Phew! Thank god I'm not an AIA customer!

Recently, I provided a feedback to AIA. Below was AIA's response. The response was timely because it was still fresh in my mind. However, the response (service recovery) was poor.

Would I waste my time and effort to call another number? Certainly not! What is important is I'm glad I didn't buy AIA insurance. (You have my loyalty, Prudential. Just don't break it by telling me it is not related to service or call another number if I give a feedback in the future).


Dear Mr. Alan,
Good day to you.
Thank you for your e-mail.
We refer to your email and regret to mention that we are unable to attend to your query as it is not related to the service, which we usually provide to our policyholders.
For general enquiry, you can call our Customer Service toll free number 1-300-88-1899/+6 03-2056 2000 (from Overseas) for assistance.
Thank you.
Best regards,
Lynnie
Customer Care Centre

Are you a good listener and a better "actor"?

Most companies proclaim in the mission statement that they listen to the customers. The toll free numbers, walk-in counters, dedicated email address, blogs are proof of its commitment towards listening to the customers.

However, not many listen and act on the feedback. Majority of the companies introduce products or services based on their years of working in the industry (I call it gut feel), casual opinions from focus gropus (participants are paid to talk right?) or by suit wearing consultants flow in for the job. Interestingly, Soothe Spa is one company that didn't use those approaches. Proabably because spa owner, London Elist doesn't have any gut feel or money to pay focus group participants or hire consultants. Instead, she uses a simple technology to her advantage. She listens and acts on the feeback.

"After an appointment Genbook sends an e-mail to the customer asking for feedback. One client wrote that Soothe's salon beds were too hard, so Elise added more padding. Another client said the rooms were too cold, so Elise adjusted the thermostat. And after one woman wrote that the wall paint in the salon's bathroom looked shabby, Elise enlisted a painter to give the walls a new coat that same week.

"Our clients are participating," says a giddy Elise. "It's what I always wanted."

This approach enables London Elist to invest in areas (padding, wall paint) that are most relevant to the customers. Sometimes, limited resources eg. money is a good thing.

I can't recall the last time a company I patronises send me an email.

Can a Malaysian company out there take up the challenge (and send me an email or a sms)? Boleh,tak?

Tips : How To Lose A Customer In 30 Seconds

Step by step instructions :

1. Place an ad on 'How to write' workshop in a national paper.

2. Describe how interesting and beneficial the workshop will be.

2. Provide a contact number in the ad.

3. Make sure the person who picks up the call is totally clueless on the workshop.

Believe it or not, that was exactly what MPH Bookstore did recently. My mum saw the ad on 'How to write' workshop and she dialed the telephone number provided in the ad. The person who picked up her call had no idea of the workshop. Naturally, my mum said goodbye within 30 seconds.

Sometimes, I wonder why companies waste money on advertising.

cc. MPH Management,

Do your customers a favour. Help us save a telephone call. Boleh,tak?

What's your thank you strategy?

Companies understand the importance of showing appreciation to customers. Most companies encourage (and enforce in some instances) the employees to say thank you to visiting customers. However, the thank you stops when you walk out of the store. I have yet to encounter an experience where I still feel appreciated the following day. The pleasantries stop right after you walk out. Ironically, companies know that regular show of appreciation fosters better relationships. It is like courtship. A business courts a customer. Constant appreciation keeps your partner (or customer) happy and loyal.

With the availability of bountiful technologies, companies have greater variety of thank you techniques. For example, a thank you email or sms or the old fashioned way, a thank you card. Besides, technology allows a company to track the effectiveness of each technique through marketing ROI.  Moreover, companies can throw in a coupon or discount to entice another visit. Yet, I have never receive such thank you sms or email as a customer. Probably, the lack of such privileges is due to the absence of a thank you strategy.

So, what is your thank you strategy, Malaysian companies? Can you make me feel appreciated? In return, I will show you my loyalty (in sickness and in health, 'til death do us part). Boleh, tak?

Make us proud!

When Heidi DuBois-Robinson, 43, came in for a hair coloring, her suit got stained. She took it to the cleaners, but the stain remained. So she called DiJulius, who sent her a $385 check for a new suit, no questions asked. He also threw in a free facial and pedicure.

Have you ever experienced similar service recovery by any hair salon in Malaysia? If you have, please tell me. I will be a loyal customer.

Probably that explains the absence of Malaysian companies around the world. Naturally, a company or salon sets up shop in every city if demand for its service is immense. 1st class customer service cuts across cultural boundaries, language barriers and income groups. McDonald is a classic example. Starbucks is another. Can you think of a Malaysian brand that commands worldwide demand?

P.S. If you have international ambition for your company, read about John Robert's Spa and 5 other companies on how to deliver world class customer service. Simply put, how to treat customers well. Make us, Malaysians proud! Boleh,tak?

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?

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.

Toll phobia

I developed a fear recently. I am in fear when I approach a highway toll. Being in Malaysia, it is difficult to avoid a toll each time I drive. The non-toll roads are ‘designed’ to be so inconvenient or dangerous that you just don’t mind being insulted by the toll operator. I had that experience recently with a Litrak toll operator.

Since the increase of the toll rate by 60% lately, I had to give more coins instead of the usual RM1.00 note. As I was approaching the toll booth one lovely Friday evening, I searched frantically for the additional 60 cents. I stopped to pass the RM1.60 worth of coins to the toll operator. As I was about to drive off, I heard a ‘tuk’ sound. I stepped on the brakes instantaneously to check the cause of the sound. Then it dawn upon me that the toll operator threw a coin at me. The coin hit my car. I turned my head and asked whether she threw the coin at me. She replied sarcastically, “I got extra coins”. I realized that she threw a 1 cent coin because she didn’t want to accept the five 1 cent coins. I kept my cool and asked for her name. She just pointed at the signage with her name on it. I jotted her name and drove off to lodge a complaint at the Litrak office. Sadly, the ‘complaint office’ closed at 5pm.

It has been 3 weeks since the incident. I thought it is more convenient to ‘complain’ through a blog because a blog is open 24 hours, 7 days a week. In the meantime, I need help to overcome my new found phobia. Any good therapist out there?