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Ill at ease

CHRONIC MEDICATION is for many an unfortunate fact of life. And medical aids dictate who can supply your chronic medication. The days of choosing the local family pharmacy that knows you by name and when last the tooth fairy visited your kids are long past. Now you’re stuck with faceless, nameless – and in most cases, automated – voices that have as much interest in your medical condition as a tooth fairy visiting the elderly.

But I digress. Back to automated voices.

So I prefer personal service. That’s a given. But sadly, it’s on its way out... just like your name. Names are no longer required. Your customer number is. Without that you don’t exist. But to give Chronic Medicine Dispensary its due, while I did have to wait for four minutes in the automatically counting down queue, I did – after speaking to a second consultant, the first being unable to assist and merely repeating what appeared on his screen – get professional assistance and resolution to my problem.

I guess in today’s fast-paced impersonal service industry I shouldn’t quibble about something that’s not going to change. And I got what I wanted... decent service.

SCOREBOARD

Time taken to answer a call: 4 min

First impression: 2/5

Ability to answer query: 3,5/5

Courtesy of agent: 4/5

Overall score [not an average]: 3/5
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