CB Has Opened Up, Cocky No More

Yesterday I received an email reply from CB about my earlier complaint feedback. I can't help but feel that the email looked rather like a standard reply. The bank probably only filled in the blanks with my surname and the date of my email:

"Dear Mr Koo,



Thank you for your email dated 03/02/07.



Please accept our sincere apologies for the inconvenience you had experienced.



At CB, we place significant emphasis on the quality of our service and customer satisfaction. We truly appreciate your time in providing us your feedback and we will endeavour to continue to improve our level of service in order to serve our customers better.



We wish to thank you for taking the time to provide us with this valuable feedback. We have since forwarded it to the relevant parties to assist you directly with your queries.



Thank you and have a nice day.



Sincerely,

JS

Direct Banking"

At slightly past 7 pm tonight, my handphone rang. I glanced at the caller-ID display - it was an unfamiliar handphone number. I answered the call. It was JY. He had called to offer me his apologies. He said that after reading my blog, he realised that he was "too much" that day. He explained that he was not himself that day. So it must be his identical twin brother whom I spoke to that day.



I said that I hoped that he learnt something from this incident. Not everyone was a pushover. He said he surely did. I reminded him about Helen, the coffee lady and told him that I accepted his apologies and asked him to convey my acceptance to the bank.



Now that JY had apologised, I am willing to put this incident behind me and I hope that CB and JY could too, without any hard feelings. Please don't retaliate by raising my loan interest rate some more. I am really at your mercy. On the other hand, it would be good to show how genuinely apologetic you are by slashing the interest rate.



Actually, I would very much have preferred JY to offer his apologies by commenting on my blog. Then, I would look less like Mr Lee Dai Soh telling a one-sided grandfather story here. Yes, it would be nice if JY could do what bluemad did, when I complained provided feedback about my not-so-pleasant experience when shopping around for an LCD TV.



I know what Mr Lam Chun See is thinking - that I look more and more like a difficult customer who likes to complain rather than that the service standards in Singapore sucks, am I right? Sheesh.

Reference: http://victorkoo.blogspot.com/2007/02/cb-has-opened-up-cocky-no-more.html