Fucking Bitch!!!

I swear I've got to blog about this the first thing I reached home!!! Let's see... I just did a search on the customer service provided by DHL, every article seems to be writing good things about them! Yesh, let me be the first to tell you the bad side of them... No doubt their services rendered are good but their employee sux!!! Note that I use the word "employee" - I am only referring to one employee but I guessed this employee should be considered as one of the top management people in their company - Director!!

Yes, a big fuck with a nasty heart!!

A super nasty director called in to my bank and make nasty remarks on my service, just bcoz we do not treat her like a queen like how she is being treated by the DHL call centre agents! As stated on one of the articles written on DHL in Springs website, "To emphasize the importance of customers, the customer service department has developed an empowerment organisation chart where customer is considered KING and customer service employees are empowered to ensure customers satisfaction."

I regret to tell her that I'm sorry but different organizations function differently, so do not expect us to function like DHL and treat you like a queen!! She jolly well knows that her company's call centre provides good customer service, but that does not mean that she needs to call in to other organization's call centre to prove her customer service knowledge to other call centre agents who may not be as competent or versatile as theirs. Come on, every company trains their staffs differently!!

She called in to enquire on our bank's housing loan. As a usual practice, I would inform the customer that housing loan enquires are handled by our housing loan specialist. Before I could proceed further, she went to ask why can't I service her enquiry when on the brochure states that she could call our 24 hours hotline to enquire on our bank's product. Then she went on to asked if I have undergone basis training on my bank's products and services. Told her yes but she continued to ask why then can't I answer her questions. So I told her that this is bcoz we have housing loan specialists who are trained specifically in that area to service our customer. She was not satisfied with my reply and asked if I could answer generic questions. I said I could provide her with information as long as it is within my scope of understanding. She then find fault to say that I am not competent in product knowledge and said that she wants to speak to my supervisor.

Ok, so I put her on hold while I seek my supervisor's help, relating the story to my supervisor took a few mins and then I went back to retrieve her call. She said that I put hold on hold for too long!! And started saying very nasty things in regards to my service issue and also things which I think are considered as personal attacks!! Well, I did apologized when I know that I wasn't competent in my product knowledge, apologized for putting her on hold and even when she kept saying nasty things about my service!! She said that I should not just keep apologizing but I must make the customer happy, instead I am making her getting more and more angry... FUCK YOU!! DO YOU THINK I REALLY WANNA APOLOGISE TO YOU?? I HAVE NO CHOICE BUT BCOZ THE CALL IS RECORDED!! WELL, IF I COULD I WOULD HAVE FLARED UP AND JUST HUNG UP YOUR CALL!!! DO YOU THINK I WOULD STILL WANNA HOLD ON TO LISTEN TO YOUR BLOODY LECTURING!!!

That's not all!! She went on to ask on my supervisor's name and surname... and asked when would my supervisor be able to call her back. Unfortunately I forgot my supervisor's surname and took about 5-10secs to search for her surname in my email, and she also picked on this to comment on me saying that I don't even know my supervisor's surname... HEY, WE ALL HAVE A UNIQUE NAME IN A CALL CENTRE, SINCE SHE OWNS A CALL CENTRE DOESN'T SHE KNOW THAT?? THEN WHY IS THERE A NEED FOR US TO REMEMBER OUR COLLEAGUES' SURNAME???

As she was scolding me, going on and on and on... I kept quiet all the way. I didn't want or feel like saying anything to prevent her from finding further faults with me! She then asked why am I keeping so quiet? I told her yes I am listening. But again, she said that I do not seems to be listening to her as she thought the line was cut off!! Well, since apologizing doesn't help either so why should I bother?? So I just gave her a cold reply. (HAHAAA!! She complaint about this to my supervisor later as well!! And I had a good laugh about it!!)

