By Alexander Wong | 16 Comments
By Raywen Ong | 20 Comments
When you buy an Apple product, you always expect top notch customer service from its authorised service providers. I personally had issues with my old iPhone 5 and 1st gen Apple Watch, which they have replaced for free despite being out of warranty.
Sometimes these issues are unavoidable but what matters most is the way they solve your problem. To enhance its customer service experience, Apple has released its Apple Support app for Malaysia. This acts as a one-stop app for personalised assistance.
Samsung has just reopened its Premium Care Centre at Plaza Low Yat in Kuala Lumpur. In conjunction with its reopening, they are offering 30% discount on parts and repairs as well as add-on protection plans and warranty for your Galaxy device.
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UPDATE: Digi has given us a full statement!
Mengamuk. It’s really the perfect word to describe the man in this picture who walked into Digi‘s headquarters in Subang Hi Tech and started flinging eggs everywhere. Don’t worry, there’s a video.
There is no perfect telco. Sometimes, problems are bound to crop up with your service and that can cause frustration from a consumer standpoint. From there, the default reaction in this day and age would be to type out an angry status on Facebook, tagging all the necessary parties. Also known as the ‘mohon viral’ tactic in some circles.
But that’s often not the right thing to do if you want your issue resolved quickly. Here is what you should do instead.
Samsung Malaysia aims to provide the best when it comes to aftersales service. Apart from the usual customer service offering, the Korean brand is taking a step further with greater focus on speed, solution and satisfaction. If you need help with your Samsung devices, here’s where you can get solution fast.
Not happy with your mobile telco or fixed broadband provider? If your telco isn’t solving your issue, CFM or better known as Consumer Forum of Malaysia is here to get your problem fixed.
Established by the MCMC (Malaysian Communications And Multimedia Commission), CFM is tasked to protect the rights of consumers in the telco industry. Working closely with service providers, they have to ensure that all customer complaints are solved as stipulated in the General Consumer Code.
Throughout 2015, there’s an increase of 6.11% of reported telco complaints versus the previous year. Out of the 7,326 complaints received, they have solved 97% while the remaining 3% are still under investigation.
This happened a few days ago at a DiGi Store Express at IOI Mall. A customer had made payment at the centre a day before but his payment wasn’t reflected on their system. When he approached the staff the next day for a solution, all he got was further frustration.
As the camera started rolling, the situation starts to get ugly. The male staff appears to have started explaining about waiver and when he noticed that he’s being caught on video, he immediately snapped back why is he being recorded. This was followed by another female staff shouting back rudely “customer besar ke?”
When Morten Lundal took helm as CEO of Maxis late last year, he faces an incredible challenge. Not that Maxis is in dire straits, in fact its customer service experience and network is pretty OK. That’s where the problem lies.
It is very normal to accept things for just being OK. OK is mediocre or simply the middle ground in a survey form where you are asked to rate between Poor and Excellent. For Maxis, they don’t want to settle for average and they aspire to be Great. Now they are in a pursuit to achieve that with a motto that “It’s not OK to be OK”.
Of course, making changes won’t be easy. So Maxis is looking at areas which can give the biggest impact in customer satisfaction with minimal tweaks possible. To date they have made 15 customer service improvements which potentially impact 4 million+ subscribers. One of such improvements is the queuing system at customer service centres.
In a typical centre set up, customers would normally need to queue up to take a paper ticket based on the services they require. To eliminate frustration of queueing, Maxis will have roaming representatives to approach you in a personalised manner. Immediately they can issue a queue number which is sent to your mobile phone via SMS. When your number is nearly up, the system will also remind you via SMS and later on inform you of your counter number when it is your turn. Not only it’s paperless but it makes the process much more efficient. Their goal is a turnaround time of 10 minutes per customer which is quite an ambitious target.
Apart from this, there are more improvements such as more international roaming countries with fixed unlimited daily internet rates and also a better control of mobile content subscriptions which often results shocking bills. Check out the first few videos of their series after the break.
Most telcos in Malaysia have been engaging its customers actively via social media be it Facebook or Twitter. While it serves as an alternative channel for customers to seek info or to troubleshoot problems, handling such complaints online can be a nightmare. As it is so easy to tweet to your telco, the responses are overwhelming to an extent that some tweets are tend to be slower to reply or in some cases ignored.
Maxis seems to be trying to address that with Maxis Connects. While the page is simply a twitter feed without much details on it, the idea if we get it correctly is Maxis tries to get in touch with its customers with an actual Customer Service representative. From the recent timeline, we can see @larni_maxis & @alexa_maxis responding to some inquiries. From the looks of it, their online CS team works on shift but at any time if you need to tweet, it should still be directed at @MaxisListens. So in a nutshell, your tweets to Maxis would be replied by someone with a face instead of a twitter account with a corporate logo.
Whether this works is another question altogether but good effort on Maxis for taking the initiative to try something new. If you’re interested, check out the Maxis Connects page.
The picture above shows P1‘s top management including CEO Michael Lai (second row centre) and the VP of customer service Ahereen Lee (front row right) going through customer service training.
This is interesting.
We received an email from a source within P1 highlighting the extra efforts the company is taking to improve on its customer relationship.
And by the looks of it, they are really putting their money where their mouth is when it comes to customer service.
The source claims that P1’s CEO, Michael Lai has initiated a program dubbed the “You’ve got a friend @ P1” to get the whole company behind the concept of customer service not being a department but a whole company.