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<table border="0" cellpadding="0" cellspacing="0" width="560"><tbody><tr><td colspan="2" valign="top" width="550">Poor service at Starhub branch <!-- TITLE : end--> <!--
Officer seems unwell, disinterested, says reader. -TNP --> </td> </tr> <tr></tr><tr> <td colspan="2" align="left" valign="top" width="550"> <table> <tbody><tr> <td> <table> <tbody><tr><td>
</td> </tr> <tr><td class="content_subtitle" align="left"> Wed, Dec 23, 2009
The New Paper </td> </tr> </tbody></table> </td> <td align="right" width="400"> <table border="0" cellpadding="0" cellspacing="0"> <tbody><tr> <td align="right" valign="top">
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ON 14 Dec, I went to the StarHub branch at Compass Point to sign up for a mobile plan with a new Nokia N97. After waiting in a queue for around 40 minutes, a customer service officer, who gave his name as Mark, attended to me. The price plans varied, and all he did was to ask me: "Which one?" When I insisted on seeing all the options, he reluctantly agreed to explain the price plans. His eyes were bloodshot. Indeed, it looked like he was struggling with some sort of sore eyes. He constantly paused to drink water, and was also distracted by his phone which he kept using. He looked disgruntled and disinterested, and at one point he seemed to imply that I may not be able to afford one of the price plans.
After 20 minutes of this "service", he told me that the phone I wanted was out of stock. I wondered whether StarHub was forcing its employees to work even if they were sick,compromising service standards. And does StarHub train its customer service personnel to profile customers and recommend cheaper price plans to those who do not dress smartly? StarHub's high standards of service had impressed me before this. I hope the company can explain what happened on that day.
This article was first published in The New Paper.
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Officer seems unwell, disinterested, says reader. -TNP --> </td> </tr> <tr></tr><tr> <td colspan="2" align="left" valign="top" width="550"> <table> <tbody><tr> <td> <table> <tbody><tr><td>
The New Paper </td> </tr> </tbody></table> </td> <td align="right" width="400"> <table border="0" cellpadding="0" cellspacing="0"> <tbody><tr> <td align="right" valign="top">
</td></tr> </tbody></table> </td> </tr> <tr><td colspan="3" class="bodytext_10pt"> <!-- CONTENT : start -->
ON 14 Dec, I went to the StarHub branch at Compass Point to sign up for a mobile plan with a new Nokia N97. After waiting in a queue for around 40 minutes, a customer service officer, who gave his name as Mark, attended to me. The price plans varied, and all he did was to ask me: "Which one?" When I insisted on seeing all the options, he reluctantly agreed to explain the price plans. His eyes were bloodshot. Indeed, it looked like he was struggling with some sort of sore eyes. He constantly paused to drink water, and was also distracted by his phone which he kept using. He looked disgruntled and disinterested, and at one point he seemed to imply that I may not be able to afford one of the price plans.
After 20 minutes of this "service", he told me that the phone I wanted was out of stock. I wondered whether StarHub was forcing its employees to work even if they were sick,compromising service standards. And does StarHub train its customer service personnel to profile customers and recommend cheaper price plans to those who do not dress smartly? StarHub's high standards of service had impressed me before this. I hope the company can explain what happened on that day.
This article was first published in The New Paper.
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