She disappointedly instructed me to get my supervisor to call her. I asked when would be her preferred time for my supervisor to call her back since it was near to 12am. She demanded for her call within the next 5 mins and purposely asked if this can be done. I paused and said I would need to check with her first. She then again pointed that I should not have asked a customer questions when I cannot comply to her request!! And said that I am irritating her again! YES YES YES, STOP ACTING LIKE YOU ARE A GENIUS IN CUSTOMER SERVICE!!! She then asked again, when can she expect a call from my supervisor? I told her within the next 30 mins, she said ok but asked for my supervisor's direct line. As we are not allowed to give customer's our direct line, I told her that we do not have direct lines. She then told me that she knows that the supervisors have direct lines bcoz she owns a call centre too (SO WHAT???). She insisted for my supervisor's direct no., so I told her I would need to seek my supervisor's approval to provide her with a direct no. She then commented that I have no integrity, bcoz at first I told her that we do not have a direct line but later said that I need to seek approval in order to give her my supervisor's direct no.

So I went on to ask for her name and contact no. as well as her IC no. for verification purpose. She said she has already keyed in her IC into the phone system and she believes that her info would have pop up on screen, thus she refused to say it again. Told her no, I do not see any details (although I do see it but according to our practice we are supposed to say that we do not see the details) but she insisted that there should be details appearing on screen, boasting that she owns a call centre again!!

I think this kind of people are just show-offs and wanna boast about their status, kept reminding others about how well she knows how a call centre runs, then expect other call centres to work like her company's and then comment on how bad other organisation's service was rendered to her!! STOP FINDING FAULT AND BULLYING OTHERS BASED ON YOUR CALL CENTRE KNOWLEDGE!!! TRY WORKING IN MY BANK THEN!! The main reason that she is finding fault is simply bcoz she is not getting the information she wants in the way she expected it to be! And why is this so??? BCOZ WE DO NOT TREAT CUSTOMERS AS KING OR QUEEN SO AS TO SATISFY THEM AND THEN EARN THEIR MONEY!! WE HAVE OUR PRINCIPLES!!! HAHAA!!

THIS IS TO YOU, FUCKING BITCH!! WHO DO YOU THINK YOU ARE?? AND WHY MUST I SHOW MY PASSION IN SERVICING YOU WHEN YOU TALKED TO ME WITH YOUR FUCKING DAMN ATTITUDE?? FURTHERMORE, DO YOU THINK I CARE ABOUT HOW YOU FEEL?? BLAME ME FOR SAYING SORRY TOO MANY TIMES AND BLAME ME FOR KEEPING QUIET WHEN I TRY NOT TO SAY THINGS FOR YOU TO FIND FAULT WITH... WHAT DO YOU EXPECT ME TO DO THEN?? AND WHAT'S MORE?? WENT ON TO ASK HOW LONG I HAVE BEEN IN THIS JOB, SAYING THAT I AM NOT GOOD IN PLEASING A CUSTOMER INSTEAD MAKING AN IRRITATED CUSTOMER EVEN MORE IRRITATED, SAYING THINGS LIKE I AM NOT PASSIONATE IN MY JOB AND I SHOULD NOT WORK DURING NIGHT HOURS WHEN I DO NOT HAVE THE SKILLS TO HANDLE CUSTOMERS AT NIGHT...ETC... ETC.. THE LIST CAN GO ON AND ON, BUT I JUST WANNA FUCKING TELL YOU MS C.H., IF I HAD THE CHOICE, I WOULD HAVE TOLD YOU TO SHUT THE FUCK UP!!! DO YOU THINK I CARE SO MUCH?? DO YOU THINK I HAVE A CHOICE TO NOT WORK AT NIGHT?? WHO DO YOU THINK YOU ARE TELLING ME ALL THESE??? GO AHEAD AND MAKE COMPLAINTS ABOUT ME TO THE TOP MANAGEMENT ALL YOU WANT TO!!! IN ANY CASE, I'VE QUIT SO WHO CARES?? HA HA HAHAHAA!! JUST BLAME IT ON YOUR LUCK FOR HAVING YOUR CALL ROUTED TO ME, SOMEONE WHO DOESN'T REALLY BOTHER ABOUT HER JOB ANYMORE!!! TOO BAD!!!

I just wanna blog about this fucking bitch's bad character so that people from her company can beware of her and others would know of such a bloody asshole existing on earth!!