A Singtel tale: Why a good customer service representative is important

Ok. So this is the summary of the beginning of the story.

CF went to New Zealand to start a new adventure.
CF suspend her mobile phone account with Singtel.

CF come back with valuable lessons learnt.
CF need to reactivate her mobile line.

Bill #1: The normally $36/month bills turned out to be an almost $100 bills for the month of November (including the $20 reactivation fee).
Bill #2: The abnormally high bill figures maintained – realised my mio package discount was missing.

After a while, CF finally got the time to drop an email to check with the telco, and the customer service called back after reading my demand to call back on the same day. 1 Point granted.

CF (angrily): Why is the bill so high?!!
Customer service: *mumbled with a voice that sound like he is using his stomach to talk… trying to break down the cost of each item*

CF (angrily AND impatiently): Where is my discount?!
Customer service: *still mumbled with a voice that sound like he is using his stomach to talk… trying to explain that when one suspend his/her account, Singtel will terminate the benefits and promotion along with the suspension. BUT, when one reactivate the account, these benefits and promotion WILL NOT reinstate along with the reactivation of account*

CF (angrily AND impatiently): What?! I wasn’t ware of this! Someone should tell me I need to reinstate my package discount SEPARATELY when I reinstate my account.
Customer service: *still mumbled with a voice that sound like he is using his stomach to talk… trying to apologized for no one informing me of this “scam”(he didn’t mentioned this word, but this is what I labelled the Singtel policy as that) policy*

After a while, the customer service finally helped me to process and reinstate back my discount but it need up to 2 months to be processed.
CF: YOU DO AWARE THAT AFTER TWO MONTHS MY CONTRACT WILL ENDS AND I AM FREE TO CHANGE PROVIDER, RIGHT?
Customer service: *still mumbled with a voice that sound like he is using his stomach to talk… and sound serious* I have checked that you have been with Singtel for a longest time possible and it is not beneficial to change a provider … blah blah blah… Singtel is best service provider in Singapore … blah blah blah

Now, I can’t help but feeling both angry and funny at the same time, such that I break into laughter.

CF: You really very good customer service hor, Singtel should be happy to employed such a good customer service like you.
Customer service: *still mumbled with a voice that sound like he is using his stomach to talk… and sound serious and professional* Thank you. But seriously you have been with Singtel for such a long time… blah blah blah *not giving up trying to convince me NOT to change provider*

Ok. I can’t help but think I need to give a thumb up for this guy – Major from Singtel Customer service. I still hate the forever technical issue and billing issue experiences with Singtel, but I have to admit a good customer service really helps an organisation a lot.

As unlucky as me, I ever experienced billing problem with another Telco as well 2 years back, I was holding another mobile line with that telco, but the SIM card was inserted into a ‘traditional’ phone that DO NOT have surfing ability (at least I wasn’t aware it have such ability), I don’t even on that phone everyday, but I was charge for over $15 for data usage.

So CF called the mobile provider: I would like to check why am I charge for data usage when my phone can’t even surf net.
NON-Singtel Customer Service: It is stated so in the system, the system will not lie.

DASSIT!
I snapped immediately and asked to speak to the manager, but that customer service came back to answer the call and say he will ‘waive off the bill OUT OF GOOD WILL’.

Seriously, if you have such experience before, I believe you will understand why despite my unhappy experiences with the Singtel products, I might still stick with Singtel for some time. With a good customer service representative, an organisation can easily turn an unhappy customer into a happy person. This is an example where a screw and impact the sales of a car, and the value of how much the car can be market.