Thursday, March 17, 2011

Super Duper Astro Customer Service!

Alkisah semalam aku call Astro.alah Astro yg datang rumah korang letak kuali telinga atas bumbung tuh.Haa berkenaan ngan bill Astro aku lah kan.Nak dijadikan citer maka panggilan aku dilayan lah oleh seorang Customer Service Representative.Benda yang aku mintak sangatlah ringkas,due to some unexpected circumstances aku terpaksa delay payment aku until 25th ni together with the current bill.Dan sekadar general knowledge korang,Astro ni dari time aku register sampaila Adam dah masuk sekolah ni,tak penah sekali ada delay or outstanding.Good paymaster kata orang putih.

Oh budak perempuan customer service sangat berdedikasi terhadap kerja beliau,aku kagum.Semua tak boleh.Ini tak boleh encik,itu tak boleh encik.Ini standard procedure encik,tak bayar this few days kami akan interrupt service Astro encik.There's nothing we can do.Kenapa aku highlight phrase tu?I know how it works and i've been in service industry for ages.First rule,there is "no" or denial or obligation or whatsoever bloody you call it to your customer.Customer Service at a first place mestilah menolong pelanggan mereka yang memerlukan bantuan and not keep repeating same procedure which customers already know.In that situation it will definitely shows that you're telling me indirectly that i'm totally stupid.Aren't you?

Well damage is done.Aku masih berlembut tanya dengan dia is there anyway Astro can help me on this matter?And again,to show her dedication, no sir, there's nothing we can do about it.You have to pay 3 days from now or we will cut off your service.Aku senyum....dengan berlembut lagi aku berkata,adakah dengan kegagalan saya membayar selepas 3 hari itu akan mengakibatkan Astro punya saham di Main Board merudum?Atau 1st quarter nanti Astro akan mengalami major loss atas kegagalan membayar selepas 3 hari?Oh kali ni dia menidakkan benda yang aku suarakan tadi.Aku masih tersenyum,mujur dalam telefon.Kalau face to face,aku rasa dia suruh aku pakai Astro free seumur hidup dek kemanisan senyuman aku tuh.

Aku dengan santun minta nama Manager dia,Zuliha tutur gadis Customer Service itu.Tapi malangnya aku tak dibenarkan bercakap dengan Zuliha,mungkin Zuliha itu anak Sultan Hassanal Bolkiah atau anak saudara Ananda Krishnan yang baru masuk Islam.Who knows kan?Masih lagi tersenyum...
Dan ungkap adik Customer Service itu tadi,pegawai dia arahkan takde apa apa dia boleh buat pasal account encik.Siapa nama pegawai itu dik?Oh maaf saya tak boleh reveal siapa pegawai atasan kami ye Encik.Oh kalau begitu saya namakan saja pegawai atasan kamu tu sebagai Unknown Officer,bisa?.Seperti biasa,senyum itu sedekah walau dia tak nampak.Kalau nampak bukan setakat Astro aku free,jiwa raga dia serahkan.

Sambil dia duk ulang yang dia tak boleh tolong aku dan pass aku pada Zuliha,jari jemari montel aku ligat di keyboard menaip Astro di database sistem client aku.Oh ade beberapa manusia berpangkat duniawi kat Astro yang aku boleh refer.CEO....COO....Director.Coolio!
Dengan perlahan aku bersuara kat adik Customer Service tu, adik,takpe kalau tak boleh tolong.Saya paham kerja adik dan unknown officer adik.Since Cik Zuliha Manager pon tak available,saya rasa saya dah tahu siapa perlu saya refer.I tengah draft email tu Rozana Rozhan,Anthony Yeap dan David Butorac, so just wait for my email and your further action.Sepantas hama adik tu berkata,actually encik nadj, kami.....toooottttttttttt.Aku hanged up phone.Letihla kepit tepon lelama sambil kosentret menaip.


From: Mohammed Nadjmuddean Sent: Wednesday, March 16, 2011 5:36 PM
To: 'Rozana Rozhan'; 'Anthony Yeap'
Subject: Small Complaint
Importance: High

Dear Rohana & Anthony,

First of all thousand apologies for this inconvenience caused. Earlier I was spoken to one of your customer service representatives regarding my outstanding payment.
For your information, you can call me a loyal Astro user since I don’t have any delay or outstanding payment until now.

