Dear Editor,

One Communications, formerly GTT, has a branch located on the upper floor of Giftland mall and a smaller kiosk on the bottom floor. This office provides a number of services including cell phone sales and support service, MMG, and payment of bills. Each service takes up a different time with an agent. The most time consuming are customers dealing with phone issues while the fastest moving lanes are those dealing with MMG and cash payment of their bills. There are a few things at this office that complicates customer service. Firstly there are no signs, except for MMG, to state which agent is dealing with which service. Customers have to assume which line to enter and oftentimes end up at the counter – after standing for a long time in a line – only to be told that they have to join another line. Simple signs over the heads of the agents can direct the customer to which agent to go to deal with their issue.

Another major customer woe is that those paying their bills with a bank card are made to join the line with those having phone queries/issues. There is no way a bill paying customer should be made to join the same line as those dealing with phone issues. It adds on a minimum of approximately 5-10 minutes of waiting time for every customer that is in front of you. If there happens to be a few phone querying customers in front of you then you end up waiting a very long time to pay a bill while those paying by cash are in and out of the store in a very short time. This is utterly unacceptable! Why can’t the same agent dealing with cash payments also process bills paid by bank cards? After all, the card machines are mere centimeters from that agent. And in this day and age multitasking is part and parcel of tech agents. So a minor change in the service of a tech agent can bring about much improvement in the company’s customer service.

Lastly, the operating schedule for the kiosk on the bottom floor is erratic. It needs to be more streamlined since it can immeasurably improve customer service. And what happened to the vending machines? They have been colourfully repainted with the new company logo but remain inoperable for many months now. Here’s hoping that the management of this branch of One Communications take these few simple suggestions on board so that its customers have a less burdensome time when they visit this office. Customer satisfaction must be paramount.

Sincerely,

M. Abraham