Consumerist: DIGI Customer Service Sucks Big Time?

Dato Jacob George

“Now do Malaysian companies have these?

The truth is very rare – instead we have a bunch of banana eating monkeys in suits or Batik masquerading as customer service professionals!”

Image result for digi new logo

Consumerist: DIGI Customer Service Sucks Big Time?

I called in to check on my son’s former Digi line – line and what I got from Digi’s Customer Service was pure unadulterated rubbish!

They upset me so much!

Were these a bunch of idiots masquerading as customer service practitioners making customers/consumers more angry and ultimately creating distress to even a simple sought answer!

If you have the keys to good customer service, you have access to minds and hearts of customers.

If this can happen to me just imagine others?

Now what are the key points or principles I seeks in customer service?

I can think of basically 8 and lets call them the JG Principles!

Let me share with you what I consider the 8 keys to good customer service, and what it takes to actually make it happen!

1. Positive Attitude

“To my customer.
I may not have the answer, but I will endeavor to find it!
I may not have the time, but I will endeavor to make it known!

A positive attitude is a ‘can do’ attitude. It’s deciding to do whatever it takes to help the customer, and not hide behind excuses, non-existing policies, other colleagues.

I wish I could say that a positive attitude is trainable, but it starts with a natural desire to help people.

The goal is to find people with such a desire, and eliminate those who demonstrate a lack of desire – basically a bunch of monkeys in suits!

This is the key that unlocks all other keys to good customer service!

2. Keep your Promises

“Well done is better than well said.” (Benjamin Franklin)

If you promise something to your customer, keep that promise.

Not keeping a promise to a customer feels like betrayal to customers, and once betrayed they won’t trust you again.

Adopt a method of keeping track of your promises, and do regular checks on the progress you made on delivering what you promised.

3. Listen to your Customer

“In business you get what you want by giving other people what they want.” (Alice MacDougall)

If business is about giving to your customers what they want (so you get what you want), you need to know your customer wants.

So whenever you can, ask!

Show a genuine interest in your customer and listen to what they have to say.

This also means that you’ll have to ask subsequent questions to get to the core.

And show that you have heard your customer by not making him or her repeat it… yes, even when you changeover to a colleague!

4. Delight your Customer

“Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it.” (Peter Drucker)

A delighted customer is a customer for life. for this, you have to work hard at making sure that your customer gets the maximum (value) out of your product or service.

When they buy it. When they use it. when they read about it.

When they search information about it. If you reduce friction at every customer contact, you will delight them!

5. Trust your Customer

“Give trust, and you’ll get it double in return.” (Kees Kamies)

Many, many businesses shy away from giving good service to customers, because they fear this will just a flurry of scrupulous customers who come to take advantage of their willingness.

While there are customers out there that will take advantage of your willingness, there will be so many customers that will come and stay with you, it will not matter!

Simply trust your customers: you’ll be greatly rewarded.

6. Work as a Team

“None of us is as smart as all of us.” (Ken Blanchard)

Make no mistake. Delivering good customer service is a tough, tough job.

I have been a consumer advocate for more than 40 years and I know what it calls for!

Customers can ask many questions, and it’s unlikely that any one person is able to answer all the questions.

Make it a habit to engage the help of others in the company, in order to give the best answers to the customers.

7. Train

“Train, don’t strain.” (Arthur Lydiard)

Confidence in execution comes from repetition. Other than personal experience, there is no substitute for training for the situations you may encounter in customer service. Setting up a training program is a given!

8. Do it NOW!

“The longer you wait, the harder it is to produce outstanding customer service.” (William H. Davidow)

Here’s a powerful lesson I learned: if something is important (and I think these keys to good customer service ARE important!), do it now! Don’t wait. Do what’s important, right away!

These are my 8 keys to good customer service, unlock the door to more great business!

Now do Malaysian companies have these?

The truth is very rare – instead we have a bunch of banana eating monkeys in suits or Batik masquerading as customer service professionals!

                           

Consumerist: After World Wide Chaos & Been Embarrassed Will Nepal’s TIA Be Enhanced?

 

Dato Jacob George

‘The incident of the Turkish aircraft clearly showed Nepal’s ill preparedness, incompetence, lack of professionalism, and ability to crisis manage as thousands of paying passengers and visitors who keep the economy of Nepal going were stranded – I mean both inbound and outbound!’

Image result for crashed turkish plane at nepal airport

Image result for crashed turkish plane at nepal airport

Image result for nepal crashed turkish plane

Consumerist: After World Wide Chaos & Been Embarrassed Will Nepal’s TIA Be Enhanced?

I was among the thousands who was put in harm’s way and messed about when this chaos took place in Kathmandu!

Alright, finally Nepal was reconnected to the world on late Saturday March 7 after the removal of crashed Turkish aircraft to the hanger nearby – almost 83 hours of international uncertainty!

