In a Facebook post, Goh Meng Seng described his frustration in waiting for 30 minutes for the SIA hotline to pick up his call. Many people posted their comments describing the same frustration with their bad service. Link
I have contacted the top management of Singapore Airlines on several occasions in the past to offer my service to improve their hotline and call center. They were not interested.
When I was in NTUC Income, I was able to get all calls answered within 3 rings, i.e. 1 minute. I think they are still able to maintain this standard today.
The NTUC Income call center handles a few thousand calls every day. I suspect that it is as busy as SIA.
It is sad that the top management of SIA does not pay attention, and the service quality can drop to very bad levels, leading to loss of several millions of dollars of revenue.
As a result, SIA has lost its top position in quality of service. It has even become unprofitable for the first time in his history.
I have contacted the top management of Singapore Airlines on several occasions in the past to offer my service to improve their hotline and call center. They were not interested.
When I was in NTUC Income, I was able to get all calls answered within 3 rings, i.e. 1 minute. I think they are still able to maintain this standard today.
The NTUC Income call center handles a few thousand calls every day. I suspect that it is as busy as SIA.
It is sad that the top management of SIA does not pay attention, and the service quality can drop to very bad levels, leading to loss of several millions of dollars of revenue.
As a result, SIA has lost its top position in quality of service. It has even become unprofitable for the first time in his history.
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