Tan Kin Lian's Blog: DBS Bank - customer care manager

Sunday, April 10, 2011

The customer care manager gives a standard reply, and no follow up .... Read this article.

Tan Choon Hong said...: I have googled some of the phrases in the replies and suspect they could have been written by letter-bots! I don’t see anyone taking ownership of your request, nor any commitment to act or deliver. Don’t bank on your suggestion getting implemented any time soon, if at all.; April 11, 2011 10:30 PM
Tan Kin Lian said...: I received this reply to my latest email.

Dear Mr Tan

We refer to your email of 7 April 2011 on enabling alphanumeric input on our ATM screens.

DBS currently has around 160 ‘touch-screen’ ATMs island-wide. We are in the midst of enabling these ‘touch-screen’ ATMs with a virtual alphanumeric touch-screen keypad. This enhancement will enable our customers to key in the relevant reference text/numbers for ATM fund transfers. This new feature is expected to be piloted by mid 2011 at a few ATMs to gauge customer response. If the service is popular from feedback received, we will phase in to more ‘touch screen’ ATMs by end of 2011.

We thank you for your gracious feedback.

Yours sincerely
Patrick Chia
Customer Care

MY COMMENTS. I believe that this service will not take off, if it is done in a half hearted way with a few touch screen ATM to guage the public response. To be successful, it needs pulbicity and wide availability.

Consumer Banking Group; April 12, 2011 4:24 AM

Sunday, April 10, 2011