More important, did this incident teach any valuable lessons to those at CAAN, the political elite, the policymakers on what to do and what to prepare in such a disaster?

Nepal has been running an international airport for decades but do they have the infrastructure, state of the art support services and tools for such?

The answer is a sad and embarrassing NO!

First, there is no doubt that there is a need for another runaway in Nepal’s only international airport!

Yes, I am aware that there are plans to build international airports in Pokhara and Bhairahawa but would these urgency be fast tracked or further delayed as politicians and others continue to do what politicians do best – fight about in power greed and grab without taking into cognizance the wishes of the people who elected them in the first place?

Image result for crashed turkish plane at nepal airport

The incident of the Turkish aircraft clearly showed Nepal’s ill preparedness, incompetence, lack of professionalism, and ability to crisis manage as thousands of paying passengers and visitors who keep the economy of Nepal going were stranded – I mean both inbound and outbound!

Whether lessons have been learnt or not only time will tell.

But it is also now important for the Nepal government to not only look at the steps that need to be taken in moving forward but the need to set up a task force to address the  whole questions of compensation from these Turkish idiots who not only caused this mess but alleged to have continued to behave so arrogantly post mishap!

IF the Nepal government wants help here – I am only a call away!

I told that to the PM’s special adviser when I was there!

                           

Consumerist: MH370 Gross Incompetence Staring At Us & Where’s The Shame Of It All?

Dato Jacob George

‘So far we have had absolute incompetence, unprofessional attitude, arrogance, insensitivity without borders and heightened stupidity unheard and unseen, in global history!’

Consumerist: MH370 Gross Incompetence Staring At Us & Where’s The Shame Of It All?

Many may say that it was utter disgrace and an insensitivity that a 580 page report was published on the first anniversary of the disappearance of MH370 that raised more questions than answers!

We are told that it was a result of extensive research into the disappearance of MH370, conducted by a seven-country investigation team.

All that very well said!

But what is the use of a report if it is not used to address blatant incompetence, dereliction of duties and vicarious liability?

What is the use of investigations if no one is going to be held responsible for failing basically a duty of care?

With many still mourning the tragic disappearance of 239 passengers and crew on board Malaysia Airlines (MAS) MH370 that went missing slightly over a year ago, it is doubly disheartening to hear now that the Malaysian traffic control supervisor on duty that day was asleep four hours after the flight disappeared.

Worse, the amount of time wasted by officials, to be exact over five hours and 13 minutes after the last communication from the plane, with the first search aircraft taking off only at 11.30am – a whole 10 hours after the plane disappeared denotes criminal negligence at each and every level!

At the time of writing, yet again there is loss of lives but this time with a difference – it had 227 passengers on the B777 plane, including two infants and an additional 12 crew members.

It had an international death record – and a breakdown of the nationalities represented on board Flight MH370 show the majority were Chinese:

1. China/Taiwan – 152, plus 1 infant

2. Malaysia — 38

3. Indonesia — 7

4. Australia — 6

5. France — 3

6. United States – 3, including 1 infant*

7. New Zealand — 2

8. Ukraine — 2

9. Canada — 2

10. Russia – 1

11. Italy — 1

12. India — 5

13. Netherlands — 1

14. Austria — 1

Of course, we had two imposters too, who got through our security system!

So far we have had absolute incompetence, unprofessional attitude, arrogance, insensitivity without borders and heightened stupidity unheard and unseen, in global history!

Once again, in Malaysian history – we have loss of lives but to date – no one held accountable?

No shame whatsoever!

This state in itself in this age and time speaks volumes of one’s morality, professionalism, competence, a sense of accountability and ultimately a sense that this wrong must be made right which is all lacking except for monstrous idiocy and absolute lunacy in crisis management!

                           

Consumerist: MH370 One Cork Up To Another Even After A Year Of Pain For Families!

Dato Jacob George

‘They are telling us that in this day and time and with the kind of technology we possess that can eyeball one’s nipples on any beach area by many birds up in orbit that they have no data on this big bird that went AWOL more than a year!

My question is – are we looking in the wrong area using projections and data of ill-informed idiots whose involvement is not helping the situation with other comments and theories that are still coming from individuals masquerading as politicians, professionals and experts over talk show and press releases?’

Consumerist: MH370 One Cork Up To Another Even After A Year Of Pain For Families!

Yes, unsuspecting passengers on that ill-fated Malaysia Airlines’ Flight MH370 which departed from Kuala Lumpur International Airport at 12.41 am to Beijing with 227 passengers and 12 crew never knew what was to hit them and their families!

It was a code sharing flight with China Southern Airlines.

At the helm of the Boeing 777-200 ER was veteran pilot Capt Zaharie Ahmad Shah, someone his peers looked up to, respected by others he met in the social circles as one who was proactive and caring!

