Kit Blog

Today, I learn a lesson - How to be a Good Customer Service Officer. I will use this skill when next time i go and make complaint.

Below is the lesson:

Me : Hello Sybase 365.

Mu : Hi, may i ask that is this conservation being recorded?   

Me  : No

Mu  : Ok! I quite angry about that i have make the call twice. I check through your website and the phone number were not true and the address is in Mont Kiara.

Me  : Oh Sorry. We have moving out.

Mu  : what your tecnical site doing? Dint update the details!

Me   : sorry about that, What can I help u?

Mu   : I receive a lot of message from 36700 that come from your company and cost me RM0.45. What is that?

Me   : The message sent from 36700 is Citibank. This is free of charge.

Mu   : do u want me fax the telephone bill to u?

Me   : Sorry, we cant help u to stop the services because it send from citibank and you need to stop the service yourself.

Mu   : Do u know that a Customer service have to wait until the customer finish their talk first?

Me   : Oh, Sorry.

The customer talk but i dont know what he talking about

Mu    : Hello

Me    : Oh yes.

Mu    : U have to help me to stop the services.

Me    : But the services u have to stop yourself. We cant help u. (36700 is a special case that we cant stop it)

Mu    : I dont care, U dont know all the things, i wan speak to your manager.

I hope so, i no need to handle u but i said just now, im the king in the office, no one at here. Help me.

Me    : Sorry, my boss on leave.

Mu    : I dont care she is on leave or not. My hp no is 013XXXXXXX. I receive the message on 4/4/2008 at 11.02am.

Me     : Oh. But can u

Mu     : I dont care. From here i found your company number.U have to solve this problem for me. If not, I will complaint through MCMC and write in blog. How u work as customer service? What my name?

Me      : mai I ask who is on the line?

Mu     : Lim. What my hp no? and wat time i receive the message.

Then i just repeated and end the call.

From here, when u want to complaint to telco, u said i will make the complaint to MCMC. MCMC is the big big boss in Malaysia. Then u talk dont let the customer service talk. If he scold u, then u say i wan speak to your manager. HAha.

Haiz, i also dunno how to help him.

*Mu = mobile user

Wau, it sound nice, can be a King but from other side, your responsibility become more heavier. My boss was on leave about half a month and my big boss and the other boss went to S’pore. Another boss only can see her once a week and another one work as sale and need to meet up with customer all the time. That why i will become a king. But sad to say that, King not a easy job. I only work at here 2 month, I still learning but now i have to handle a lot of thnigs that i dint handle before. I have to entertain the customer call, complaint from Maxis, Digi and Celcom and complaint to Citibank. Luckily, I have a helpful colleague. He teach me a lot of thing. We have agreement with all the telco, we have solve their problems within 24 hours, if not we will receive warning letter or the line will be suspended.Then, all of this things make me panic. Normally, this type of complaint is not handle by me.

Today, i receive a lot of complaint that i do not know how to handle.But i have to act as I know all of this and very professional. Stupid, sometime i also give wrong messages to the customer. haha.

"RM3, how much is it? Just a small amount" whispered by someone. But if pay for rm3 start from every month until end of month, its a big amount!

In the past few month, the Lrt parking in the Permaisuri is free of charge but today suddenly have one people standing overthere and said

"Selamat pagi Encik, bermula hari ini, sini parking perlu bayar rm3." What the hell man, ask me to pay parking fee. rm3 very expensive lo. By the way, its not worth lo. That is better i drive and park my car near the office, the parking fee onli rm6 per entry. No need to wait LRT and monorail. More easier. I have decided, i will ask my sister fetch me to LRT station in the morning then ask my father fetch me at nite. Then i can save my rm3. If count for the whole month, i have save rm90 something.

By the way, i also dunno y the DBKL ask people collect parking fee from the passengers. It a stupid action. We take LRT because wan to avoid the traffic jam and high pay parking fee. If they start to collect parking fee, better i drive and no need to waste my time to wait the train.

Haiz…..anything need money.

"Hello, Sybase 365, may I help u…."

This is the sentence that I alway talk once I pick up the phone. I work as a customer service at this company around one and half months. From here, I learn a lot of things and get a lot of experience and all my colleague quite nice. In first week, I felt that this job quite relax because one day u only received twenty something call (its the max) but u will find out many kind of people in this world. Some of them were polite and educated, so that when I received the call, I will not feel angry. But some of them were very rude, not polite, not educated at all. Once u pick up the call, they will start to scold you.

