To reset and restart

Sorry that I have not updated the contents of this site for long time….

I will come back here soon with my recent experience:

  1. subscribing a new mobile line and porting-in existing numbers
  2. change mobile line ownership and subscribe a new line
  3. Overseas purchase and shipping..
  4. thoughts on what are to be changed with Generative AI  in customer experience domain..

Stay tunned!

What happened after I terminated my home broadband (part 2)

After receiving the response from Green, I decided to wait.. But interestingly, I received another reminder from Green mentioned that they would close the case no response from me received.

Since, I still hope there would be improvement in their service, I decided to reply them with my suggestion – why not stopping the bill generation if the service is terminated.

To my surprise, I received a reply within a day – the bill was already generated even before I terminated the service , OK, why it could not be cancelled and generate a new bill?

What happened after I terminated my home broadband..

I was using the home broadband service from operator Green (not its real name ūüôā ) for many years. And finally, I decided to make a change.

At the day after my home broadband service contract ended. I bought modem ( as mentioned in its web site, I need to return the modem, including cables) to its physical shop. The process was quite smooth besides the waiting time estimation from the system was not close how long I was actually waiting.

I thought my relationship with Green would be closed besides the last bill from it. But, the bill I ” received” shocked me:

  1. it still bills me for almost next one more month of service which I would not use (I terminated service and returned equipment)
  2. no indication what was to happen next.
  3. my credit card was billed

First reaction – something wrong? So I picked up the phone and called the customer support:

  1. the agent was trying to convince me that the bill was for last month’s service, not the next month – but that was complete different from service period stated in the bill
  2. the agent seemed to agree with me eventually, but failed to provide any reasonable explanation.
  3. I requested a discussion with next level manager/support. But the agent told me there was no guarantee that someone would call me back..

I decided to wait… and waited for 3 days.. No call.

I had to search their website and find out another channel – leave a message. I did so

What surprised me is that I received an update during the weekend, the next day after I left a message there. Based on what stated there, they could only finalize the bill after 1 or 2 billing cycle and necessary adjustment would be make (credit).

I assume that I have no other options but to wait, but I believe there are many things to improve:

  1. according to the bill I managed to find, the bill was generated 3 days after I terminated the service – would it take days to update billing info?
  2. there is no explanation in the bill or email to advise what shall expect after I terminate a service
  3. the agent was not fully aware the content either

I, as customer, spend a lot of time to understand what happen. the operator Green also spend a lot resources to address this unnecessary problem.

still thinking whether I will use Green next round..

Confused? yes, but why a company is trying to confuse the customers?

Buying a mobile phone online was supposed to a simple task Рcompare and select different model, make payment and wait for delivery.  However, my recent experience seems to tell a different story.

After  researches over Internet, I finally select a model from a top phone producing company.  And there was ongoing promotion Рbesides offer free enhanced support services, it also offered free shopping voucher.

So, that is where the confusion starts:

  1. as usual,¬† it stated that the promotion (voucher) “while stock lasts…”. I could understand that company will like to protect itself. but from customer perspective, he/she could feel cheated if voucher is part of the purchase
  2. after I added phone to the check out cart, the voucher is not there..  so, will I get voucher?
  3. Order was submitted, phone was delivered after a few days, but there is still no news about the voucher – no email no update…
  4. what shall I do?   I had to call their support line.  well, probably resolved, the agent provided a specific link to submit the redemption request.

so why the company did not what to provide a pleasant purchase journey?

  1. provide an update information whether the voucher is still available during the the check out phase?
  2. if the voucher is still available, why it was not stated clearly purchase order?
  3. why the redemption process was not sent to customer directly?

One possible reason is that the company want to protect itself from possible fraud?¬† ¬†however, the harm it does is probably larger than the value of fraud it protected.¬† ¬†The company shall consider different approach….

Welcome to 2022!

A new year comes – Year 2022!

the world is still suffering from the COVID-19.   People, no matter where they are. adjusting their ways of working and living.. and this leads to the changes of interactions between people, people and entities,  which could be government agencies,  commercial organization,  non-profit organization and more.  This change will bring the changes to experience,  and customer experience.

the term customer is no longer just defined from commercial business content.   It should be applicable to all the interactions between entities.  and the parties that receiving certain benefits as the result of effort, goods, delivered by another parties (is this the right definition> )

As I have been occupied by many topics both from personal life as well as work life,  I did not spend much time in the year 2021 in updating this small web site.  I hope, I am able to spend more time in the year 2022 in this!

thank you!

Travel during Covid-19

It has been a while that I have not updated this site.  One major reason is that I have to travel to another place even when the COVID-19 is still ongoing and number of cases around the world are still growing.

Travel is not longer the same now comparing to pre-covid-19 days.   In the next a few sections, I will share my experience of traveling during this period.

Stay tuned!

Take care and stay safe.

Covid

COVID has impacted most part of the globe for more than one year.   the world is not longer the same as it was more  one and half year ago, so does how business is conducted.

As the physical contact is restricted,  that impacts how customer is interacting with the businesses and how businesses are to address the new demands from customers.

by default, online seems to be first¬† option.¬† ¬†That actually raises the bar on how the business could be leverage online presence and interaction channels.¬† the business has to consider how to leverage various technology options and provide customer omni-channel experience and ensure the smooth handover from different touch point.¬† ¬† Many businesses have been considering this.¬† ¬†But the emergency of Covid has actually accelerated the process –¬† you have to do it in order to survive.

