Customer Service Struggle

It appears that the old adage “it’s hard to get good help” rings true in some situations with one member complaining about the customer service (or lack thereof) experienced at Citibank. This member was flummoxed that the customer service representative required the full year (including the century!) of birth when verifying credit card accounts. Our members jump to share similar stories of customer service woe when using and transferring their frequent flyer points.

The outsourcing of many telephone-based service roles is pointed to as one potential cause. Overseas call centres are often given a bad rap by the public as lacking in service. However a number of members have experienced fantastic service from the Singapore Airlines call centre based in the Philippines.

The rigidity in which the customer service representative works also seems to be a buffer to receiving good service according to some members. Many representatives are given a strict script to follow and cannot deviate from it under any circumstances. This at times has made for a frustrating experience overall.

A number of members have had similar experiences with Citibank but the level of service can depend on the consultant on the day. Our members agree that the whole organisation cannot be necessarily tarred with the same “poor service” brush.

Share your service highs and lows HERE.

Staff Writers