Category: Customer Service

Painless Customer Service


Doesn’t exist, right ?

Yes, you are probably right. Customer Service delivered over the phone to the consumer is mostly “painful”, so to say. It does not meet the requirements of the customer’s call on most occassions, and it rarely ever exceeds one’s expectations.

I recently had the “opportunity” to speak to a variety of customer service representatives – in banks, in cable TV provider, in broadband internet provider, etc., in Singapore. You would think that the standards and benchmarks set in Singapore should be really good, if not fantastic world beaters.

Don’t be surprised.

It is no different in Singapore, as compared to India or the U.S. I am always surprised by the fact that companies do not get this aspect of their operations right, given that the representative that the customer speaks to is often the “face” of the company. Rarely ever we get to know the senior management, CEO, or even the middle level operations managers responsible for the company’s performance. Or, even get to speak to them. I was put off many a time when my request to speak to the “supervisor” was turned down, with flimsy reasons such as he/she was not available to take my call. And, it is indeed very rare that any customer service operation would return your call, even when there is an agreement reached that they will get in touch with you in a few hours. I can only recall just one instance when that word was kept up.

The banks are funny. They generate lots of internal “policy” reasons not to deliver on the request that I was making, even after all the verifications. Obviously they are too scared of any mistakes or scandals. But the request could be as simple as a change of address. There is no way one can change the address even after one has logged into his bank account. That option to “update personal particulars” is not provided in most cases [the insurance companies in Singapore provide that flexibility using the Two-Factor Authentication]. This would mean one has to turn up at his/her bank’s branch during office hours and effect the change. The banks also ask lots of questions as verification points to put you off, expecting you to make a mistake. One usual question is “what is your credit limit on your credit card”; another one is “do you have a trading account”. And so on and so forth. But after all these questions, they might decline to make any change !

In the case of broadband internet service providers, the situation is far worse. Technical queries on a non-working modem could result in a response like “we will ask our sales person to contact you”. What ? And, when I asked why would that be necessary in a technical problem resolution mode, the answer is that “the only way to move forward is to have our sales person talk to you and fix the problem !??”. Problems which could be fixed on their side would get delayed because the representative is not knowledgeable enough to understand the question. Because of this lack of knowledge required to address customer’s queries, the representative puts you on hold for an average of 12 minutes in my experimentation. I would say that the wait time is too long on my mobile phone for which I am paying.

Given that customer service still continues to play a critical role in customer satisfaction, I am not able to fathom the rationale of corporations which cut their investment on this crucial aspect of their business. Take my broadband provider’s case for instance. I have only 7 months left in my two year special price contract with them. My current experience and the problems I have faced with their customer service has led me to think seriously on alternative options which are now available at a cheaper rate in the market. Well, my customer service experience might even deteriorate with the new provider, but atleast I pay less.

I have contemplated on the possibility of posting my real experiences on my Facebook account or on the Facebook account of the service provider. Nothing wrong with that, but I am still thinking. I amy not have more time to keep writing on the same stuff !

Think Customer Service !

Cheers,

Vijay Srinivasan

13th March 2016

The Uber Experience


In a busy city like Singapore, taxis are always in short supply.

Though there are over 28,000 taxis in a city of 5.4M residents, it appears that taxis are never in sight when you look for one.

So, it is not a surprise that new taxi apps keep emerging all the time. I have always consistently used the “On Call” Comfort Taxi app, which has almost always delivered a taxi 95% of the time. The other one I tried is the Grab Taxi, about which I was not impressed after a first shot. Then came Uber.

Uber is actually a new kind of taxi service (unlike Grab Taxi). It has several types of offerings – the regular service, the UberX and the Uber Exec. I have tried the regular service several times, and the UberX for just one time.

The regular Uber service brings the standard taxi service companies’ taxis to your door. I asked the taxi driver the first time I used about this as I was surprised. He said that taxis are not prohibited from using various kinds of apps to get customers. He also said that Uber is getting popular with new kinds of promotions, attracting the business crowd. He was being paid by Uber anyway every week Wednesday and he gets the customers via the Uber app on his smart phone mounted on the dashboard (he had two smartphones and the regular taxi company’s GPS terminal).

So the regular service is not anything new, except as a new customer you get some promotional offer, and then as an existing customer, you get different promotions such as a dollar off for every ride, no booking fee for a limited period, etc., However, I find that the Uber regular taxi service is now getting harder to find a taxi and the UberX did not produce a good result for the one single time I used it. Now that the government is thinking of regulating services such as Uber, it is going to be a challenge for them to offer anything but regular and authorized taxi services. In any case, the Uber regular service is a good service, though I have to caution that the taxis take longer to come as compared to the Comfort taxi service.

Overall, the taxi landscape in Singapore is not up to the mark desired by commuters. The taxi service is expensive, not easily available, and quality of service is dropping. Government cannot do much in this area, except to regulate basic parameters, it is really up to the cab companies to enhance their QOS and availability.

Cheers,

Vijay Srinivasan
30th November 2014

Banks and Customer-Friendliness


I recently had this experience in Singapore when visiting a few banks.

