Some people are just inconsiderate. Tolong lah jangan kerja customer service kalau macam tu

Had the first experience pagi tadi with customer service selepas AIA bought over ING.

I called sebab dah sent email semalam mintak GL tapi tak de auto-reply or manual reply whatsoever. This morning at 8ish pun dah email lagi to follow up. So bila kita tanya about the situation cakap "tak dapat pun email from you. Apa nama email you? What time you sent the email? Tak dapat lah, boleh hantar semula?" Fine I boleh hantar semula...but I'm running late for appointment dah set pukul 11.10 pagi. Minta tolong expedite. Hold on 2 kali. Tanya kenapa kena jumpa doctor O&G? Kenapa tak tulis the diagnose dalam referral letter? Kita tak boleh bagi GL. Kalau boleh pun appointment with surgeon not O&G.

Wow! Sapa doctor sekarang? She said she consulted her medical team. I tau lah, tapi the medical officer yang tulis referral letter tu doctor from your panel clinic apa.. bukan main tulis je that I need to be seen by a specialist doctor sebab ada history ya da ya ya and that need a follow up for a scan. She even questioned why fibroid term tak de tulis dalam referral letter. I read to her from a copy of the referral letter terang ada tulis history description. Medical term lah tapi tak tulis fibroid. Then I said to her, I bukan doctor I may not know terms. You are not doctor too so jangan la macam nak tunjuk pandai. Macam sangsi why I need to see O&G and not a surgeon. For god sake! Memang I rasa kurang sabar. Marah sampai cakap keluar air mata - punya geram. Half screaming kot. It's not my usual jadi macam tu. Tapi memang tak boleh control. I said you think I mintak ke sakit macam ni so that I susah payah nak kena mintak GL from people like you. Bukan make things easy. Baca balik AIA punya client charter boleh tak? If it's not because of past history which sebelum ni through ING senang je. I wouldnt want to trouble myself la cik adik oi. She jawab kita tukar nama je, bukan tukar staff..management..procedure semua. Ya right, if not kenapa susah sangat this time like you tak boleh check from your bloody system.

PLease be considerate lah. People usually bila mintak GL tu, appointment dah set. Other arrangements dah fixed like amik time off, kids sent to day care and etc. Tu sebab orang marah. Somemore I cakap elok-elok kot. Lepas tu mentang2 dia ada authority to give or not the GL dia susahkan kita pulak. I know she has to follow procedure, tapi procedure pun mesti ada budi bicara and learn from previous case kan? Jangan ingat kita ni tak sekolah.

To cut short - memang tak dapat GL. But that was temporary. I get my negotiator King Nan to call...then selesai! Insya Allah dapat GL soon. Alhamdulillah.

Something good to learn:
- semua orang ada bad day - just dont go overboard
- know your rights
- get the person full name and direct line - senang nak lodge complaint
- kalau tak puas hati after complain to AIA boleh escalate to Bank Negara
- ask to speak with second level or manager ke apa who can make decision rather than just follow procedure
- they might threaten you, so you need to know how to retreat or even threaten mereka balik
- marah2 pun after that kena cakap elok or have a closure. Nanti tak professional pulak main hang up ke apa