Tuesday, June 17, 2008

Customer Service

One of my colleague from the management team gave me the KK tour agency address. According to him, they provide a good package for him. All the trip is customized by his own. The tour agency just helped on the planning and taking them to those places they wanted to.

So, I called the tour agency immediately. I looked for the recommended agent. Mana tau, the agent has left the tour agency! The person who pick up the call transfer me to another person.

I talked to the person in English in the first place but the person replied with Mandarin. Oh, OK. I switched my language to Mandarin. After talking for few minutes, the person seems like not getting my point and asked me to send an email to them instead. They will follow up from there.

I sent them the email. I got a response after 16 minutes, quite fast!


To my surprise, the person replied like we were old friends! Let's see what is written in the email. I highlight it in red box!


I was like hmmmmmm, I'm the customer leh.... How can you reply like this by using WA LO YE? I let my colleague looked on this email, she also said the customer service siao one. In the email, there is a MSN account. I added the person in my MSN. It's easier for me to get update from them.

I started my conversation with them once I added. Here comes the conversation that shock me one more time!


Hey, come on..... I'm also doing support. Are you going to tell this to your customer? This is not the end, please continue to see the conversation.


How can you say now cannot la..... pls la pls la.... to your customer? Oh My God!!!

I sent a message to ethem this morning and asked for the update. They told me to wait and they will give me a reply by today. Now, the time is already 2pm and there is no email in my inbox! If they didn't send it to me by today, maybe I will look for others.

Overall, the customer service was totally not professional at all! They need to attend classes on how to become a quality customer service!

Updated at 5.44pm June 17 2008
I got the reply finally. I have no energy to say anything, you read yourself.


FED UP LAH!!!

31 comments:

Somewhere in Singapore said...

aiyo, y they write like that, not professional at all leh...

Dragon said...

wah, sharon, u so fast today! i'm still reading and editing my post leh.... hahaha. yes lo, not pro at all. sigh.....

Somewhere in Singapore said...

kekeke... i sit sofa today, kekeke... Akira there i also no chance to sit sofa, now here in your blog, 2day i got chance to sit sofa... kekekeke...

Chobits said...

Sharon so fast~ ^^
Never mind, i am the second one, hehe~
Haha, the person really treat you like his long know friend, maybe they think this can make their customer feel more comfortable but it is not the basic and correct way to treat a customer, they should treat you with respect and talk in a more polite way. Hopefully they will send you the date by today.
Wish you journey mercy and have fun! p/s: I want souvenirs

Anne said...

OMG!!!! wat on earth of tis answer? shouldnt is customer service language le!!!!!!!!!!!
did u port to the customer conplaint? service so bad! better dun choose tis one le! later regret more @! O.O

Anne said...

chobits so fast!!!! >.<

Dragon said...

sharon, yes lo, u sit sofa today!!!

chobits, yes la, but cannot be like this one. im the customer, not friend. souvenir? let me think first. hahaha.

anne, u also say oh my god hor!! i will decide later, need to see got reply or not and the price too. u not slow also la. u r the 3rd person.

迷迭香 said...

oh dear.... if not reading properly i tot u were talking to ur gf hahahaaaaa.....
totally unprofessional !! >.<"

Akira 思胜 said...

Walau eh, so "professional"!!!! Haha, really lau yah lar... Same as ah xiang said, u are like talking to ur gf lar...

This is not customer service lar, better ask them to attend class 1st...

Dragon said...

迷迭香, if i talked to my gf, i will not posted out the conversation la.... private!!!

akira, so low class.... 3.28 now, still not yet got the email from them. disappointed liao.

Mei-Wah said...

so unprofessional leh the tour agent! i think you should seek for other agent!

you are going to KK ar? if you need any info regarding KK, you can ask me! i stayed in KK before, for 3 years... ;) i'll be glad to help.

