Mauritius Telecom (MT) is one of the most profitable companies and it is not a surprise that France Telecom (FT) wishes to increase its shareholding and control within such a cash cow. However, has this partnership been successful for the country, the employees and customer service at large? In the beginning, every one thought that MT would benefit from the expertise, staff training prospects and expansion possibility in neighbouring Africa of this strategic partner. But history has shown that the results are mitigated. If anything, the FT/MT partnership has resulted in endless rifts amongst the general managers of the various strategic business units to the detriment of customers who continue to pay their bills every month.

When I see my ex-colleagues complain bitterly about their tough work environment, I am not surprised that one of their top priorities is to be in everybody’s good books and not to walk on broken glasses. Mr. Goomany, the general manager of Cellplus, and Mr. Dev Hurkoo, ex-general manager of Telecom Plus, must have realized that the work environment is anything but conducive to productivity and customer service. When you are busy watching behind your shoulder for fear of backstabbing, your last preoccupation would be customer service. The leaders of the two MT subsidiaries are both highly trained professionals with great attitude but do they have the power to change things for the better?

But I would be anything but objective to affirm that all staff are not customer-oriented. Engineers like Johnny of Telecom Plus, Iqbal, senior technician at Cellplus, Artee at Cellplus, Mariam from Call Services or Madeleine from Customer Service are people who struck me as providing great customer service. They are of those who make a difference and work out their way amidst this conundrum of negative and unhealthy atmosphere. They are unfortunately too rare and, to boost the morale of the team, MT decision makers should refrain from playing the dirty games of promotion-driven trade unionists, political lobbies and those boot lickers who have the art of dividing and ruling.

I have received many emails from customers sharing their experiences of MT and the majority are anything but flattering. The latest reshuffling at Telecom Plus is yet another unhealthy sign that things are not on the right track. It is high time that all stakeholders sit down and reflect on the real causes of the problems, which are putting at risk their very future. Meanwhile, customers are paying the bill and the high price for the wars of the leaders.

<B>STAR OF THE WEEK</B>

Alain Nayna of MCB: This gentleman has fully grasped the notion of red carpet service to customers. Keep up the great job! Mario Laventure and Chantal of Barclays; Customers never forget people who help them in times of hardship and trouble. Savina Caussy of Telecom Plus: When her colleagues failed miserably to give good service, she handled an angry customer (me) with an assertiveness that I found great. She did not have the usual “Pas moi ça li ça” attitude but was determined to find a solution.

<B>CABBAGE OF THE WEEK</B>

Air Mauritius telephone service: Trying to reach Air Mauritius staff on 2077070 can be a pain. Blind transfer seems to be the procedure there but, barring this, the national airline has a lot to do as far as training is concerned. It is imperative that basic telephone manners be taught to the telephone staff.