Customer Service?Don't expect it at Nokia!
Went to Nokia Care Center recently to upgrade my hp's software.To say that I'm unimpressed by their customer's service is an understatement.The last visit at the Causeway Point outlet left me fuming and I also thrash up the girl at the counter.She simply doesn't know her job.
This time,I went to the Wheellock Place outlet.I must say,the guy at the counter don't know his stuff as well.I specially went down there to upgrade my hp's software as I have enquired the latest software available.Imagine when I reached there,the guy at the counter told me "your hp's software is already the latest." I argued with him that I called up nokia and was told there is a later version available for my model.He insisted there isn't.I realised that arguing with him is going nowhere,so I ask him to go and check with his technical staff. he went behind the screen,and came back less than 10secs later and told me,there isn't any latest software.Ok,I can see that this is not going anywhere.So I left.
You think I'm gonna take it lying down?No way!right outside the Nokia Care Centre,I made a call to the outlet and asked about the software.The reply was,there is indeed a new software available.
So,I went back there and asked to speak to the supervisor.I quoted the name of the guy who told me of the new software and got them to check.Seems like the front-desk staff isn't aware of the new software either.Eventually,the supervisor assigned me back to the very same counter guy who insisted there is no new software.I expected an apology, but nope.No words of sorry from him.
Conclusion:
The coordination in the Nokia Care setup is pathethic,to say the least.The staff don't know their stuff.It is utterly embarassing for such a company to have its customer point out what they should know.Also,the sevice level of the staff is very poor.Made a mistake,and did not even apologise.To call them 'Customer Service Officers' is an insult to the industry's 'Service Quality'.
From the looks of things,I believed these staff are of N-levels qualifications.Not that I looked down on them,but the way they do things,and their understandings of their work is very much a reflection of what they've learned in school.
Moral of the story: Never trust the people in Nokia Care.Double-check what they told you.
posted by Ah Tom at Saturday, February 25, 2006
2 Comments:
I am not a staff of Nokia. Just want to tell u the problem lie with their attitude not qualification. Furthermore such a big organization should give training to all customer service staff, to let them understand their new services or products well.
I admit I studied til N levels so I have the guts to tell u, we treasure our job because we know of our low qualification, we are eager to learn & treat every tasks seriously. What is the reason? We don't want to be the first to be retrenched & loss our job. Our job is important to us!
Recent years there has been more & more people with tertiary education throwing their elderly parents at old folks home. What they STUDY in school?
Sometimes we can read from newspaper that a staff with very high post in a well known company was found guilty of fraud. What they STUDY in school?
Lastly even rich people staying in a condominium or bungalow, they can loan money from others without returning. Can you tell me what they all STUDY in school?
SOME people with good qualification know if they cannot survive in the current job they can easily find a another rice bowl soon, thus they can't be bother & take their job like nobody business.
Please mind your words & show proof if you want to scorn ALL with "N" level.
Perhaps the staff u encounted at the phone center have the same qualification as you!
1:22 AM
Dear 'anonymous',
First of all,I thank you for providing a ground to advocate upon.But do leave a name or something to provide your existence.Hiding behind the 'screen' only tells me you don't have the guts & confidence to back what you wrote,and I don't usually respond to such time-waster.
Well said for the first paragraph.I agreed totally.
I don't quite agree with the 2nd though.Not all pple are afraid of their jobs.Family wealth is longer the same as 30 years ago.There are people out there who simply live off their parents even though they're adults.Who needs a job if the parents are rich enough?Sad,but true.That explained for their lack of attitude in work.
I do agreed that highly educated people do those stuff you mentioned.Everyday,you see that in the newspaper.But then,that seems to be out of the agenda for this article.
As for your claims that I 'want to scorn ALL with "N" level.',pls point out where in my article did I stereotyped "ALL" N levels holders.Don't put words into my mouth.I merely wrote that I believed that the customers service staff there are of N Levels,judging by their standard of work,their understanding of 'customer service',the kind of dont-care-less replies they gave me.Can you imagined what reply the staff gave me when I asked what was done to my phone?
"Test Test lor...We take the phone and press press lor"
When I made my frustrations showed and asked her for her name,she replied,knowingly I'm going to complain her,she spoke in a rythemic tone "Iiii...reneee~~Sooo"
Now,obviously this gal wont care 2 hoots about her job,and she have no ideas what I'm asking.She just want to get rid of me fast.
Maybe you're the rare few N levels holder with a positive attitude towards work.I don't know.But having went thru the educational systems,perhaps you are in the best position to comment on the attitude of your classmates in general.
And,once again,I make it clear that I do not stereotype N levels holders.I see degree holders as idiots as well,when they showed me they do silly things.
Ultimately,its the stuff you do,not the education you have,that tells me what kind of person you are.
11:01 AM
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