Wednesday, June 30, 2010

Hotel Seven , Malacca vs Naza Hotel Malacca

In the previous post I expressed my unhappiness at Naza Hotel Malacca poor customer service in not replying to my email.

I've been to Malacca and back and after 4 days Naza Hotel has still not yet replied.

Well, a blessing in disguise really as I stayed at Hotel Seven which is new and clean. At RM$115(78 for weekdays)for a double room, it was a good deal. It even has its own basement carpark.

Situated opposite Bukit Cina at the end of Jln Temenggong,it is within spitting distance of some popular restaurants.

For surfers like me,the wifi was great. Two desktops in the lobby are for guests' use.

I'll certainly consider staying at Hotel Seven on my next visit to Malacca.

Naza Hotel's loss was Hotel Seven's gain.

The customer is king!

Sunday, June 27, 2010

Naza Hotel, Melaka - score for its customer service is ...

To say I'm pissed off with Naza Hotel in Melaka is putting it mildly.

I sent them an email 24 hours ago to enquire about a promotion but it has still not responded.

What kind of business are they running when even potential guests' enquiry is ignored? This is the first time I've encountered such poor service from a hotel.

Naza Hotel is a hotel chain in Malaysia, not some shady hotel.

It's not only lost potential customers but its reputation will be further marred by negative feedback by word of mouth.

Score for its customer service? ZERO.

Saturday, June 26, 2010

POSB vs MAYBANK: which is better?

I always dread going to any POSB branch. Customers often have to queue for a long time. Those who suffer the most are the elderly and those with health problems. Long queues are common at most POSB branches.

When I asked their staff why couldn't they issue Q numbers the reply was that some customers miss their turn and then insist on being served all the same. Not a very convincing excuse in my opinion.

At Maybank customers are given a Q number,and provided with comfortable seats while waiting. If Maybank and others eg Stanchart don't find the Q- number system a logistic nightmare, I fail to understand why POSB is reluctant to emulate them.

Personally, any business that makes me stand in line unnecessarily for too long gets the thumbs-down. Want my money? Make sure your customer service meets my expectations or I'll go elsewhere.

It's as simple as that.

Friday, June 25, 2010

Singapore Customer Service: hype or truth? /shopping at Metro Singapore

All big firms boast of their good customer service. Some claim we're their valued customers. Others urge us to  contact them if we need any assistance.  Are their claims mere hype or the truth?

With my team we aim to uncover the truth behind their claims.


Armed with a shopping voucher, I went to Metro in Sengkang at the weekend. With vouchers normally you don't get back any change so I was pleasantly surprised when the cashier gave me a $2 credit voucher.

I must have telegraphed my sense of surprise to her because she kept on stressing that I should not lose it.

So, bouquet to Metro and the Malay lady cashier in particular (on level 2)

Thursday, June 24, 2010

Jalan Kayu Roti Prata

Jalan Kayu in the Selatar airbase area has long been associated with roti prata(roti canai in Malaysia).

Recently on the way back from the airport, the cab driver was complaining bitterly about the poor service there.

He said,"I had to stand in line for a long time to order my food. And the food nowadays is just so so. Nothing special. And their food is becoming more and more expensive."

I share his views.With more and more customers packing the area, they think they can charge as much as they like.

These days I avoid the roti prata shops there.

Customer service in Singapore: excellence in customer service

Customer service in Singapore can best be summed up as "Patchy" with still lots of room for improvement. Of course, I'm speaking in general terms.

Unless you've been marooned on a desert island, everyone is a customer.

Good customer service is not about how much you've paid but whether the service has met your expectations and whether your overall experience has been pleasant.

In general, most people expect good service in exchange for their hard-earned money.

Customers can fire the CEO of even the largest company, and all its employees simply by not buying its goods and services.

That's why in Japan, where the customer service is arguably the best in the world, the customer is God!