Gotcha, customer!

Gotcha! I got your RM250!

I've never felt so cheated before. Well I guess I didn't expect it from a company with such international status. A brand name that I trusted instantly.

The call center agent declined my request to waive off the credit card annual fee of RM250. I was taken by surprised because the reason I continue the usage of the Standard Chartered credit card for another year was that I was able to receive a waiver of the RM50 government tax. 

A month ago, I called up Standard Chartered to cancel my credit card prior to the annual expiration because  I didn't wish to pay RM50 government tax. The call agent said that the RM50 government tax can be waived with the condition that I use the credit card three times. I thought to myself, 'Ok why not as long as I don't incur any unnecessary fees.' So I diligently use the Standard Chartered credit card three times. 

Recently, I received the credit card statement and saw that I was charged with an annual fee of RM250! So I called up Standard Chartered to request for a waiver and the agent declined my request saying that I'm not qualified for it.

Hmm...then it hit me that I was conned! Standard Chartered enticed me with a waiver of RM50 so that I continue for another year but at the same time, slapped me with a RM250 later. Damn! It was done so slicked and professionally. I got trapped! I've always been wary about deals by companies. I didn't doubt Standard Chartered because I thought I could put my (blind) trust on them. Sigh! 

I instantly requested to terminate my credit card (over the phone) because I don't believe Standard Chartered deserves my business anymore and to avoid any new fees that I'm not qualified to waive it! I've lost RM250 to Standard Chartered but Standard Chartered lost my goodwill and (blind) trust towards them. 

Out of the blue, I realised why I'm still using HSBC credit card for the last 13 years because HSBC knows how to make me happy ie. every year my annual fee is waived when I request for it. Thank you HSBC for being so nice! :-) In return, I will be loyal to you for the next 20-30 years.

cc. Management of Standard Chartered,

Can you be as nice as HSBC? Boleh, tak?

1st update (30Nov2012)
Mr. Max of Standard Chartered called me today and informed me that they will waive of the annual fee of RM250. Thank you Standard Chartered for being nice.
On another note, Standard Chartered could have done a better service recovery by going the extra mile or delighting me. For example, informing me that my annual fee will be waived for the next 2 years or offering something I don't expect. Then again, it's a tough act for companies to emulate Starbucks or Ritz Carlton Hotel. Nonetheless, I'm appreciative that Standard Chartered fulfilled my request eventually.

2nd update (3Dec2012)
Max called me again today to inform me that he can't waive off the annual fee of RM250 because I requested my card to be cancelled the other day. Hmm....I'm speechless.
Nevertheless, I'm glad my unpleasant relationship with Standard Chartered has ended.

How to ensure inconSISTENT service

Instructions :

1. Get the person in charge of the cash deposit machine to call the customer.

2. Make sure she cuts in everytime when a customer speaks.

3. Make sure she doesn't understand active listening.

4. Make sure she doesn't say 'Is there anything else?' and 'Have a nice day'.

The above was the experience I had with a HSBC bank staff from Damansara Uptown recently. This particular staff called me the following day because my cash was stucked in the cash deposit machine. The experience with her made me agree (reluctantly) with a friend's comment, "You never ask the back office employees to talk to the customer". Now I know the reason they are in the back office.

My new "rule of thought" :

Staff who is responsible to manage machines should always manage machines. Nothing else.

Staff who is responsible to manage humans should always manage humans. Anything else, sir? Have a splendid weekend!

cc. HSBC management,

Please spare us, the customers the ordeal of interacting with a 'machine staff'. Boleh, tak?

(My interaction with HSBC customer service has always been positive so far!).

How To Win Friends (and Customers)

HSBC is an epitome of 1st class customer service. I decided to become loyal to them after an encounter with a call agent few days ago. I’ve been using HSBC credit card since year 2001 and I foresee myself using it for another 30-40 years. What will be my customer lifetime value to HSBC?

Just the other day, I realized my credit card was due few days ago. I hate paying unnecessary fees. In this case, a RM5 late payment penalty (for being forgetful). Without haste, I paid the full amount at the cash deposit machine after my office work. Then I call HSBC to request for a waiver of the RM5. Without hesitation, the call agent agreed to waive off the RM5 on the spot. I was surprised that the call agent had the power to make that decision. I was expecting the call agent to replied, “I will put your request in for consideration”. Instead, the call agent considered it on the spot and made a decision. A decision which I favored and appreciated. Rarely, companies favor the customer’s request or needs. Most times, companies’ needs or policies come 1st. Customers come 2nd. Sometimes 3rd too. In Malaysia Airlines case, passengers from developing countries come in 3rd.

With that pleasant and satisfying encounter with HSBC call agent, it made me wonder whether the justification of merging several local small banks into a large bank in order to compete with international banks (HSBC, Citibank) makes logical sense. Chances are if you are a big bank with every branch or ATM in every city, town or fishing village, you will never have my business if you cannot understand the importance of putting me 1st. If you refuse to waive of the RM5 late payment penalty when I request it, I’m walking into a HSBC branch.

Can the local large banks rise to the occasion? The way HSBC rose to the occasion when I called. Boleh,tak?