Everyone has #L1 support war stories. But sometimes they're good experiences.
I changed my email address for #CapeTown rates bills yesterday. I called the call centre number with the usual trepidation. But after only two press-number hops, Marlon picked up the phone.
He quickly changed my email address. I had called at a good time to do this, he said, since Cape Town Municipality are now phasing out postal bill delivery. The L1 desk has the new task of getting everyone's electronic contacts working. He said he was grateful I'd called, since it was one fewer check to do out of the hundreds of thousands remaining. Because many people don't have email, the alternative is invoicing by SMS, which makes sense.
Then he tested my update by re-sending my current bill, and he waited on the phone until I received it.
I told him he did a great job, that I enjoyed learning about CT's disciplined contact update, and about their creative and well-informed use of the L1 desk.