I realized that some of our customer service hotline are not consistent with their answers to customer questions. Plus, some are not fully trained with the knowledge they need to be able to fulfill their task at answering calls before they are make to pick up calls.
Just yesterday, my first call to customer service hotline was to Passion Card. I wanted to know if my points in my card will transfer to a renewed card. The reply was "Yes"before expiry. Happily, I went down to renew my card but the Uncle who did my renewal say "No". It is a new card and points don't get transferred. Sigh ... lucky it was only a dollar inside if not I have go spend that point and walk all the way back again.
Later, I called another customer service hotline to find out some inquiries. This person pick up and call. He was unfamiliar with answering my questions and put me on hold. At first I felt it is alright coz he is learning. Then, he keep on putting me on hold to check. This has really pissed me off. Why can't he transfer the call to someone who really knows what I am talking about? Seriously... can someone train this person.
However, there are still some excellent Customer Service have encountered. This comes as very rare. This Customer Service was from ITE. She is really SUPER! She anticipate what I am going to ask her and really knew her work. So professional. This is the kind of good Customer Service we should have. Fully trained, know her work and not constantly put customer on HOLD. It is not about just being polite and friendly. You must know what you are doing and anticipate what is going to happen next. AWESOME ITE for having a good customer service staff like her.
This is just my opinion, you could see it as otherwise. You don't have to agree with me but this is My Opinion My Say
