By Nonduduzo Kunene | 2020-02-27
THE Scholarship Consortium has since suspended one of its employees who was recorded in an audio clip having an unprofessional verbal altercation with a beneficiary she was supposed to assist in the recovery of the study loan.
Scholarship Recovery Project Manager Khanya Magagula, during a press conference apologised to the beneficiary who was badly addressed by the staff member and everyone who was affected by the uncouth behaviour of the employee.
Magagula added that the suspended employee will face disciplinary action for the misconduct and for putting the consortium’s name in disrepute.
Magagula condemned the employee’s act as he said it was not in line with their values.
He said his team’s core values included mutual respect and cooperation, which was not upheld during the said incident. “Our standards are high and we have made commendable strides in this important national exercise,” he said.
Magagula added that the consortium was an institution of excellence and was committed to working in a respectable manner with beneficiaries of the study loan. He further stated that to make up for the mess created by the employee, management has since contacted the beneficiary and also apologised for the unpleasant behaviour he suffered.
The manager added that the employee has however acknowledged her mistakes and took full responsibility for her actions.
Following the incident, Magagula said their staff members would be exposed to a refresher course, where they would be taught on telephone etiquette and customer service. In a bid to maintain quality and diligence on their part, the manager said they would monitor all calls on a daily and weekly basis.
The consortium has also set aside contact details where members of the public can report uncouth employees and bad service. Members of the public can contact the Project Coordinator Gugu Mahlalela at 7962 6835, Project Manager Khanya Magagula and the Ministry of Labour and Social Security Scholarship Department at 2404 1971.
Post Your Comments Below
United Holdings, through one of their subsidiaries United Life Assurance (ULA), has assured that ...
All material © Swazi Observer. Material may not be published or reproduced in any form without prior written permission.
Design by Real Image Internet