Unfortunately last month I have one month outstanding payment due to some problem from my side. What I’ve asked your customer representative was is there anyway that Astro can do to prevent from any service cut off before 25th March 2011? Since I’ve told her that I only can make the payment (together with the latest bill) on 25th.

Apparently she and the unknown officer who direct her to give an instruction there’s nothing you (Astro) can do about it. I would like to ask your side to check my account since the vary beginning until now, is there any delay payment or even an outstanding from my account? What I’ve asked here was a little favor from your side to cope with client’s difficulty. Not only keep mentioning there’s nothing you can do and you must pay the bill before the cut off time. Yes, I know all the procedures but what I asked is there any solutions you (Astro) can provide me on this small little thing? Are you going to have a major loss if one of your client (me) having a hard time like today?

I didn’t ask Astro to waive my bill. I asked your generosity to give me sometime until 25th to make both payments (the outstanding and latest bill). This is the first time I face difficulty with Astro and I can consider this as a minor thing to compare to anything big hassle you’re facing everyday.

Unfortunately I don’t have Mr. David John Butorac’s email to include him in this email since he left to OSN (Orbit Show Network) as CEO.

Again I apologize for this matter. It just a small request from one of your customer and the customer service should know how to overcome any situation and not only give standard answers and think they can settle it down. A customer always comes first in any circumstances and they deserve whatever they need from you.

Please look into this matter seriously and not just an email from someone who you think talking crap here. I’ve been in customer service industries and media for quite sometime.

I know how it works. We always look solutions for customer not giving them shit excuses. I know she’s doing her job and so were other people in Astro.
And me, as a customer should be treated fairly.

For any reasons, you can contact me as below.

Okeh english aku memang sucks.So don't bother bout the grammatical errors.Janji apa yang aku nak sampaikan kat Astro clear.Ke aku sorang je yang clear bila baca email ni?Lantak.

Aku pon tekan button send.Selang 8 minit setengah,aku pon tak paham knapa dia tak cukupkan 10 menet je.Direct line aku berdering dengan nada riang.Mcm ada berita baik bunyi nada dering tu.Aku angkat dengan gaya macam orang nak terima berita geran tanah kat kampung dah jumpa wohhh.

En.Nadj:Hello selamat sore!

Salina: Good afternoon, can i speak to Mr.Nadjmuddean please?

En.Nadj:Yes,spikang!

Salina:En.Nadj,sooo sorry to bother you.I'm Salina from Datuk Rozana office.I read your email earlier and thousand apologies for the difficulties earlier.

En.Nadj:Eh it's ok, takde pape.Saya pon nak minta maaf for the complaint.


Salina: En.Nadj, i'm glad to tell u that we don't have any issue regarding your request.We definitely can be lenient with you.Since you're never have any problem with us before.


En.Nadj:Lorr..dari tadi mcm ni kan senang?I bukan minta u waive kan bill i ke apa.Cuma minta until 25th je.


Salina: hehe..tu lah en.Nadj,maaflah pasal customer service tu.


En.Nadj: I don't blame her actually.Cuma as a customer service you're more into how to guide and give your customer solutions and before that you must know your products,system,procedures etc etc..blah blah blah.if you keep telling your customer,No u cant..No u cant..then what is customer service for?


Salina:Tu lah (sekali lagi tu lah)...minta maaf sgt2 from our side En.Nadj.So we're not going to interrupt your service at all ye En.Nadj?Don't worry.After this, apa masalah u can call me direct dekat CEO's office.


En.Nadj:Thanks alot ye Salina, really appreciate your help.


Salina: Sure.Kthxbhai 

Kan mudah kalau dari awal adik customer tu kasi aku ckp ngan Zuliha or refer orang yang lebih atas instead of Unknown Officer?Okeh maybe aku main busuk skit la gegar CEO bagai...salah guna kuasa pon ada.Kahkahkah!
Tapi aku pengguna woi..apa juga masalah pengguna kau kena dengar dan beri solution.Bukan ckp NO NO NO.Dalam kamus customer service takde perkataan TIDAK/NO.