What can we say of the passengers – who included 153 Chinese nationals, 38 Malaysians, 12 Indonesians, six Australians, three French, four Americans, two from Ukraine, New Zealand and Canada respectively and one each from Russia, Taiwan, Italy, the Netherlands and Austria on paper.

There were two imposters too on that flight!

But inexplicably, less than one hour into the flight, as the plane approached the Igari Waypoint, a strategic position in my viewpoint, in South China Sea, where it was to be handed over to the Ho Chi Minh City air traffic control, it disappeared from the radar screen.

We are told eventually after much anger on the ground and cork ups – that “Good night Malaysian three seven zero” were the last words spoken from the cockpit. No distress signal received.

The following days were nightmares and further massive cork ups of massive proportions by a series of idiots of all forms and ranks!

There is massive searches in the South china Seas and more disinformation and cork-ups!

Then we are told, MH370 was tracked by Malaysian military radar as it deviated from its planned flight path and crossed the Malay Peninsula and headed towards the Andaman Sea.

We are told by another bunch of idiots that communications pings between the aircraft and Inmarsat’s satellite network concluded that the flight continued until 8:19 am towards southern Indian Ocean. However, the precise location could not be determined – really?.

Then we have further drama added to a already painful and traumatic affair when a major multinational search was mounted without success.

We are told to date – that Australia leads the second phase of the search with the cost mounting.

We are told that a multinational armada of ships and aircraft scoured some five million square kilometres in the South China Sea and the Straits of Malacca for signs of the aircraft and those on board, in the first week alone.

We are told that this which has resulted in no breakthrough to date – involved 64 aircraft and 69 ships from Malaysia, Singapore, Indonesia, Vietnam, Bangladesh, Thailand, China, Japan, Australia, India, USA, New Zealand, South Korea, United Arab Emirates, and USA.

In the second week, the rescuers looked further afield to Indonesian waters and the Andaman Sea – 1.63 million square kilometres but to no avail.

Today, only four vessels are still searching in an AU$120 million (RM342 million) operation jointly funded by Malaysia and Australia.

Each is fitted with some of the most sophisticated deep sea mapping equipment in the world, and is painstakingly mapping a 60,000 square kilometre search area in hopes of uncovering a debris field.

Many conspiracy theories are out there adding to the trauma!

And we have another saying with the kind of bravado, we do not need at this moment – that the “plane will be found!”

So far utter incompetence, and a lack of professionalism and high powered secrecy seems to be the hallmark!

They are telling us that in this day and time and with the kind of technology we possess that can eyeball one’s nipples on any beach area by many birds up in orbit that they have no data on this big bird that went AWOL more than a year!

My question is – are we looking in the wrong area using projections and data of ill-informed idiots whose involvement is not helping the situation with other comments and theories that are still coming from individuals masquerading as politicians, professionals and experts over talk shows and press releases?

                           

Consumerist: This Is Embarrassing Nepal! Embarrassing Big Time!

Dato Jacob George

AFP photos

“What followed next was national and international chaos unseen in modern aviation and if this tragedy does not get people off their backsides to do something efficient, competent and professionally right – I wonder what will?”

Consumerist: This Is Embarrassing Nepal! Embarrassing Big Time!

It was a tragedy waiting to happen and it did on March 4th when a Turkish Airlines jet skidded off the wet surface of the runway of the Kathmandu Tribhuwan International Airport on the early hours!

What followed next was national and international chaos unseen in modern aviation and if this tragedy does not get people off their backsides to do something efficient, competent and professionally right – I wonder what will?

It was obvious that Nepal lacked more efficient vehicles and equipment!

It was shocking and yes embarrassing to see in 2015 – Nepalese officials trying to tug a Turkish jetliner with regular trucks. They finally succeeded in their salvage efforts on March 7, the fourth day after the incident.

After creating international outrage at airports Nepali Airport officials now say they planned to resume international flights on the morning of March 6, but they were not able to remove the aircraft even after 96 hours.

I am advised that great friend India sent a team to help the salvage efforts in Nepal, one of the poorest countries in the world, to remove the Airbus 330.

The teams put used tires on a regular truck while trying to tug the aircraft without damaging it, but initially failed in its efforts.

The fact is the Turkish authorities on the ground were also rather crude and over protecting their aircraft which created issues did not help!

These idiots were the cause of it all!

Strange, after all the issues – I hear no apologies from any quarters – just the usual arrogance saying after 96 traumatic hours for over 25 thousand passengers in the country and hundreds of thousands elsewhere!

I witnessed a large group of Dutch passengers taking their anger out on Malaysian Airlines here as if we caused this freaking cork up!

So my humble advice to Nepal airport’s general manager, Birendra Prasad Shrestha and the head of the civil aviation authority, Ratish Chandra Lal Suman please save us the salutations and get the airport to real time in terms of readiness and the tools needed to operate as an International airport!