The service level has been satisfactory and rated consistent all this while until recently I had second thoughts on their service level just the week before I had the misfortune of losing my mobile phone and SIM card. I had duly called and reported the lost to the customer service agent. He has been quick to suspend the usage of the phone line and next I was advised to visit a nearest service center to request for a replacement card which can be issued on the spot to me.

Upon my visit to one of the service center, I was advised later that the replacement required a payment of RM50 as this service center is outsourced to an agent and on top of that I will need to pay an additional of RM10 for connecting the phone line.

Immediately I contacted the customer service hotline and was then told to visit the main service center in KLCC for a waiver on the replacement. Without hesitation, I related the lack of information by the previous representative which resulted in a run around and causing me to feel cheated as well.

This whole incident could have been avoided from the beginning if only the customer service representative was responsible to accurately inform me on the necessary payments involved. By doing so, the customer yours truly would have been well informed and prepared to pay in order to get the line back into service immediately.

Organizations need to realize the critical importance of their customer service representatives and their services rendered need to be accurate and consistent. This plays a key-role in differentiating the organization from their competitors and making the customers loyal.