Dragon said...

mei wah, i also stayed in KK before wor.... for 3 years also wor.... i'm your senior leh then..... wakakakakaka. i'm really no eyes see for the tour agancy. so sien nia.

迷迭香 said...

for example only mar... :p
anyway all the best to u lor ~

Dragon said...

迷迭香, hahaha. thanks for your wish.

Tau Sar Phneah said...

well, a 100% of 'customer service' for them...haha..aiyoyo..maybe they're trying to be more closer to the customer but i dun think that will work with the 'la' here and there..somo more mentioned tht they said silly question...wtf!! imagine tht..

Mei-Wah said...

firstly, i want to say: WAHLAUYEH~~~ to the travel agency... how can they talk to customers in such way? sigh... kepalaku pusing when i read your conversation between u and them.

really "kns" lor the fella, whoever he is. hahaha... dragon, be patience!

hope you will have a GREAT holiday in KK... i miss KK alot too and planning to return there for a holiday someday...

bearlim said...

got msn somemore!
sooo not professional >.<

Headmaster~~~ said...

I think kind of cute to have such a support person...
My work had to deal with quite a number of support staff...
All of them are like so profesional until so boring...
But anyway... The last email was really a bit too much... I hate delay...

By the way... Don't think you need an agent for KK lar...

Kikey said...

haha... so funny!!

i suggest u think abt change the travel agency!! or send an email the management... so unprofessional... sun think abt get good service from them...

especially after i staying in US, learn a lot of things... in US u won't find the service like that!!!

SockPeng said...

not professional look at the first point , cant imagine what kind of service will provide .....

Joze Foo said...
This comment has been removed by the author.
Joze Foo said...

yala...sometimes when i see the marketing exec in my office oso reply email like this to client lo...but of cos my marketing exec english is much better...jus that the style she use not appropriate

K3ViN said...

wah like tat also can? truly not pro at all... how can answer like this.... If i were u.... he is going2 get from me.....

LimZhi said...

wat the hell? Have to scold them back 'walao eh..'

Dragon said...

tsp, u seem more angry than me wor. hehe.

mei wah, i will be patience, wait and see their reply by tomorrow.

bearlim, got msn still ok. but the way they talk, really pengsan!

headmaster, i hate delay too la. promise today, then say cannot. hate nia.

kikey, yes, US customer service very good! they are polite. will always say thank you. not like here, u say thank you, some not even reply also. sigh...

sockpeng, i also have no idea leh...

joze, then u need to teach your colleague la.... be pro a bit. hehe.

k3vin, dont like that la... sometimes, no need to be so bad one... not really a big problem to me, as long as they can give me what i want on time.

limzhi, yes lo. hey, when u went one ar? long time already? got any contact?

Fishyho said...

like that also can? they write the email should have the formal writing format~

conversation like talking to friend~

haha really "wa lao ye"!!

Constance Chan said...

OMG!! this is so hilarious! does the travel agency know about it? i'd post it in forum if i were you ...

err... want me to write a long complain letter? hehehehe

LOLOLOL

Piggy said...

Aiyo....why like that one. If me, sure no confident already.

Since u r also into support, you tell them, you will offer them free classes on how to better serve ur customer :)

cool lounge said...

funny......
hahaha, geng o,
maybe he try to be fren with you, but in the wrong way?~
send an email ask him to be pro abit, macam ini kita customer punya face nak letak mana ar?

LimZhi said...

Hmm..I dun get wat u mean lehh.

'hey, when u went one ar? long time already? got any contact?'

U wan the contact of the rude ppl ar? The previous one I met is in Czech la. Heheh..

Dragon said...

fishyho, yes lo, they shd and must have a format one mar....

hoon, good good, help me write complain letter and post to the forum. hahaha.

piggy, me also no confident la. they sent me the quotation just now. but im not going to get from them.

kemy, yes la, like this also call customer service? totally cannot la.

limzhi, i think u already got what i mean. hehehe.

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