So as a marketing student I have learned about the importance of customer service,
which is after you sold your products out and gained the profit, the after sales service that you provide.
It was all a theory and common sense to me, until today, I finally realized how important it is.
So, my touch n go card is ERROR when I was trying to enter the monorail yesterday.
That made me really upset cause queuing up to buy tix in monorail station is a total headache!
Extreme long queue, and on some machines/buses they accept only the exact amount!
(Which is RM2.10 and RM2.50 in my case *pulls hair in frustration*)
You don't know how troublesome it is, digging into your wallet to look for fifty cents shillings!
And sometimes I am out of shillings and RM1 then still need to find people to change with me!
STRESS!!!!!!
So I went to the monorail station counter to ask them how could I solve my card's problem.
The girl simply ask me to go into the KL sentral building to check my card and for further inquiries.
I was really unable to do it cos I'm working from 10 to 10
Walking into the very big and deep KL Sentral building will take me at least 10minutes.
Plus card problem solving and walking out to monorail station again at least need 1hour lorh!
If I really gonna do this that means I gonna wake up like 6am in the morning...
to brush off and travel to KL sentral and done everything before 10am working time
I will never be that hardworking ahem ahem.
So I decided to call touch N go and see if they could solve my problem through phone.
Finally here I came to my point. So much of explanation to do xP
I called, they listened to my problem very patiently, and the solution that they give me is the same: go to KL Sentral.
and they added, if my card got problem, they will give me a card replacement without any extra charges!
Wah, now I'm willing to travel to KL Sentral wihout feeling any bu-gan-yuan-ness liaw!
With the promise of there is nothing that I need to worry about after I go there and solve it.
Well, plus of course one would like to have a shiny bling bling new card rite! =P
Customer satisfaction is the point here.
It is important to attract new customers, but retaining customers is important too...
Not only physically repairing your problems, but also emotionally making them Gan Yuan!
And look, here I am giving out free publicity for touchNgo
Cos I am happy with them!
The art of marketing baybeh!
...
That's all for the sharing~
(Or you may call it "ranting" =P)
Signing off as a satisfied and delighted touchNgo customer.
Bye
