Following up to my earlier post about Hong Leong Bank, I was disappointed at how they handled my complaint.
All they did was give me a call and followed up with a letter of apology. Nothing great, just the standard letter saying that they are sorry for what happened and will look into it.
Image Source: http://lordwarwizard.blogspot.com/2007/08/example-of-bad-customer-service.html
As far as I’m concerned, that’s just plain rubbish. Anyone can just send out a standard letter. It just shows that they are just not sincere in handling customers’ complaints. Shame on them!
Given a choice, I would not use them ever again, and won’t recommend anyone using them as well.
In what was a situation where they could have turned a dissatisfied customer into a life time customer, they just couldn’t careless and blew it up with some shitty customer service.
Let me give you an example of how excellent customer service is done.
A couple of years back, I was ordering coffee from Starbucks in Singapore (I wasn’t a fan of Starbucks then, I thought Coffee Bean was better.)
Because there was a bit of a queue, they took around 5 minutes to deliver my cup of coffee. Now I wasn’t pissed, nor disappointed, I was fine with it. What they did next just blew my mind off!
They gave me a free Starbucks stainless steel tumbler (probably costs around RM30-RM50), which they said was a limited time promo. Next they apologized for the delay (I didn’t even know that 5 minutes was considered a delay), and gave me a free voucher for a complimentary drink on my next visit.
To say I was surprised was an understatement. I was won over and have been a loyal Starbucks customer since then. That’s what I call EXCELLENT customer service! And that’s how business should be done, by over delivering, beyond the customers’ expectation.
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