Moral of the story?Ye kalau ada kontek yang boleh digunapakai nak gegar orang orang mcm ni, sila pakai.Buat masa sekarang semua jenis provider atau institution aku ada bila keadaan keadaan mcm ni timbul.Salah guna?Takkkkkkkkkk...cuma pakai sebaik mungkin.Woohhooo..
Nexttttttttttttttttttt.


13 comments:

pakkordi said...

Apakata kau suruh Rozana tu tukar nama Astro Awani kepada sesuatu yang lebih "Green". :D

Jarr said...

aku try email =D
nama apa sesuai kau rasa?

h a n i e said...

pehh..berpinau jugak wa bace lu punye entry ni. i don spik london amerikang yu noeee.. i spik swahili..hahaha




tp kdg2 CS ni mmg patut kena ajar jgk.ada yg pesen biadap.

Jarr said...

hanie - kannnnnnnn.mmg kena ajar.Kebanyakkan service provider tgk nama aku skang dah gegar.dorang tau,kalau tak betul2,smp ke CEO mereka nanti.hahaahahhaha :p

m(o_O)is moois preloved said...

i penah keje astro as cust svs..actually wat the officer is true.we cant do anythg regarding the pymt.since sytem will interupted it once it detect there still an outstanding from the past month. actualy u have to be so aamant in order to talk to manager..u just say pass it now.since manager dunt entertain any officer once the officerr request that u wanna talk to him..u just get the name of manager if as example zuliha..since i knw astro manager is lazy to talk to customer n will blae us as officer cnot solve that matter.since we hve no power to do that..n cnot pass our line to manager..so wat else we can do other than just say we cant do..n we cant assit for that..astro procedure is very suckk..no to customer but also to their call center officer...

im here just to let u now the truth...since u directly go to rozana.it is really brilliant idea.

Jarr said...

m(o_O)is moois preloved - thanks for that.that's why i've mentioned to Salina it's not the customer service fault.Anyhow,Astro must have a proper training to their customer service.They're just follow whatever procedures you already had.

Main point here,Astro must look at this kind of thing deeply.How they can improve their service and provide more solutions instead of their standard procedures.That is how it works.

i wish one day i can email to Dato Rozana and suggest to her about this.This is for the sake of Asto reputation.Customer is always right ---> cliche.But that is the fact.

Anyways i believed u have done your part as customer service.What i try to highlight here was how they can improve the way they handle their customers.The bonding between customers and you would be forever.Treat your customer as ur friend and u will know the value of good service my dear friend.

Glad you're dropping by and comment on my merapu blog.At least i learn something from u dear.=)

cheers.

frwls said...

alright, i get it.....

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astro need to use manual system.

ayobkelubi said...

bro,

surat lu gua kopi nak hantar kat celcom pulak.

Jarr said...

Iwal - haaaaaaaaaaaaaa betul betul betul.tapi tak semua benda la..

Ayob - silakan bro.apa shj yg mendtgkan kebaikan,sila teruskan.hahaha

Linglung said...

Wow! i feel so impressive reading what u sent because that so cannot. How come she said cannot when it was actually can? I think i feel proud when u speak english because you feel proud also, yes?

once again i am asking for sorry because my english is just okay okay. let say i can talk english like david beckham i also never speak.

To Astro, dont you ever think that we are mad because we pay you money. No matter what ringgit is how many, we still pay you. It just a matter of how we pay. Without maybank2u its hard u know? Dem you Astro..dem you!

Once again i apology because said dem, i knew it not nice but this is just the way we jam.. we jam..this is just the way we jam!

Jarr said...

gua pesen dah tak reti reply komen lu ni.rasa mcm nak nangis pon ade.

lu mmg pandai bermain ngan perasaan la derr...kahkahkah

Mommy Fara said...

kesian bdk call centre tu....blk2, die la yg kene....

Jarr said...

Fara - takpe.dia tak salah,procedure mengarut astro yg buat dia takde pape pilihan.dia sgt calm dlm situasi sedemikian.. :)