David Wong, vented his frustrations in the Forum Page of The Sunday Times on 6 July 2008.
He said, "After reading last Sunday's letter by Ms Pauline Quek, 'Indifferent local sales staff drove her to shop elsewhere', I would like to share my experience in dealing with two telcos.
I had been a SingTel mobile line user for 10 years, but as true number portability is now available, I wanted to shop around for the best deals. I visited a SingTel shop at Tampines Mall recently and was served by a young customer service officer.
Our exchange which lasted 30 seconds, went thus:
My question: "When is my contract due for renewal?"
Answer: "Already due."
Answer: "Is there any special discount or rate that you can offer your loyal customers?"
Answer: "No, the rates are all reflected here (in the leaflet). We do not have any loyalty programme."
Professional but cold service. I left and went to a Starhub shop in the same building.
In contrast, its service officer was very friendly He greeted me with a big smile, apologised for the long queue, and explained to me the rate plans and hubbing service very patiently. He even advised me not to switch operators if my contract was not due for renewal. I greatly appreciated his personal touch, so I made the switch to Starhub.
Companies must remember that, all other things (such as rate plans and coverage) being equal, good customer service can give them an edge over their competitors. Starhub won me over with its great customer service. I am sure I will be a loyal customer for many years to come."
Now, let me give you my take on what happened at a newly-opened Starhub retail outlet at Marina Square.
There was a short queue outside the shop because of its offers and special number promotion. I joined the queue and a young male service officer with a funny hairstyle - must be a part-timer, perhaps a poly student - approached me with flyers in hand. I explained that I was eyeing an special number and he asked me for the one in particular. When I asked if it was available, he told me I had to ask at the counter. I asked why he he had wasted my time asking and even circling the number in the flyer when he knew I had to ask at the counter? He walked away. Another young girl approached and asked which model of phone I was interested in. I pointed it out in the flyer and asked if it was still available. Yes, you've guessed it - she said I had to check with the counter staff!
I left the premises and walked back to the Starhub Roadshow at Basement 1, Raffles City. Here, a young male service officer in a Starhub t-shirt, patiently explained their Mobile Broadband services to me. I indicated that I was interested but in the next moment, he refered me to a scruffy-looking young man who was not in uniform, explaining that the administrative work would be handled by him. My protestations fell on deaf ears.
The second chap got me to verify my particulars and told me to sign at the relevant spots. Then he pushed the contract agreement and coldly told me to read it before signing. I thought this was stupid and mentioned it to him. A young girl in uniform then took over and with her broad smile, tried to defuse the situation. When she got me to verify the plan I wanted I discovered that they had recorded the wrong plan in my application form. I had already told the first service officer that he should not hand over my application to another chap, for, despite his briefing to the latter, I knew there would be mistakes. Indeed, it happened!
But she was different and more efficient - she ticked off 3 salient rules in the Agreement and explained these to me. She said that the others were not that important to take note of.
Well, she got my mobile plan rectified, and, with that broad smile on her face, she handed me my hardware - a Huawei mobile modem. The encounter must have taken 20-25 minutes in all.
My point is, are all Starhub's counter staff properly briefed and are they knowledgeable in the products and services offered. Why are there staff who are not in uniform?
7 comments:
I totally agreed with you.
I think the staff are simple could not be bothered to deliver a good serice maybe because they are on 'sales' or some promotion and that they don't mind customer leaving as plenty will come later? That's the reason why some of them are simple too LOUSY in customer service.
I prefer starhub to singtel because starhub's customer services are great provided you get those in uniform because they have been through courses.My family, have been a loyal customer and starhub always have great offers if you are a hubber and loyal. I get a $100 off for a renewal of contract. So now, i get my new hand phone for free. =)
I believe those not in uniform, aka part-time staff take no pride in their work. Thay simple pay no attention to you and can answer your doubts on the plans and stuff. In the end, you need to find those in uniform to clarify your doubts. Then why in the first place starhub hired part-time workers when they help you to lose customers instead of attracting them?!
Part-timers are hired during peak and promotional periods when there is a surge in walk-in customers seeking the best bargains. I believe the 3 telcos keep their full-time staff to the minimum to cut cost and increase profit margins. These staff take pride in their work and are apropriately trained as customer service officers.
Part-timers are something else altogether. The are here-today-and-gone-tomorrow type. That's the one I encountered at Raffles City. Both the uniformed service staff were well-informed and polite.
However, in today's context, since 13 June when full-number portability was activated, the 3 telcos are actually taking their business and customers more seriously. Handphone penetration in Singapore is one of the highest in the world - that means that almost everyone here has one, with some others owning two or three sets.
So you see, customer loyalty has taken on a new meaning. They switch telcos on the slightest excuse - it's a dog-eat-dog situation.
hello mr low . jasmine here . (: singtel customer service operators are nonchalent always . i've encouter it before . :( anyway , how is your health now ? take care
Hi Jasmine, nice of you to drop in and leaving your footprint here. Well, I must say that I'm in the best of health :-) Thanks.
Is it too late for me to point out the mistake? I was just wondering. Anyway, I suppose it's "My question" after the first answer. Please don't blame me for having a pair of hawk's eyes -- you wouldn't want to enrage God. He, who created me the same way as everyone else.
Post a Comment