I went to open a savings bank account for my son at Bank #1 (a local bank), which directed me to Bank #2 (a part of Bank #1 but still maintaining a distinct identity) since my son was less than 16 years old. Bank #1 can only open accounts for folks who are 16 and above. So, I proceeded to a nearby branch of Bank #2 on a Saturday morning and as expected, it was overcrowded. I had to wait for some 20 minutes before I got served by an officer. I eventually opened the account, but the process was slow and it took another 25 minutes of processing. With just 3 counters and some 20 people waiting, I felt that they would do better to open a separate counter for new accounts opening instead of treating new accounts as just another transaction. Getting a new customer should, in any case, be the most important activity for a bank branch, and so it should deserve special attention and service.

At the end of this experience, I still felt all right since my purpose was served, and the officer was very helpful. She gave explanations to all our queries and was painstakingly detailed in completing the activity.

Then, I went to Bank #3 (a MNC bank) for carrying out some action pertaining to my existing account. There was no “service” mentality at the point of customer interface, there was a questioning look at the entry point which put me off. The lady at the entry point failed to understand my “complex” need and referred my case to another guy who was stern-looking and definitely not customer friendly at all. He looked up and down at me, and asked for identification. I had to raise my voice a bit to get him to move. He could not resolve the matter and referred my case to an officer, which they should have done for any priority banking customer rightaway.

In both Banks #2 and #3, there were stern-looking security guards at the entrance, watching over everybody who comes into the bank. In a place like Singapore, this aspect should have been subtle, rather than in the face. In 99% of the cases, the person who comes into the bank is an existing customer, and why would the bank want to put him or her off ?

And, what about rendering service with a smile ? Completely out of the question. Service appears to be delivered with a grudge with in-built suspicion. Definitely not with a smile.

Welcome to the new world of banking.

Cheers,

Vijay Srinivasan
7th December 2013

AA Experience


AA is “American Airlines”.

I thought AA would be a better bet than United Airlines, and decided to fly on AA from Tokyo to Dallas recently.

But they are all the same – hobbled by old aircraft and poor service. Not in line with the expectations of long-haul passengers, even in the economy class.

The plan was probably 10 years old, the in-flight entertainment system was not working properly and was old-fashioned (with shows starting in the next 20 minutes kind of messages), the service was terrible.

I don’t think that the airlines from the U.S. have learnt anything from the world-class service standards set by Emirates or Singapore Airlines. And they are not that much cheaper (they are surely not “low cost” carriers).

Why is this situation persisting ?

Even on the ground, the coordination with passengers was a mess. You don’t see those clean lines of passengers that you encounter at Singapore Changi Airport, irrespective of the specific airline you are flying. There was utter confusion and crowding at the AA Gate in Narita, and I almost thought that the flight was going to be delayed.

The funny thing which happened on board was that my dinner plate was grabbed back even though I was still finishing up and was I shocked ? Yes, I was and quite bemused. That was a terrible thing to do by uncaring air stewardesses. If the airline was going to charge even for drinks and for “special” aisle seats, the least that they could do was to treat every passenger as a special guest who had chosen to fly with them despite all the deficiencies, right ?

No, wrong. They just don’t seem to be getting it.

I decided that in future, I would rather take a slightly longish route rather than fly AA kind of airline. There is nothing special about AA, and even the normal standard one would expect as a long-haul passenger was not being met. Then why AA ?

It has been a while since I flew an American airline, and it is now going to be a long while before I will fly again on such an airline !

Cheers,

Vijay Srinivasan
13th April 2013

Rapscallion and Arroyo


I enjoyed some excellent seafood at the Rapscallion Seafood House and some fantastic, authentic Mexican food at the Arroyo Mexican Grill – both at Reno.

While I am not a food writer, I can comment on the ambience and generally the quality of the service in general.

The Rapscallion Seafood House is a fabulous seafood place, having been around for more than 3 decades……probably the most well-known seafood place in all of Northern Nevada. Great ambience, excellent service and some great wine selection distinguish the place.

I had the New England Clam Chowder Soup (on the recommendation of my Venezuelan friend from Mexico City), and the Alaskan halibut – both were amazingly delicious. I forgot to make note of the wine variety they served, but again it was a great Cabernet Sauvignon (probably Californian). I also took note of the fact that almost everyone around was enjoying the food greatly.

What struck me most was the classy ambience of the place and the outstanding service level. I guess the most important thing in a high-end restaurant is service and the need for the waiters to watch out for the needs of the diners and instantaneously appear nearby to take care of that need. Food only comes next, though it cannot be compromised.

No compromise was necessary at the Rapscallion as the food was equally good.

The other place which blew my mind was the Arroyo Mexican Grill. I had been telling my friends that I would really love to have a 5X food – really spicy to the maximum, and one of them found this place through an internet search. We were a bit worried when we arrived at the restaurant in downtown Reno on a Saturday evening – there was no sign of people and no activity. In that respect, Reno differs from most large American cities. It is a quiet place.

