Improve customer service

We need to improve customer service in Singapore.

Many organizations provide bad customer service, as follows:

a) They take a long time to respond to customers
b) They make it difficult for customers to contact them by e-mail. The customers have to use their call centers, which is very difficult to get through to talk to a person.
c) They refuse to call customers by telephone

Let us share my experience of my contact with a manufacturer in Shenzhen. I send an enquiry through their website. They respond to it promptly. I placed an order. It arrived within two days.

I needed to get support. My developer is able to communicate with them by email. All the emails are replied promptly. They are helpful.

This is not an isolated case. It is the practice for a few manufacturers that I contacted in China.

Now, what is the problem with organizations in Singapore? I suspect that the underlying causes are:

a) The SOP require all conversations to be recorded. Their staff has to use the fixed lines with recording facilities. They cannot use personal mobile phones.
b) Similarly, all communication should be done by the official e-mail accounts.

Due to the SOP, which appear to be standard for all organization in Singapore, it is difficult for the staff to understand the problem and to help the customer to resolve it. This lead to very bad customer service.

What is the solution?

Make a distinction between the following:

a) Filing an actual report or making a transaction
b) Communication to understand the problem.

For (a), it is necessary to use the official email or telephone system which has recording facilities

For (b), which is the bulk of the communication, allow the staff to use personal email or mobile phone to talk to the customer.

This simple common sense change will improve customer service considerably. It will also make life better for the customer service staff.

Don’t believe me? Just following what the manufacturers in China do.

 

Tan Kin Lian

 

 

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7 Responses to “Improve customer service”

  • oxygen:

    WHEN THEY KNEW OF AN INTRACTABLE PROBLEM, they coached their customer service to lie/blindfold the complainant or bait them to a false solution – banks do this according to one reliable source.

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  • Harder Truths:

    TKL – I’ll get back to you on this.
    I’m busy with another customer.

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  • TruBlu:

    Customer service is just a nice sounding word.
    Nowadays,you pay more for lousy products and even lousier service.

    Even PUBLIC SERVANTS CANT BE BOTHERED to serve anymore.

    Service is spelt as *$ervice*???

    No money,no *talk*.
    $ervice is now a *$*-word.

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  • Dai Sor:

    Just shopped at Daiso @ION orchard yesterday. The auntie cashier gave me a grouchy look for buying things. Thank Q you hor chao auntie!

    Maybe that’s why people are shopping overseas. Cheaper and the staff are grateful to you for buying.

    Some more Daiso is Japanese. But all the Japanese courtesy are thrown out once they open a Spore branch.

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  • Went to Japan:

    SIA customer service used to be very good and now they hire Indian FTs who speak with heavy accent, I had to repeat my sentence to ensure she understands.

    Singapore govt is desperate with cost savings, and importing FTs to replace locals. Even butler at Istana, they only want to pay $1200.

    We need to vote this govt out before they sink Singapore.

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  • waste of time:

    so long winded to say something everyone already knows.

    just say remove the elephant in the room aka known as pap and things shall be righted again.

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  • Darth Vader:

    Yes, tkl, YOU of all people will know ALL about bad customer service. After all, weren’t YOU the NTUC Income? And isn’t NTUC Income NOTORIOUS for lousy customer service, especially when it comes to an insured client filing a claim? Did YOU do ANYTHING about this? So WHAT does this SAY about YOU and customer service then tkl?

    I can only speak for myself, but I personally hope that YOU will CONTINUE to receive the SHITTIEST customer service just so you can be put in your rightful place as an ABSOLUTE NOBODY with an arrogant egotistical narcissistic sense of entitlement…

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