-
1 year ago
Review : Digi Customer Service
The Problem:
I used my phone to use Digi’s 3G Broadband for 3 days to test their RM5/day unlimited promo based on some adverts i saw on the road. Alas it seems it was for PREPAID customers only so I was rewarded with a huge fat bill. So I ranted about it on my blog
The Verdict:
For 3 days worth of internet access (1st,2nd & 12th Feb) I am now paying RM200 after the discount given by Digi. My billing cycle was in between that so its RM149(minus 30%) + RM100 for 12th Feb.
First i would like to commend the social marketing / social customer service people for being absolutely fantastic. They escalated the issue to billing and checked back from time to time to ensure i was a totally satisfied customer. I believe they are on the way to being the Zappos of Malaysia.
However, the experience was completely ruined when the result was like adding insult to the injury. I believe that there are really great people working in Digi with genuine concern for the customers but most probably hampered by bad internal policies. They could learn a thing or two from Zappos
A few mistakes made would be:
1) Don’t make your customer feel like an idiot
Why introduce totally rip-off rates to discourage users to you your service? Are we still living during the cold war? 10c/10kb is costs more than using my 14.4 modem to connect to a BBS, 17 years ago. Compared to your current RM58/month, of course your customers are going to feel ripped off. I was given a 30% discount off GPRS the first bill with the explanation its still cheaper than RM5/day. That would be true if i used it daily but a quick check would reveal that I only used 3 days. Obviously, your customers would feel like an idiot for even trying.
2) Random X% discount
Since they’ve already done so well in customer service, why not end it with a great bang? The experience was totally destroyed when they suggested a random percentage (30%) of discount to the GPRS charges. Imagine if u were swindled and he suddenly decided to give u back 30% of what he cheated from you, would u commend him for his kind soul? Being reminded once and again that this is a “one off thing because i’m a loyal digi customer”, I don’t think it’ll hurt your huge profits or subject it to abuse if you have done a full waiver or converted me to the RM58/month unlimited package. That way at least i wont feel ripped off, and stay a happy customer.
In the end, i think we all can learn this as a business owner,
Be genuine to your genuine customers
If the customer isn’t one that abuses the system (eg. a person who goes to the restaurant everyday for the free coffee), be genuine in addressing their frustrations and be generous to them. Its most probably going to be the defining moment in securing a loyal customer for life.
- blog comments powered by Disqus
Entrepreneur, Coder, Photographer, Movie Maker.
Check out the sites i made
Ravejoint
Showtimes
Following