When we walked into the restaurant, there were just about couple of diners in a large-format place, and we were a bit worried. But then we got around to tasting the nacho chips with some outstanding sauces and dips that they had, and our doubts started to slowly vanish. We had a most spicy dip (don’t remember the name), which bombed all of us. Complete knockout was possible with that one.

I ordered the Molcajete with chicken and added further spice to it to make it even hotter. It was a blow-out concoction of a fabulous Mexican chef, punchy, extremely spicy (meeting my specification of 5X) and almost managed to knock me off. I truly relished this dish (being the first time I have ever had Molcajete). Actually, Molcajete is a Mexican version of the mortar and pestle tool – a stone device used to crush and ground spices. It is used to serve dishes in restaurants and the dish itself came to be known as Molcajete. The food stays hot for a long time in this stone utensil.

Overall, both restaurants are great places to host folks and enjoy food while enjoying the companionship of friends. Strongly recommended !

Best Regards

Vijay Srinivasan
8th December 2012
Mumbai

United Service


What is “united service” ?

I am writing here about the approach to offering customer service and fulfillment to airline passengers by one of the biggest airlines in the world – United Airlines.

Sometimes, there is absolutely no choice while travelling within the U.S. but to use some specific airlines – either because of their widespread network, or they are probably only one of two airlines serving a remote destination, or they are the codeshare partners of the airline from India that you have been patronizing.

While there are couple of good airlines with outstanding service records in the U.S., in general the service standards are a far cry from what we have usually experienced in Asia or even the Middle East. The U.S. airlines are no match for a Singapore Airlines, a Jet Airways, or an Emirates airline. The way customers are handled on the ground and up in the air, in any one of these airlines (there are several others) are testamount to their continued success. The U.S. airlines should send their crew for training to one of these airlines !

It is funny that in United Airlines, they (a) sell premium economy seats – for example it is difficult to get the first row in the Economy or the Emergency row unless you are a high level MileagePlus member with United, and then you would have to pay or use your miles to get those seats: it is not like in India wherein we can call up in advance and tele-check in for preferred seats with your frequent flyer number – there is no cost or commitment of miles needed ; (b) even if there are no takers for those seats, and for all the rows from 8 to 21 in Economy Class, these seats travel “empty”, and all the ordinary mortals are pushed behind in the cabin ; (c) you have to pay for everything – food, drinks, snacks, etc., in the cabin, except for water which comes along with a paper towel ; (d) the seats are a squeeze, not adequate at all for bigger folks, and leg space is abysmal ; and, (e) the TV screen in front of your seat demands money before you can even see the evening news ! I can understand they want to charge for movies (even that is not comparable with the Asian airlines where you get all movies free anyway as part of the overall customer experience), but why charge for all the other channels as well ?

In a nutshell, the airlines in the U.S. are far behind times. The reason that they have a huge domestic demand which accepts all of the above and even worse conditions, is not an excuse at all.

That is where we are in the country which almost innovated on every conceivable consumer idea over the past many decades.

Cheers,

Vijay Srinivasan
1st December 2012
Mumbai

The TabCab Experience


I thought why not check out one of these new cab services in Mumbai some time. So, recently when I had to go to the International Airport on a Friday evening, I made a user registration followed by an online cab booking at the TabCab website

The earliest time you can book a cab was shown as 24 hours before the required time, so I booked exactly 24 hours in advance.

I was a bit worried, because my earlier experiences with services like Meru Cab service has not been good whenever I tried over phone or via the online booking route. So, I remained skeptical.

In order to ensure that the cab does indeed turn up at the right time, I called up 12 hours on the TabCab hotline (022 – 63636363) and talked to a lady who assured me that there was no need for any concern – I had given adequate notice and I should get the cab on time. She said that the info’ on the taxi, driver, etc., will be sent to my cell phone 45 minutes in advance. But something told me that she was reciting the same kind of answer to every caller.

As expected, there was no text message from TabCab at 10:00 PM (my booking was for 10:45 PM), and I immediately called up. There was a fudging kind of answer, saying that the customer service will call me up – I knew the response of course. I insisted I needed an immediate answer on the whereabouts and the details of the cab assigned to my booking (which was almost 24 hours old). I was promised that someone will call me up within a few minutes. Yes, the call came, and the person from TabCab told me that there was no cab available at that time for fulfilling my booking.

There goes another useless brand which failed to fulfil its promise of delivering a cab service on time, every time. I was forced to find some other option with very little time on my hand – it was completely ridiculous situation. Customer Service is a much misunderstood area in India, and is not embedded into the psyche or culture of organizations. But when a startup with a new brand trying to establish its new offering or service makes the huge mistake of letting down a customer who has taken all the precautions and preparations to book well in advance, then one can only imagine what would befall on the brand.

Do not trust TabCab, despite all the sweet talk and a working website. They do not deliver on their service commitment. Be careful with all taxi service providers, when you have a need for taxi on time. Or else, you could easily walk down on the street and take a “cool” blue cab or the usual black and yellow cab, or even an auto for short distances. Why rely on sleek advertising, call centre bluff, and nice web sites ?

Cheers,

Vijay Srinivasan
1st December 2012
Mumbai