16 March 2007

ADSL South Africa (Broadband South Africa), 26 February 2007

Head of Customer Service at iBurst, Ed Hall, has decided to leave iBurst for greener pastures. His last day in office at iBurst will be on the 16th of March.

Managing Director of iBurst, Alan Knott-Craig, commented: “During Ed’s tenure iBurst was consistently ranked 1st in customer service polls and he added a truly human touch to our interactions with our customers” (Ed Hall to leave iBurst, MyADSL, 22 February 2007). In other words, Ed was clearly an asset for iBurst where interactions with customers are of a concern.

What about specific achievements?

The following achievements can be attributed to Ed’s efforts:

• Launch 24/7 customer care call centre – Ed played a vital role in ensuring that iBurst’s customers get support 24 hours, 7 days a week.

• Customer care blog – Ed “…took transparency to new heights with his regular customer care blog where any customer could raise any issue online and directly with Ed” (Ed Hall to leave iBurst, MyADSL, 22 February 2007).

Any specific reason why Ed decided to leave iBurst?

Well, nothing that ADSL South Africa is aware of except the common reason of seeking greener pastures.

Who’s going to replace him?

It’s unclear at this stage who will fill Ed’s shoes at iBurst but we hope it’s someone that will choose to build upon the foundation Ed’s going to leave behind.

Although ADSL South Africa will not give Ed 100%, because we all make mistakes and there were clearly cases of poor customer service under his ‘reign’, we shall go as far as to say that things could have turned out for the worse if he was not around.

ADSL South Africa (Broadband South Africa) wishes Ed only the best of luck in his future endeavours.