On Customer Loyalty

March 26th, 2009 Comments(1)

I'm an exceptionally loyal customer. I love clean honest brands that deliver what they promise, and don't claim to do more than they can. I love sincere customer service, and recognise superior skills.

I buy the same products again and again for years if they work for me. Every month, I go to Kevin to get my hair cut, and Esther to get my brows trimmed. They do so quietly, without any attempt to hardsell anything.

In turn, I'm an impressive customer advocate. I wax lyrical about products and services I love, give glowing reviews, and convince people to try them.

I also work the other way. If I receive exceptionally bad service, I write in feedback. I expect something to be done. That's when I learned that single-cell organisms are being put in front of computers to make up banks.

Good evening,

I received a very unpleasant phone call this morning from an insurance company that claims to be affiliated to Standard Chartered. With an extremely pushy sales pitch, the caller expected me to agree to sign up for an insurance plan over the phone by verifying some personal details.

I was interested in the plan, but did not want to make a decision yet, so I told her to send any materials to me over email so I can learn more about the plan. She asked me if there was anything unclear about the information she provided to me. I explained that I did not want to make a hasty decision and wanted to sign up only after I learned more about the plan.

She repeated her sales pitch again and again and kept insisting I verify my personal information, like a macro programmed on loop until the command "Yes" is issued.

It is disgraceful that Standard Chartered abuse my personal information like this. I did not agree to any unsolicited calls, and it is unethical to use my information to generate sales. For any future promotions, please send all materials by mail. I do not wish to receive further unsolicited calls from Standard Chartered and any related companies. If I do, I will not hesitate to terminate my account.

Regards,
Samantha Tan.

Dear Ms.Samantha

Thank you for your email.

Our sincere apologies for the inconvenience you have experienced

Please be advised that we have informed the relevant department on this issue and will check with the person who contacted you.

Thank you for your understanding and support.

Any enquires, you may wish to give us a call directly at our 24-hour customer service line at 1800 747 7000 or +65 6747 7000 if you should be calling in from overseas. Our Service Consultants would be glad to assist. A collect call can be arranged through the local operator.

Thank you and have a nice day.

Sincerely,
Steve
Senior Service Banker
E-Channel & EPB

Firstly, who the fuck gave him permission to address me by my first name? I'm not on buddy terms with him. Call me Miss Tan and be done with it.

Hello,

It has been 2 weeks and I received no further news from you regarding this matter. You did not explain why Standard Chartered was collaborating with an insurance company to pressurise customers to sign up for insurance over the phone. Nor did you address my concern about Standard Chartered using our personal information to make unsolicited calls in order to generate sales.

I would like an explanation and an assurance that this would not happen again.

Regards,
Samantha Tan.

Dear Ms.Samantha

Thank you for your email.

Please accept our sincere apologies for the inconvenience you have experienced.

We would like to assure you that the Bank greatly values feedback from customers on the service level rendered to them. We would like to thank you for taking the time to provide us with your valuable feedback, which will help us improve on the quality of our service.

Should you require further assistance, please contact our 24-hour customer service line at 1800 747 7000 or at +65 6 747 7000 and our Service Consultants will be pleased to assist you.

Thank you and have a nice day.

Sincerely,
Steve
Senior Service Banker
E-Channel & EPB

Does he think I'm blind? Or an amoeba like him? Can't tell it's the same bloody email he sent the last time?

Hello,

Please stop sending me standard template replies. Your first and second message are almost exactly the same. They did not address the problems at all which are, if you did not understand my previous messages:

(1) The bank has been giving out my personal information to third-parties.

(2) The bank has been collaborating with third-parties to harrass customers over the phone and push packages that they expect customers to sign up for immediately.

(3) The lack of assurance that this will not happen again.

As such, in your next response, please address the following:

(1) Please inform me exactly why my personal information, that I have entrusted the bank with, is being used to sell me insurance

(2) Please explain why Standard Chartered was collaborating with an insurance company to harrass and pressurise customers to agree to sign up for insurance packages OVER THE PHONE, with no information other than a sales pitch

(3) Please assure me that the above will not happen again, and that my information can be safe with the bank and not used for such unethical means.

If this is the level of service I can hope to receive from Standard Chartered, then I would like to terminate my card and I will not be signing up for any of Standard Chartered's service in the future.

Gawd, with that atas front the banks put up and all their nonsense with strict recruitment processes, you'd think they'd hire some people who can do more than copy and paste.

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1 Comment so far

  1. necrome @ March 27th, 2009

    Miss Tan, sorry for calling you Samantha all these years! *shivers*



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