The “juicy” presentation went very well. It’s such a good feeling when you see a ray of hope in client’s eyes, especially when you had to fight for it from the very beginning.
I promised to continue with my story..So here I am reporting on a brand that has been annoying me a lot in the past few weeks…
Anyways, finally I went to Dialog Arcade in Nugegoda to clarify my billing details. When I entered the customer service center I was shocked to see subscribers standing there impatiently to meet customer service staff. There was not much of a difference between a Govt. hospital and this Dialog customer service centre. What was more horrid was a sticker on each computer in Sinhala “apage paribogika sathkaraya” (meaning our customer service) It was really really disgusting. Dialog does not have the courtesy to provide most basic customer service essentials, clearly they have taken all 4 million suckers for granted.
I was issued a ticket with a number 2012 and stood there for almost 15 mins. I sat down in front of the neatly dressed CSE and as he entered my details, the system got stuck (yes once more) then I had to wait for some more time to talk to the other Billing Executive. To my horror his system also got stuck! This guy was kind enough to explain a lot of things – he had a reason for everything – system limitations, their limitations etc. I must say he was well trained but what he lacked was customer empathy as he kept washing his hands off all the issues. He also explained that I fall under the category of “Watch 2” what it meant was that my line is more prone to automatic disconnection, coz my average phone bill is only LKR 5600/-
(Average phone bill of a prepaid user is still hovering around 500/- Rupees). What is sad about Dialog service is the method used to categorize subscribers. 9 years of loyalty and recent phone usage trends were completely ignored. During the period 1st Nov 2007 – 31st Jan my average bill has been around 8000/- because I am using GPRS to access internet at home. Anyways my visit to the big bang Arcade was a complete waste of time. Worse he was unable to give me complaint # for future reference and I have not heard from him as yet. (a week for today!) I must stress that no amount of star points will save this type of customer service.
Most of us tend to believe that Mobile Services in Sri Lanka is on par with developed countries. Although we tend to enjoy quite a few value added services some basic customization options are not available. A lot of urban rich kids treat mobiles as a part of their accessories that define their character. However simple features like choosing your own “caller hold tune” is still unavailable here. So next time when you are put on hold by a die-hard Iron Maiden fan be prepared to listen to the annoying sounds of Britney Spears!
I promised to continue with my story..So here I am reporting on a brand that has been annoying me a lot in the past few weeks…
Anyways, finally I went to Dialog Arcade in Nugegoda to clarify my billing details. When I entered the customer service center I was shocked to see subscribers standing there impatiently to meet customer service staff. There was not much of a difference between a Govt. hospital and this Dialog customer service centre. What was more horrid was a sticker on each computer in Sinhala “apage paribogika sathkaraya” (meaning our customer service) It was really really disgusting. Dialog does not have the courtesy to provide most basic customer service essentials, clearly they have taken all 4 million suckers for granted.I was issued a ticket with a number 2012 and stood there for almost 15 mins. I sat down in front of the neatly dressed CSE and as he entered my details, the system got stuck (yes once more) then I had to wait for some more time to talk to the other Billing Executive. To my horror his system also got stuck! This guy was kind enough to explain a lot of things – he had a reason for everything – system limitations, their limitations etc. I must say he was well trained but what he lacked was customer empathy as he kept washing his hands off all the issues. He also explained that I fall under the category of “Watch 2” what it meant was that my line is more prone to automatic disconnection, coz my average phone bill is only LKR 5600/-
(Average phone bill of a prepaid user is still hovering around 500/- Rupees). What is sad about Dialog service is the method used to categorize subscribers. 9 years of loyalty and recent phone usage trends were completely ignored. During the period 1st Nov 2007 – 31st Jan my average bill has been around 8000/- because I am using GPRS to access internet at home. Anyways my visit to the big bang Arcade was a complete waste of time. Worse he was unable to give me complaint # for future reference and I have not heard from him as yet. (a week for today!) I must stress that no amount of star points will save this type of customer service.
Most of us tend to believe that Mobile Services in Sri Lanka is on par with developed countries. Although we tend to enjoy quite a few value added services some basic customization options are not available. A lot of urban rich kids treat mobiles as a part of their accessories that define their character. However simple features like choosing your own “caller hold tune” is still unavailable here. So next time when you are put on hold by a die-hard Iron Maiden fan be prepared to listen to the annoying sounds of Britney Spears!
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