Thursday, June 19, 2008

I am terribly upset due to a customer issue. For 10months i work, this is the first time i drop my tears. Here the story goes, this customer came to the branch to collect his bank statement, however when he check there was only 2, he needed 4 statement he claim. B4 that he already call the contact centre to request, but from my understanding which was our e-mail we only receive 2 statement instead of 4. Customer insisted that he need the other 2. When i told my manager she say: "no no account services only e-mail 2,we cant print out the rest, tell customer we only receive 2". But how am i going to tell customer this reason?Customer view the bank as a whole, who cares whether what are the department (i put myself in customer shoes). She wont help to solve the problem instead keep blaming others. For what the hell you keep blaming others? The right approach is how to settle customer issue, how to solve their problem first before you go blame whoever you want.

So no choice i agree to help customer find the statement asap and fax it to him, coz he claim that he is rushing his flight in few hours time. No choice he left the branch, i e-mail whoever that is concern and i manage to get one statement. When i tot the problem has been solve, he needs another statement( as b4 that i didt know he got so many statement). As usual i manage to get the statement and fax it again, but the statement he need sld be last year and not this year. By the time customer already at the airport le...when i call him and he told me it was wrong. He was so totally peace off (and i understand, i dun blame the customer), scolding me and hang my phone. For the moment i really dun know how to solve the issue, he need it so urgently but yet i cant deliver the document to him. I really broke down in tears when there was no one that can help me. I am sandwich between the problem and the customer. No one willing to help me,i mean mr ng tired i really appreciate and in the end boss came in to help also. But is already too late, customer already flew off. I dun know what will happen if the customer came back from overseas, i believe he were going to lodge a complain against me. But seriously i dun mind, i just hope the customer can get his documents tml if he call the contact centre from overseas again.

I am upset because i already went to the extra mile to help customer find the documents, but yet the customer dun feel appreciated at all. He just blame me for everything. I mean in the first place i sld not had involve in such a situation. My job was to pass you the statement. End up when missing 2 statements it became my problem. I felt so wei qi really....i am just being very kind to assist customer( by the way just to let u ppl know, it actually takes abt a week for the statement. But it took me 2 hours only and the customer was so angry). I felt helpless, no one in the branch can help me. I mean who would want to take up shit responsibility right.

What is call customer service manager? What is call excellence customer service? I dun understand, all of them told me that i am too kind to help the customer, but what is call service line? Provide excellence customer service, go the extra mile? Is all crap....i cry i really cry. Am i really too kind? Am i in the right job right position? I cant provide what my customer want. Even though my senior, the officers told me that i am not to blame but i still felt very bad about it. Is my responsible i felt, but i really learn my lesson well. Really not to be too helpful...i still felt very upset.

By the way coz of this issue,i only manage to eat my lunch at 5plus. Can u imagine...by the time finish eating i can go home le...I am so upset. I know some of my colleague were trying to help me, but yet they cant do anything. Thanks for their concern, benson kor kor (haha...wanted to give me a treat to Cheer me up), christine ( for buying a chocolate and secretly put in my bag with a sweet note asking me to jia you), mr ng trying to give me solution, boss helping me to check, salwana, dylan and angline asking me what happen. Only person that seem dun care ya u know who...my manager. I hate it when she keeping pushing the blames to others, i wonder she realise that a not.

This whole week i really met a lot of nasty and difficult to handle customer. This week is really a shit shit week for me. Tml last day and i will go for 4 days leave. I need a break...i am hungry now haven taken my dinner.

Posted by snowpoem at 12:22 AM