Nobody gets away with murder
Dear Sir/Madam,
My last call to Starhub's customer care hotline left me greatly disturbed. I made a call around 12 noon today (22/9/08) to ask about the modem (under my mother's name) in my house which I initially believed to be spoilt. Upon realising that it was okay, I diverted my attention to the reward points in which the customer svc officer repeatedly mentioned that my family had.
Startled and curious as to why he knew the details of my family so clearly when I had not provided him with any starhub number (since my calling number is an M1 number) nor my house address (or any other form of identification apart from my name), I asked him how was it possible that he knew so many details. I do not know if it would be fair to say that he explained in a very confusing manner, but I did not understand what he was saying at all, despite his repeated attempts at trying to enlighten me. His explanation was that my mother had provided this number for starhub. But I ,obviously knowing my mother, knew this was not possible. (Thinking about it now, I realise that my M1 number must have been registered on the many times that I have called Starhub on behalf of mother.)
To my shock, when I said that my mother wouldn't have done such a thing, his exact words were, "You go and ask your mother, okay?"; "I've repeated to you twice and you don't understand"; "if you work in Starhub you will know". Furthermore, in a very condescending manner. To my shock, he even raised his voice! Should Starhub possess a recording of our conversation, you will find that I have not exaggerated even the slightest bit.
Greatly upset at this treatment, I told him that I found his tone very hostile and hastily asked to end the conversation. I do not wish to provide a name, and neither did I ask for one as I believe providing quality customer service is not the result or responsibility of just one person.
However, I must add that this might be a rare case and I have often experienced excellent customer svc from officers like Wesley (not sure if it is spelt correctly) who was polite, very helpful and persistent when I enquired about some of Starhub's mobile services.
I hope that Starhub's customer service department can take today's incident seriously and convey to the customer service officers that quality service or at least basic respect and courtesy towards customers is of utmost importance.
Sincerely,
Jinglin
9xxx xxxx
My last call to Starhub's customer care hotline left me greatly disturbed. I made a call around 12 noon today (22/9/08) to ask about the modem (under my mother's name) in my house which I initially believed to be spoilt. Upon realising that it was okay, I diverted my attention to the reward points in which the customer svc officer repeatedly mentioned that my family had.
Startled and curious as to why he knew the details of my family so clearly when I had not provided him with any starhub number (since my calling number is an M1 number) nor my house address (or any other form of identification apart from my name), I asked him how was it possible that he knew so many details. I do not know if it would be fair to say that he explained in a very confusing manner, but I did not understand what he was saying at all, despite his repeated attempts at trying to enlighten me. His explanation was that my mother had provided this number for starhub. But I ,obviously knowing my mother, knew this was not possible. (Thinking about it now, I realise that my M1 number must have been registered on the many times that I have called Starhub on behalf of mother.)
To my shock, when I said that my mother wouldn't have done such a thing, his exact words were, "You go and ask your mother, okay?"; "I've repeated to you twice and you don't understand"; "if you work in Starhub you will know". Furthermore, in a very condescending manner. To my shock, he even raised his voice! Should Starhub possess a recording of our conversation, you will find that I have not exaggerated even the slightest bit.
Greatly upset at this treatment, I told him that I found his tone very hostile and hastily asked to end the conversation. I do not wish to provide a name, and neither did I ask for one as I believe providing quality customer service is not the result or responsibility of just one person.
However, I must add that this might be a rare case and I have often experienced excellent customer svc from officers like Wesley (not sure if it is spelt correctly) who was polite, very helpful and persistent when I enquired about some of Starhub's mobile services.
I hope that Starhub's customer service department can take today's incident seriously and convey to the customer service officers that quality service or at least basic respect and courtesy towards customers is of utmost importance.
Sincerely,
Jinglin
9xxx xxxx
posted by J.W. at 1:10 pm
2 Comments:
Don't ever get mad. Just get even.
I guess I did enough. This was my letter to starhub customer affairs and they replied pretty quickly, promising to look into it.
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