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February 22, 2006
To finish my story about eBuilding
eBuilding replied to my mail regarding their service delivery.
They said that they are aware of problems in my building and aware of my posting. Also, that they appreciate my feedback.
It was a very neutral mail, but at least, not a computer-generated. They addressed me by name, not "Dear Valued Customer".
After the mail, they also send me a text message, that service is restored.
I am critical of the first contact via mail, but wow-ed by the personal approach via SMS. The email was too neutral, and didn't come from "higher levels" of the company. I don't expect it, but it would have been something "nice", appreciative, showing more effort. There are CEOs who do this!
The second approach, via text message, is personal - okay, I am not sure if they did not send the same text message to all subscribers.
A simple approach like this sways subscribers back to their former loyalty. I haven't tried the service yet and if it really works. But I give eBuilding credit for this effort.
Posted by Andreas at February 22, 2006 10:38 AM
Comments
I have noticed that service standards of Malaysian companies have improved a lot in the last couple of years but I guess we still have a long way to go. Regarding internet services, other companies can't do much as long as Telekom holds a monopoly.
Posted by: Adam at February 22, 2006 11:36 AM