Business At The Speed of Thought

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.

Customer Service OR Customer Demanded Service (II)

Was having some technical glitches when subscribing to a mobile provider data package October this year. After subscribing to the data package from this telco, I didn't get the confirmation SMS, but I thought the subscription was successful and was using the data connections. One other successful subscription triggered my suspision that I was going to get a massive phone bill, spoken to the customer service officers few time to try to sort thing out ...

1. First call: I called too early, I was advised to call them again when I got my bills. (Okay...)

2. Second call (2 days after I got my bill): The customer service officer said my bill was okay, and did not get what my complaint was. After some explanation, only to find out that she was still looking at the previous month bill. (Gosh!) She said she will follow up and call me back again.

3. She did call one week later. (Good follow up) She said she had checked with their technical team, and it's all my fault, coz I did not wait for the subscription confirmation SMS before started to use the data service. (Well, she did her home work, good job!) Hence, they would not offer any goodwill to waive my data usage, they only offered a goodwill reduction of RM8 out of the RM160 data charges. As it was not fully my fault in this case, I had some strong argument with her, and she said she would check (probably with the management) and would call me back again.

4. She called me again 5 minutes later, explained to me (which I have forgotten what now ...) my usage time was from 2 p.m to 6 p.m., and they have to charge me RM48 based on my time usage. Well, this explanation really triggered my anger, if they wanted to be that detail, I was actually using the data connection for 2 hours only i.e. 2 p.m. to 3 p.m. and 5 p.m. to 6 p.m. It made me mad when this company is so calculative. I just cut the conversation, "Is this your final offer?", "Yes!", "OK, I do not agree with your offer, but I'll still pay, and I'll get my line out!" I figured out it's no point to be loyal to a telco that's so calculative. (Wow, just found out that I was with this telco for more than 8 years already!)

5. 10 minutes later, the customer service officer called back and said they would waive the full RM160 data charges. Why? Why tried your luck to squeeze the most out of your loyal customer? Why can't just make a goodwill call and make your loyal customer happy, and you'll get more in return? (I was planning to subscribe to the monthly data package then, but changed my mind after this incident. But still have my line with this telco.)

P/S: I'm glad that the government has started mobile number portability, it gives us the consumer lot more bargaining power to demand for customer service. When customer service is not given, you have to exercise your customer right to demand for it.