starhub customer service sucks either because their management
does not focus its resources and systems to CRM.
first I am wondering if their call centre is recorded, because
this is so that if their staff are providing wrong or bad customer
services, their manager will take corrective action by rectifying
or coaching the staff. if he/she doesnt improve, maybe warning and
dismissal if he/she is bad in customer service.
as customer service jobs are low pay and hassle listening to
customers complaints every day, thats why they are low morale and
just treat it as a job to earn a living.
starhub need its management to focus on customer service. when
they say need to call back after 3 hours, make sure you call the
customer back within the time frame, even if the problem is not
solved, give the customer a holding reply and say I will get back
to you when the problem is rectified and say, you do not know how
long it will take to solve the problem, but make sure you call back
the customer even if the problem persists for 1-2 weeks.
