Tan Kin Lian's Blog: A cooperative has to answer to its members

Saturday, July 21, 2007

A cooperative has to answer to its members

COMMENT POSTED IN MY BLOG

Yes, but being a co-operative can also mean that they answer to nobody, just like what I am experiencing now. Phone call to CEO cannot get him, leave message to make contact, no response. Email to him, no response. Talk to agent, say management told her not to respond to me.

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REPLY:

I suggest that you raise your issue with the service quality manager. If you still do not get a reply, you can write a complaint to FIDReC.

The CEO of a co-operative has to answer to its board of directors and to its members at its annual meeting. This is similar to a private company.

If you write to the CEO of many large companies, you will not get a reply from them as well. They are busy people. They will normally get a subordinate to reply to you.

9 comments:

Thomas Phua's Blog said...: Many people think they must go all the way to the top to get things done.

We have to be fair to the time of the CEO, he has better things to manage.

Most of the problem is give and take, and usually lots of goddwill already being considered.

Many do not accept apology and not willing to shoulder part of the blame as well.

Service is not one way, but two ways.

Most people expect service to be one way.

Customer is always right, but this does not happen today.

Morale of employee is also important today that customer who is partly at fault should also share the blame.; July 21, 2007 3:37 PM
Anonymous said...: You can seek redress through CASE or private legal recourse if you still are unable to get your problem resolved at this level.; July 21, 2007 4:33 PM
Anonymous said...: Perhaps I should point out that the issue I wanted to raise requires the attention of management. In fact, talking about service, this agent of mine, when I first met her, I even bought her lunch. The only service I did not provide to her is that of recommending people to her although she has asked many times. I think one has to demonstrate one's capability before others can recommend. In my case, I do not "blame" the more than 10 people I have spoken to, mostly frontline staff, whom I believe are trying to do their job, but certain issues need the agreement of senior management, that is why I wanted them to be involved. How can a service quality manager decide on issues that are not service related?
That is the problem with CEOs who think that they are busy people. I think with the effort I put in, I would have gotten the attention of no lesser CEOs like Bill Gates and Michael Dell!
Anyway, we are not in this world to play the blame game, and I am certainly not in this world to service any NTUC Income. The only mistake I have made is to spend around a thousand dollars every month contributing to Income to receive this kind of treatment. I must say it is a first and beats all other incidents of poor service. I got even better service spending much less from much smaller companies.
Perhaps it is because NTUC Income knows that when people buy policies, it is to their disadvantage if they gave it up, so either way, they have nothing to lose. I can put up with deficiencies of knowledge, and even help those who are deficient in their knowledge, but I will not tolerate deficiencies of execution, knowing but not doing, so that is the reason why I expect the CEO of Income to respond.
Anyway Mr. Tan Kin Lian, the former CEO of Income has ever responded to me very promptly when I have cause to write to him several years ago. I am sure he is also a busy man.; July 22, 2007 3:20 AM
Anonymous said...: Looking at the time and what you have revealed I think the issue in hand is grave enough to warrant the attention of the highest ranking officer of the company. If it is compliance issue or lapse of advisory duty you can bring up with MAS , so MAS can direct the company or officer to investigate the matter.; July 22, 2007 5:55 PM
Anonymous said...: Perhaps Mr Tan Kin Lian is much more proactive in handling feedbacks and complaints.

After all, he had taught me the following: -
1. Do Learn & Adapt
2. 1 4 14 Rules
when I was working in NTUC Income's claims dept.

Now, having work in so many insurance companies before, I regret to advise that I have not found a CEO who is much prompter as compared to Mr Tan Kin Lian.; July 22, 2007 7:08 PM
Khiat Han Hwee Adrian said...: In response to the 3rd comment, Mr Anonymous.

Hope you had not surrendered your policy with NTUC Income just because of your dissatisfaction with an adviser or the company who choose not to respond to you.

Surrendering a policy is to your disadvantage. You may incur higher charges if you get a new plan. You can see how the company will work for you in event of a claims.; July 23, 2007 2:14 AM
Anonymous said...: Anonymous 3:20am, why don't you enlist the help of Mr. Tan about your problem. The current CEO maybe so engrossed to become no. 1 he is wasting no time on what he thinks is "trivial" matter
I am sure Mr. Tan is still influential .; July 23, 2007 4:44 PM
Anonymous said...: I beleive in having a good advsier who is not only honest but competent and who always puts our interest first.Not an agent who always has something to sell to you. Not all products are suitable for us but unfortunately there are agents who have glib tongue (or tongues)will think of of ways to sell, and sell to you especially female agents.
Well, we have to be careful. Sometimes it is our fault.; July 23, 2007 7:27 PM
Anonymous said...: I gathered that every Income agent is scrambling to qualify for some incentive trip.In the process quality is compromised. It is now "any how" selling in the mad rush ; with pushing from the top and from supervisor. It is just sell! sell! and sell; just bring in the business; July 24, 2007 3:20 PM