And the Winner of 3rd Class Service is...

What does it imply when you read such a survey?

“While complaints on the police force are common, PDRM’s Department / Division / Branch that I feel most excellent in discharging their duties is:”

I would interpret it as asking me to choose the best among the worst.

I wonder whether the winner will be rewarded with trophies or incentives for delivering 3rd class service to the public. I rephrase it to being the best 3rd class service.

So, what’s your vote?
1. Patrol
2. Traffic
3. Narcotic
4. Crime investigation
5. Counter / police station

Did Bernama forgot the ‘None of the above’ option? Inclusion of this option may reflect a truer survey results. Do you think you can include this option, Bernama? Boleh,tak?

By the way, don't forget to check out the poll results in Bernama's website! :-)

What's Your Excuse?

See the 7 ‘golden rules’ on how to treat customers well. I said to myself, ‘No way!' The 7 rules may look simple but I have yet to encounter a company that practices it’. Well, maybe one or two rules but not all 7 rules.

Many companies can’t follow all the 7 rules because of these possible reasons.

1) Take the time to listen.

Reason 1 : We are too busy. We have too many customers to attend to and we are short handed.
Reason 2 : If we take time, as call agents, we are considered underperformers because the key performance indicator is to complete the call with a customer within 9 seconds.

2) Respond promptly and accurately to questions and problems.

Reason 1 : Sorry, my department doesn’t handle your problem.
Reason 2 : I can’t help you. I have no clue what you are talking about. Bye.

3) Don't rigidly adhere to company policies when the policies do disservice to a particular customer.

Reason 1 : I must follow. Do you want me to get sacked?
Reason 2 : A policy is there for a reason. (Even though I don’t know the reason).

4) Offer outstanding warranties on products and services and stand behind them.

Reason 1 : It is too expensive.
Reason 2 : We have sales quota to meet. No time or incentives to service our existing customers.
5) Educate the customer about products and services.

Reason 1 : We sell such an obvious product. Customers ain’t that stupid.
Reason 2 : No budget for customer education programs.

6) Go the extra mile when problems arise.

Reason 1 : What for? It is not my own problems.
Reason 2 : I got a backlog of problems to fix.

7) Provide value beyond product.

Reason 1 : Customers are paying for the product. Nothing beyond that.
Reason 2 : Our product is the value.


So, what is your reason (or excuse)?

You surprised me, Litrak

I took a few seconds to be convinced that the male voice at the other end of the line is a Litrak’s customer service officer. I emailed Litrak the day earlier about the ‘coin throwing’ incident. Amazingly, I got a call from Litrak the following day. Though Litrak’s customer service by toll operators is third class or rather, downright rude, I must say Litrak’s service recovery is first class. What made it first class was the customer service officer obtained all the facts from me politely. Then, profusely apologise for that rude treatment by the toll operator. I told him, “You don’t need to because it is not you.” He replied, “I'm apologizing on behalf of Litrak”. I was at awed!

Rarely do companies apologise unless it is Starbucks or Ritz Carlton. The most common reaction is to build up a wall of defense or give lame excuses. Worst of all is to simply ignore the complaint and complainant (regular toll paying motorists).

By emphasizing on service recovery, Litrak is building loyal customers for life. Importantly, it may even reduce the complaints or public protests during the next toll hike.

Well done, Litrak. Keep up the world class service recovery.