Nasty Thursday* this is. And yes, being a nasty Thursday I am having, I have all the right to be grouchy as this is my blog, my space, my place to write what I perceived necessary to be shared, good and bad.
Anyway, been wanting to bring this up…
The CRM level in the country despite all the efforts and campaigns done is still CRAP…
Yes…CRAP (often define as a lay man term for rubbish, or things of not any good)…
Here are some good examples of bad CRM I’ve come across so far:-
Imagine, it once took me 3 hours of continuous call just to get hold of a ‘real customer service’ personnel to talk to at 7pm in the evening, and that was an international Bank. Last I read about Banks having massive call center facilities with state of the art equipments, and calls can’t even be picked up in 3 long hours? They really need a real good explanation for that? OR do they know?
I guess it’s not an unsual scene, a casual visit to, be it a gov dept, fast food outlet, or even cinema concession stands, you’ll see lots of staffs, minimal counters running, and long queues.
I mean, what is wrong with this picture?
What’s the point of hundreds of thousands or millions of ringgit spent for advertising and marketing campaign while the simplest frontline customer service isn’t exactly sorted out yet.
So will the ‘real’ Customer Relationship Management please stand up, we heard/read it everywhere, if not in news, articles, books…but real life? but do we really see it, Tough luck… When’s the last time you get a front desk or counter personnel served you with a smile?
* Nah, I’m not going to share with you how nasty my Thursday was, but my days being my days…it’s simply as nasty as usual….