This is no only just technology change, but complete business model revisit and refresh or probably reset and restart!

Where is my credit card points (part 2)

After waited for 2 days, I received a call the card issuer.  They agreed to reinstate my point with only 3 months life-span.

Well,  that is OK, finally I could get them back.

if we think about the whole process.  there are inconsistences in their service touch points.

What are goods:

  1. their customer service staff was very patient and helpful.
  2. they responded relative fast and  call me back and update me the outcome.

what did not go well:

  1. confusing of different point life term for different credit card points
  2. no clear update of expiring points
  3. confusing life span of the point – 5 year in a block?
  4. non-consistent in their web portal Рthe card service and reward point seems to be run by different teams Рdifferent design style, different looks and feel,  customers have to switch in between Рnot a smooth process.

hope this is the last time..

Where is my credit card points (part 1)

One feature of credit card is award points which could be used to redeem vouchers, airline points, hotel points…¬† ¬†and some credit cards issuers also claim that the points will never expires..

I have a few credit cards from the same issuer and  I accumulated   quite significant amount points on a few cards Рmy purpose is to transfer the points to my frequent flyer program and claim reward tickets Рthis has been delayed due to current covid-19 situation.

I thought the points would never expires  as the issuer mentioned in their advertisement.  And that was caught me by surprise when I check my account a few days back Рa significant drop of award points ->  more than 90% of my reward points in one credit card were gone. What happened?

I picked the phone and contacted their customer service center,  and  I was told the following:

  1. the points in this credit card would be expired (5 years)
  2. they have put remark in the monthly statement as reminder.

but the customer agent was agree to request reinstate the award points, but it would take  one or two days.  finger crossed, I will update you the outcome later.

But, did I miss anything? I start to dig what were the exact statements from the issuer.

first, whether the points¬† expires?¬† actually, there are different terms attached to different cards issued by the same issuers. some do not expire at all, some will expire in 5 years, some will expire in just one year (luckily none of my card is under this category).¬† ¬†but the confusion comes as “Point-never-expire” was highlighted in their advertisement and that confuse card members.

second,  do they notify me?   Yes,   they mentioned in their monthly statement that certain amount would be expired in 60 days and advised me to check the web site.   Now the issues:

  1.  I had to check the statement which come in their app as e-copy. and in the statement they did not provide exact amount and expiration date.
  2. in order to check the expiration date, I have to login twice – first to their online portal and then access to so called reward sites – why make it so complicated?
  3. they claim that the life span of the points is 5 years,¬† but in reality, they expire¬† the points earned in the whole 5 years block..¬† even the points you earned last year…

I was thinking to cut all my connection with the issuers. but probably not immediately now.  as I still have award points in other card.  But on the hand, the practice they adopted does not seem that they have the customer interests in their mind,  probably not, why?

of course, it could be their oversight in the customer journey experience design.

  1. why there is no single portal / app for all the customer contact points?
  2. why there is no clear statement about customer award points status?
  3. why confuse customer or potential customer with the life span of the award point.

yes,¬† they can claim that all these are so called “Term & Conditions”¬† – a multi page document that hide somewhere in their web site..

Fast Food or is it really fast?

I wrote a post about 5 years ago when a famous fast food chain started to change its ordering process.  I copied it at the end as reference.

if you could recall,  long time back,  the counter staff took the order and collected  the food items ordered for the same customer before he or she took the order from the next customer.   Things has changed a lot since then..

one major change now is that food order kiosk replace the staff..  But that does not improve customer experience:

  1. kiosk Рslow response,  confusing menu..
  2. longer time between order and collection –
    1. staffs are¬† dedicated to one tasks –¬† preparing food, preparing drink, fulfill order, take order – yes, for those who could not pay at kiosk
    2. but it always seems that I have to wait for long time, even my order is quite simple, one set meal or just one cup of coffee…

what are the motivation for such change?

  1. reduce manpower cost?
  2. improve efficiency ?

but will these improve customer experience or address customer need?

 

A typical expectation when you walk into a fast food restaurant is to get something to feed your stomach with relatively not expensive food and within short period of time.   if there is  long queue of customers, probably you will blame your own luck.

however, it could be due to the fact that there something interesting happen behind the counter. Just like this morning, when I walked into a famous fast food chain, I thought I was lucky as there are just a few persons waiting in a queue.  When I was queuing, I noticed that the serving procedure was quite interesting.

First, the customer was not served one by one.  the staff behind the cash register took orders from roughly 3 customers in one go before he/she start to fulfil the orders.  The orders were showed in the screens in the kitchen as well.  the backend staffs watched screen and prepared food/drink.  Looks good?

however, it was clear that the staff did not know exactly who ordered what exactly, once the food was ready and brought to counter, staff had to check the orders (at least 3) and find out who should get coffee and who should get egg burger..

And if you have ordered multiple meals, it seemed to be worse as the order was not cleared in the screen.  it happened  quite often that staff had no idea  whether certain items had been served by his/her colleagues or not..

was this really save time and improve customer experience? ¬†I doubt.¬† “

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