Yeah, we're no superman nor god. So, we complain a lot. However, complaints should be reasonable though, shouldn't it? I can really understand why some people shout over the phone because they not satisfied with the service they are paying for. I guess complains are mostly on the products of the network providers in Malaysia. I've used all main three telcos in Malaysia. Maxis, Celcom and Digi. From Prepaid to Postpaid (all 3). And I terminated 2 out of 3 and Maxis is the last one standing. I don't have to explain the reasons because there's no use comparing. Everyone has their own opinion on something.
Well, these happened before I worked for one of the Top 3 Telcos in Malaysia. Yes, I was a consultant therefore I understand the feeling of being a consumer and part of customer service. I only complained when it's reasonable even before I worked for this telco. Anyways, most of the complaints I received were valid of course, not that I'm complaining that these customers are not reasonable. I don't blame customers who shouts at me because of the problem they are facing. It's our job and responsibility to assist the customers. One thing I do regret most was, even if we wanted to help customers to solve the problems there and then, as CCC, we have to escalate cases to other department and wait for replies especially when it comes to bill charges and network issues. No matter how customers shouts @!#$%^, still no use because still have to wait. As front liners, we can't do anything else other than escalate the case and get back to the customers. What else can we do? You understand or not? No that we're not willing to help sometimes it does take time. We don't beg for customers' mercy though..even when vulgar words and our parents were included in the conversation. What to do, they're angry because they cannot use their phone.
It's rather ridiculous to be receiving complains like these...
Scenario A
(Line kena bar due to overdue)
Me: X cust..... saya Fiona
Cust: Hello! XYZ! Kenapa saye tak dapat call?
Me: Sebelum itu, boleh tak saya dapatkan nama penuh dan nombor telefon encik untuk pengesahan?
Cust: bla..bla..bla..bla..
(tap tap tap..me typing)
Me: Terima kasih. En..ABC. Sila tunggu sebentar sementara saya membuat...........dalam sistem kami.
Cust: aahh..owkehh.
Me: Terima kasih sebab menunggu En.ABC. Saya dah.....bla bla bla..Talian
encik kena bar.
Cust: kenapa pulak bar line saye?
Me: Talian encik kena bar sebab ada 30 hari tunggakkan sebanyak RMxxx.xx yang belum dijelaskan.
Cust: ade ke bar line saye sebab tunggakkan tu? tak munasabah langsung! bodoh punya XYZ! tak pasal-pasal bar line saya! bukan saye tak bayar! Saye tiap tiap bulan bayar bil!
Me: En. ABC, bill terbaru encik dah...........jadi tunggakkan bill sebelum ini perlu dijelaskan sebelum tarikh yg tertera pada bill untuk mengelakkan talian disekat.
Cust: Bodohla XYZ buat benda macam ni. Kalau saye bayar sekarang, bila line boleh diaktifkan?
Me: Selepas bayaran telah dibuat dan tertera dalam sistem, talian encik akan diaktifkan dalam masa 2 jam.
Cust: ahh..yelah!
(tooot..tooot...)
Me: terima kasih kerana menghubungi XYZ...(even though customer had hung up)
(tak rasa diri tu bodoh ke? tak bayar memanglah line kena bar! soalan bodoh apa yg u tanya tu?)
Scenario B
(Line barred due to exceed limit)
Me: XYZ customer service, this is Fiona.
Cust: May I know why my line is barred?
Me: ........your name and mobile number pls?
Cust: bla bla bla bla...
Me: Thank you for the verification En ABC. One moment while I.....
(tap..tap..tap..me typing)
Me: Thank you for your patience Mr. ABC. your line is barred because the outstanding amount has exceeded the credit limit.
Cust: What the hell exceed credit limit you people bar my line!??
Me: Mr. ABC, when the outstanding amount exceeds the credit limit set in the system by the account holder, the line will be barred.
Cust: What thing exceed credit limit bar people's line. I never heard of this stupid thing before. Other telcos have no such thing.
Me: We do apologise for the inconvenience caused Mr. ABC....It.....
Cust: really Stupid! You know who am I? You know where I work?
Me: Yes, Mr. ABC.
Cust: You know how many ministers are trying to call me but cannot get through??
Me: (no choice...have to explain..never meant to be sarcastic) Mr. ABC, when the line is barred, you would not be able to make any outgoing calls but you'd still be able to receive incoming calls.
Cust: whatever, what do i do so i can make calls?
Me: En ABC, you can make payments and the line will be reinstated within 2 hour after payment is reflected in the system.
Cust: how much?
Me: you can make half of the amount of the outstanding amount, which is RM6x.00.
Cust: What?? you increase the credit limit now.
Me: We do apologise En ABC as we'll be needing a letter of authorisation from your "company" as this account is registered under the "company".
Cust: What hell?? You people make it so troublesome for people like me! you think i have time?? what system is this! so stupid! i will never use XYZ! I'm going to terminate this line..
Me: En. ABC...
(tooot...tooot...)
Me: Thank you for calling...XYZ (nak cakap jugak!!)
so..apa macam..kalau org tu menteri kat malaysia..buat malu je? tak faham apa itu procedure apa itu exceed credit limit. aku tak percaya telco lain tarak credit limit! ingat wa bodoh dah banyak broken promise..kurang asam punya orang. I dah bagi lu banyak muka..english habis bertaburan..I kesian kat you so I buat sikit broken je tau?
So, you see...so "reasonable"? What to do...that time respect customer habis2 as that time it was our job and our duty. but not anymore...weeee!!!!
and now I can complain about these people..people like these two can never understand...because they have cockroach'ies" brain...kenapa la baru sekarang I rasa marah yang teramat sangat?But although I complain..I never reveal names because I don't want to remember their names.
