
Many lament the state of customer services in Malaysia, and generally most will agree that our friends north of the border are friendlier and courteous whereas those south of us are propped up by service cultured Malaysians staying and working permanently there.
A recent experience prompted me to write this.
The general statement above may not entirely true.
Why? If one was to stop a foreigner on the street, they will most likely not hesitate to point out that Malaysians are actually a friendly and helpful lot (so long as they are not behind the steering wheel)
Having moved in to a property that had been previously rented out, I had to experience my electricity supply being cut for the first time.
In all honesty, TNB had the absolute right to disrupt the service especially if the bill had run up to thousands!
In a coordinated effort a few days ago 'ops mega potong' was activated with the help from the Police (to enter premises of those who had defaulted on their payment for months and with valid legal documents) leaving behind a pink slip informing the user that payment is urgently required for the restoration of service.
In my case, I received the bill informing me of the arrears, to which I promptly informed the landlord last week. I assumed that it was already settled. I was wrong.
So for that, I paid the price of having wasted one whole day to sort that out.
My landlord sent her electrician over after finding out about the interruption last night. He suggested a 'bypass', which basically meant connecting the live wires illegally so that I could tie the night over.
I declined that offer and insisted that nothing of that sort must be done (by joining the wires illegally, it could pose a fire hazard, let alone breaking the law).
On sorting out the mess of the now terminated account, I suggested that we settled the outstanding so that the supply could be restored.
At 9am the next morning, I promptly went to TNB Subang to settle the bill. Both the staff at the service counter and 'bahagian pemotongan' assisted to explain the predicament I was facing. They were precise and helpful.
I then explained that all I wanted was service restoration, and then the possibility to establish a new account.
I was told that as long as long there were no arrears, that would not be a problem.
My counter experience ended with her telling me that the service will be restored by an outsourced contractor. She took my telephone number down and said that 'a' contractor will get in touch with me. With that, I left back for home. That was about 9.40am.
I called the Subang office at around 11am and was told by the person who answered that 'a' contractor would call me. Even though I insisted that the contractor be made known to me so that I could communicate with him, the answer was still 'a' contractor would call me. I left it at that but not before being transferred to the person in charge by the name of Intan.
This is where 'Customer Service 101' should be taught.
You see, just like some (not all) staff at certain government departments (though less now), when approached you are immediately deemed a 'problem'. So when they entertain your query, they become how shall I say, authoritative.
Intan was like that. When I asked her about why the contractor had not call, she retorted that she had never said he would. Further she made it clear that TNB’s policy for reconnection was anywhere between payment and 2 working days. So being Friday, my worst case would have been Tuesday. Beautiful.
Because she insisted that she had never told me that a call was to be expected, I assumed that it was her colleague who had told me. Her reply? Not possible, as she was in charge, and no contractor had showed up yet. So here I was, thinking that as long as the bill was paid, a 'response' team of sort will come and replace the meter and fuse, and I can get back to work. WRONG.
She was not only firm in saying that I had to wait, she was also adamant that TNB can take up to 2 working days. BEAUTY.
Not being able to get my message across to her, and knowing that no contractor had been assigned to reconnect my power, I sat dejected at my driveway and thought of who else I could turn to for help.
Long story short, I sent an email to an official (Mr A) who had invited me for buka puasa with TNB Management a few days ago. My email detailed what transpired, and his reply in 8 minutes was 'Dear sir, I have forwarded your email to a few people and shall await their response'
In 18 minutes flat, a call came from Cik Zawiah (I may have gotten the spelling wrong) informing me that my case was being looked into by the Manager and that she will inform me of the progress.
Soon after Mr.A(whom I have not met, BTW) sent me an sms that someone from the branch will look into my case.
A while later, Cik Fazilah called to inform me that a Technician has been assigned and that he was already on the way to Subang TNB. Not long after Zawiah called again to inform me that the Technician (I found out later that the Technician was actually an outsourced Contractor) was on the way to my house.
The contractor completed the task in less than 10minutes.
Here is where the lessons lie;
1. Why did it take so long to cut off the electricity supply in the first place? In a single phased supply, it would take months if not years to chalk up thousands in unpaid bills. Someone or the administrating software is not good enough, and TNB is losing money from this alone.
2. If it takes an 'ops mega' to terminate, it should also take an 'ops sambung' for those who own up and pay. In other words, contractors ought to be on standby for this to expedite reconnection. This is also added unrealised revenue. If it was up to me, I will impose an 'urgent charge' for those requesting connection within the hour.
3. The contractor assigned to me told me that work was not frequent (not frequent, yet the wait?) Clearly, the potential of the contractor was not fully realised, again depriving revenue to both provider and contractor. The contractor said the day was exceptional due to the many terminations the day before due to the ‘ops potong’.
4. If you are the CEO, would you rather have more of Mr.A, Zawiah and Fazilah or Intan? Yes, procedures and policies are there to ensure no deviation of delivery, but shouldn't front liners place service and revenue first? Words like '2 days' in customer service surely is not good when informing customers of their service, right?
5. Being the month of Ramadhan, I can only feel for those losing their supply and then having to worry about their religious obligations as well as rotting food in the fridge.
6. I don't know what time they cut off my supply, but I had to throw away some stuff from the fridge. Ice cream too.
If not for dedicated staff like Mr.A, Zawiah and Fazilah, I would probably have to wait till Tuesday. So why is it so difficult to improve on our service delivery?
Does it mean that there must be another competitor to ensure that service delivery meets customer expectations?
When in customer service, ditch all prejudices, including classifying your customers as problematic ones.
You see, some of us do actually have valid reasons.
And if TNB was to place more priority on collection, and revenue realisation, this problem might actually be a good one to have. The one thing stopping them is the attitude and aptitude of their own employees.
So it’s no wonder that we constantly hear of horror stories of Customer Experience here in Malaysia, especially from that Satelite TV Service provider!
Syabas to TNB in having a few ‘Mr.A’ for us to believe in.
As for Cik Intan, lose that attitude, or if you truly believe that customers are your problem, do chose to work with machines.