No, I had never read this book. But can relate how the business world has changed today. It's amazing customer service experiences.
Case 1
Went to TM Point to submit application to terminate one fixed line and to transfer one fixed line. They got me waited one hour plus for that. Accepted and not complaining about that caused know TM customer service expectation well.
At the second day morning, the TM contractor called me and come to transfer the fixed line, and at the same day, my other line was terminated too. All happened in 24 hours, double thumbs up for a company that we did not put much hope on its customer service.
Case 2
Did not buy in to Astro idea to subscribe the value for money Super Pack, instead choose to cut down the number of packages, and to subscribe the new HD package. Submit the change at Astro service center at 5pm, and when I reached home later, the new package is already in effect. And I'm going to miss the Tour de France.
Now, I'm eagerly waiting for the Astro installer call to upgrade my unit to b.yond. Hope they will have the same response time as their service centre.
