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Posts Tagged ‘customer

Count your blessings if you do not have to deal with customer “service”. I must have been cursed to need to communicate with three different groups this week. But ever the optimist, I link my negative experiences with lessons on learning.
 

 
My first encounter was to arrange a redelivery with a courier company that I had never heard of. I Googled for information and found their site.

Like most modern companies, their site had a lot of information and an option to type in a reference number. However, the number was handwritten poorly on the delivery chit. Whatever number I keyed in gave me an empty return.

I resorted to calling their hotline, and while the customer service representative was polite enough, he also could not find the reference number. We eventually used other information to find the package.

When rearranging a delivery time, he offered a wide 9am to 6pm window on a weekday. This meant waiting at home, potentially the whole day, for a package. I asked for a weekend delivery with a smaller delivery window.

The problems here were bad human handwriting and ridiculous delivery windows. Both are examples of not putting the customer first — writing in a way only the delivery person understands and wanting to redeliver when no one is at home.

The first thing an expert forgets is what is it like to struggle with learning.

Just as there was no empathy for the customer, teachers sometimes forget what it is like to be a student. If you forget what it is like to struggle with learning, then there is no point teaching.
 

 
My second call of the week was to arrange for the recycling or responsible disposal of a UPS (uninterruptible power supply) that had stopped working.

I called a service number and discovered that I had three options: Bring the item in to an industrial office, pay a courier to deliver it, or arrange for pickup based the convenience of the company.

A UPS is heavy and I was not going to lug it to an industrial area that typically has poor access via public transport. I had already paid for the UPS and was not about to pay for its collection.

So I got the instructions to send an email — to an address that was not listed at the company’s website — to arrange for pickup. I received an automated reply with a reference number. And nothing else. No schedule, no instructions, nothing.

The main problem in this case was a broken promise because someone forgot to combine human effectiveness with technological efficiency.

If you cannot reach them, you cannot teach them.

The reminder to teachers is a mantra I repeat: You must reach them to teach them. This goes beyond delivering content and providing critical information. It means following up and providing feedback until there is clear evidence of learning.

Singapore's Mos Eisley, Sim Lim Square, is still a hive of scum and villainy.

My third encounter was to find a replacement UPS. To get a good deal, I looked for alternatives at Singapore’s equivalent of Mos Eisley, Sim Lim Square (SLS).

While some scum and villainy still exists, SLS has cleaned up its act and I know a few reputable stores. Reputable, but not dependable.

I looked up price lists and contacted one shop by SMS since the contact number was plastered prominently on its website. I did not receive a reply and called two-and-a-half hours later. The lady realised I was the same person who send the SMS and told me that they had contacted the supplier.

This would have been a fine response if my question was: Did you contact the supplier? It was not. Instead, I had asked: Do you have this item in stock?

I applaud her anticipation in answering the second question, but she did not answer the first. She did not inform me via SMS or a phone call that it was not available.

Immediately after the phone call, I received an SMS reply repeating what we already talked about.

The problem here is not just inertia or not being able to communicate in a timely manner. It is assuming that the customer knows what is going on (the item was not available and they were trying to get a supplier to deliver one).

Teaching is neat. Learning is messy.

In teaching, it is easy to assume that learners understand things the way you do. Easy does not mean that it is right. The learner does not have the same experience and mental schema as the teacher. Learning is a messy process and teachers who already see the order may forget what it is like to tidy up.

There are little things in everyday life that can remind educators what we can do to be effective pedagogues. We just need to be open, critical, and reflective.

Patience might be a virtue, but frustration might be your reward.

I am nothing if not patient. When I read the news in November 2015 that my telco provider (StarHub) would lower its fees, I almost did a joyful jig.

As I was still tied to an existing two-year subscription plan, I had to wait to take advantage of this change. In January this year, I visited a StarHub store to find out exactly when and how to make the switch.

I found out that I could do this in late June 2016 for my mobile line and last week for my wife’s line. While the when was easy, the how was less so.

The process seemed to be designed to dissuade those that dislike jumping through hoops. According to a customer service representative (CSR), I had to call 1633, inform them of my wish to change, and then make the change myself online.

I did that, but I wondered: Why call when the process is do-it-yourself? Do some people need help figuring out when they can do this and which web page to visit? Automate the process and put it online!

I already had the URL by trawling the telco’s site, but the CSR on the phone read it out to me one letter at a time anyway.

I managed to make the switch online. The process involved verifying my credentials (logging in), checking my eligibility (a button on screen), and making the switch (clicking on that button). The initial phone call was not necessary.

I thought all was well and merely had to wait two more weeks to repeat the process for my wife’s line. However, hope springs eternal, patience is a virtue, and shit hit the fan.

StarHub messes up.

When I logged in to check my account, the telco had my mobile line under the wrong scheme. As a Hub Club member, I qualified for the SIM-only 4G 3 plan at $21.45 instead of $42.90 per month. My online account information indicated that I was on the more expensive plan, but an email stated that I was on the cheaper plan.

Which piece of information was I supposed to believe?

I emailed and called the helpline again and received email and verbal confirmation that I was on the cheaper plan. But the information online still indicted that I was on the more expensive plan. Which information will the billing department use?

Last week I tried switching my wife’s mobile line to the SIM-only plan. However, the process had changed. The verification process was no longer available online and there was no option to make the switch.

I called and emailed again. I was told to wait because they had to check their backend. If I was not already bummed out by that point, I might have made a cheeky response about them caring only about the bottom line or their service being the butt of jokes.

Instead I tweeted this:

I received a reply to DM my number phone and account number. I did so and also provided the annotated screenshot I shared above. Now I screenshot their DM reply.

StarHubCares?

Apparently when they “escalate” something, it takes three working days. As it was a Friday night by the time they replied, I presume they mean an optimistic Wednesday.

This sounds reasonable since I am not a Member of Parliament or mrbrown. I am just a little person who subscribed to StarHub services since its inception.

Three working days is definitely reasonable when there are still “contact us” pages elsewhere that claim a 14-day wait for a reply.

I can wait. The telco can take its time. During that time the billing cycle will kick in like clockwork to charge me more than it should. To address this, I will have to call, email, or tweet. Again.

Patience is a virtue, but frustration is my reward.


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