So how can I not be impressed?
I called the Standard Chartered hotline to check on the status of my credit card application this morning, I spoke to the agent over the phone and she had problem locating my application file. So she asked me if it is a Manhanttan card that I applied for. "not sure" I said, but I got the number from Standard Chartered's website. She promised to go and check once more and kindly asked me to wait on the phone. But suddenly I realized I may have applied for the stand-alone Standard Chartered credit card, and not the Standard Chartered credit card in affiliation with Manhanttan card (Man, isn't banking product complex these days?). So instead of waiting for her to come back, I simply hang up.
Finally, I called the right number and got on the phone with the right people. As I was being serviced, my cell phone rang, and it was the lady I talked to from Manhanttan card services. She wanted to let me know she tried and still could not find my file. I cut her off (how rude) and told her it is ok coz I got the wrong number.
But, in restrospective, this is really caring service. A call center agent actually follows up on a service call even after a client drops the line, even that client called the wrong number.
Now, my imaginary girlfriend voice is saying: but that is what they are trained to do. Especially, if such call can potentially lead to a new client. So they are just doing their job.
True, I bet if I run a call center, this is one rule I would write into the agent's handbook - to follow up with the client if the line drops. But I would also write 50 other rules in their handbook, all equally important. There are just so many other protocals for call center agnets to follow.
But why have I never got such quality service back home in Canada? Did someone forget to write this rule? At times, a service call could even end up in some ugly exchange of words - yes, North American agents will piss back if they don't like you.
So what is the difference between running a service center in North American compare to one in Hong Kong? Cultural differences will probably top the list, but I think there is more than just that.