Below is one of the example of conservation:

Me              : Hello Sybase 365, can I help u?

Mobile user : F u ah! Tipu saya punya money. Saya tak ada order apa-apa

                    service tapi u all ambil saya punya wang. F u ah…..

The conservatio goes on. Only the mobile user talk, I dont have the chance to talk with him.

Me             : May I have your hp num?

Mobile user: F u lah …….( The mobile user talking non stop with the word F )

Me              : Excuse me, can u give me your hp num? If not, we cant help u

After a long time kena F u, I still unsuccessfully get his hp num, I just cut off the line.ps: F ia a bad word

Next experience, It all happen in the same day:

the conservation before i forgor already. Haha

…………

Mobile user : Kamu tak tau Malay ke? Kamu Malaysian ke?

me             : Fine!

mobile user : Apa kamu nama?

me             : ( i cant hear clearly) Apa?

mobile user : Babi ah! Apa kamu punya nama. babi ah

Me             : ok. I am Kah kit.( i purposely talk in English)

mobile user : Babi ah. Kah Kit babi

In a fighting condition, I have lost my temper

Me              : Excuse me, please respect other people!

Mobile user : Kenapa saya mahu respect u. kamu babi ah.

I was very angry and just cut off the line.

Which time of person will scold u babi? u know and i know la. Keep in heart!

Ps: is there any offend, please forgive me!

From here, i can see different types of people.

In other people side, my job is a relax job and nothing to do. Its good. But from my side, i was bored with this job.Once reach the office, switch on the computer, listen to the voice mail and check email. After that, answer the call and key the mobile user hp no into database, send email, that all. When no call, i just sit at there and look at the window, waiting the time goes on. Sometime, the kids playing the phone and make me more angry. I know that im a hot temper person. When it totally bored,  watch the online movie and games. If the big boss here, i can onli read magazine and story book. I felt guilty until i want to quit, but i have promise them that i will work until end of May. My mum said that y u not worried they u set u out but what i worried that is how i spend my time in the office. Now, the content provider start advertise their song in the TV, so that the calls were increased.

However, i alway receive the call like this.

Example:

I want to buy that song. Ok, kamu hantar sms la.

kenapa saya tak dapat download? Your phone tak ada GPRS lo

kenapa saya tak dapat lagu? How i know, this is the network problem ma.

Y u all  send all of this rubish message to me? Excuse me, is u sent the sms to activate the service!!

I dint sent this type of message. How i know is who using your phone to send the sms.

Haiz,i know that i not suitable in office job. Sit in one place and doing the samething. what to do? You need money or not? When the kids call in, they dun wan to answer, then i also dun wan to talk, let time go and wasting the time. When the call can like this until 1 minutes, that means that i won in the mission. Is it a stupid mission? Haiz……nothing to do wat. What to do?

Now when i wait up, i will talk to myself, "kah kit gambateh, love your job and concentrate your job, have a nice day"

Today can be said that is an unlucky day for me!!!

When i go to the LRT station’s parking to take back my handsome car, once i try to open the car’s door i feel that the door has been opened by other people, but when i went into car, things inside the car were placed properly expecially radio . I think that may be i didnt close the door properly and " duo xin ". Then i try to start the engine and prepare to go home. OH MY GOD, no sound at all. No engine sound. My goodness, I have a bad feeling. I not dare to open the bonnet because i think that something is missing either the battery or the engine. I call my father and he arrived around 10 minutes but for me just like 10 hours. I feel anxious and worried. What happen to my car. When my father reach, once he opened the bonnet, the car’s battery is missing. What the hell man, why they want to steal my car’s battery, There are so many car here, why they want to choose my car. By the way, its late, a lot of the foreman was already went home. Who can come and help me? I felt helpless and hopeless. I wan to cry also.My father scold me why park my car in that place but that only the one place. After that, i call my eldest sister to ask for help. My sister and mother were rush to the nearer place to find out whether got foremen still working or not. Luckily, one of the foreman near my house havent go home, he came to the parking site and bring along the temporally battery and put into my car. But i have to drive very slow. Finally i reach home and my car no need park in that parking.This is because after the working hour, there will no more car in the parking side. If my car park at there i worried that the tayar will be stole also. From here i realize that the important of family members. They are the person who give u help and support when u needed.

Special thank: My parents and my eldest sister.

Special curse: The thief who steal my car battery. Wish

                     that he will be caught by police and put

                      into jail.