Letters to the Editor

Customer service excellence at NHF

Friday, September 29, 2017

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Dear Editor,

I was pleasantly surprised to receive what I consider first-rate customer service at the National Health Fund (NHF), a government-owned agency.

So pleased am I that it would be unfortunate of me not to recognise the agency and staff.

I had reasons to call the NHF with regards to a number of drugs that I desperately needed for a family friend, and was totally blown away by the speed with which the phone was answered and the expert service offered to me by an individual who introduced himself as Ainsley Jones.

The gentleman came across as very knowledgeable, caring, understanding, and professional. He took the time to walk me through the process for accessing the drugs, accessing the NHF card, and even offered further advice.

I would encourage all government agencies to take a page from the NHF's book and ensure the agency is represented by individuals who are able to offer high-level service to customers.

Kudos to the NHF for surprising me.

A Foster





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