Wednesday, June 25, 2014

How's your customer service?

Salam and good morning.

it's been a while since my last post (yes, i say this each time i write a post). Well, the thing that triggered me to write today was due to the incident that happened yesterday. Before i start, i should remind u that this post isn't about me, sabotaging an organisation or whatsoever but one should be reminded that as a customer, i have freedom to do so and my post today won't be that aggressive coz i'm not a good writer and i am here to speak just for the sake of sharing and awareness. okay enough for the introduction.

Actually i was about to tweet about this when i realised that "Tweeting is not enough. i should blog about this!! (monolog dalaman)" so here i am, after a year or so, blogging about some random topic about the incident that happened to me yesterday. Here we go. 




Yesterday, somewhere around 4pm, i was at the office doing my work and my IRDYNA HIJAB updates at the same time. Call me 'mengular' but i did finish my work okay. really jia? okay now,i was doing my work right, when my phone rang and the number that popped up wasn't exactly the number that i had in my address book. and at first i thought, nay...just ignore it. Unfortunately, i didn't listen to whatever my head told me to, so i picked up. 

The first 3 seconds i heard his (he sound a bit like a woman and i started imagining that he wears braces with a super neat haircut and hair gel to die for) voice. That's not the point though. The moment he started introducing himself, i knew that i've made a big mistake but i calm down and decided not to cut the conversation, YET. To be frank, we know where that was going. A bank, calling u, trying to get u to invest or take loan or insurance scheme. Where do u think this is going? well i know. He kept on talking and i replied "uh hmm...yea...okay..i know..uh-hmm..." malas layan tau but i decided to listen to him just because i felt kesian.

Public bank called me twice and i told them i was in a meeting and asked them to call me back. It's true u know. i thought the meeting was gonna finish early but i was wrong. they continued to discuss for maybe like an hour or two. ok that was last week. So he recalled that and said "u asked us to call in 1 hour time but u didn't pick up." i started to feel that "eh?are u trying to judge me or something?(monolog)" but i stayed cool and layan his explanation on scheme. I know it's their job to convince their customers but oh man the way he spoke to me was like shit. there u go. The conversation went on and on until he asked me whether there's anything that i didn't understand. So i took the chance to tell him that i got what i need for now, don't think i need these policies just yet. Before i got to finish my sentences, he cut me off and explained the relevance and advantage of his scheme. Yes, i waited for him to finish explaining things and spoke to him in a very very very nice way, telling him that i wasn't interested and i think i got what i need for now. Guess what?

What? (your monolog dalaman)

He cut me off before i even finish my sentences and...... HUNG UP!

Now, is this how your customer service center should be? i am super disappointed. we, as a customer understand that u're stressed at work just like everybody else but it's ur job to call and entertain ur customer politely. The other day when i received a phone call from girl also from the same bank, she was so polite that i was so amazed by the way she handled the situation. tabik spring bro! 

but when i faced this kinda situation, it came through my mind that they should look into it again and see where they went wrong. Customers aren't right all the time, but u can make them feel right indirectly by reverse psychology. it's not that hard pun kamon. T_T 

My advice to all who works in customer service department, please please please respect your customer and entertain them with respect. Don't be rude. Please. This might seemed small but u'll never imagine the power of customers. They can do wonders. ur ups and downs are 80% depending on ur customer's support and satisfaction. I hope u understand.

so that's the end of my story. Yes, i did mention about the bank that called me. i hope they read whatever that i'm writing today. Thank you for your service Public Bank. 

p/s : i realised that i didnt have much time for myself lately since i launched my IRDYNA HIJAB. feel free to follow us on instagram and facebook yea. Please have a look. I put my heart and soul into this. Hope u like it! :)