thanking you and Kevin
Much appreciated
Gail Alexander
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To whom it may concern,
Although this letter is written late this in no way indicates that the compliment is less heartfelt.
I contacted your support desk and was attended to by a gentleman by the name of Atish (Ref. for the call is 375379) his manner was impeccable, his sense of humour fantastic and his help awesome.
He clearly knows the product and is able to convey what needs to be done in a way that even we 'computer challenged' people can understand.
If all your staff is this competent and knowledgeable then I am certainly very happy with having chosen IBurst as my internet provider.
Kind regards
Sabrina Cuerden
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Hi Jeffrey
Thank you for your quick response and very good service delivery that I got from you. I hope you email this mail to your superiors for credit is due to you.
Regards
Thomas Reyneke
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Hi there,
I was just on the phone with one of your call centre agents – Elizabeth. I think you should know she was very helpful and professional in ensuring I was given the correct information.
Regards,
Nicole
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Good Morning
I would like to take this opportunity and thank you for the good service provided by one of your agents. She was very helpful and friendly. I think her name is Thelabi.
It is not likely that you get such good customer service during the abnormal hours of the morning. Her work is outstanding, thank you for the wonderful stuff you have, well trained and mannered! Top class.
Thank you.
