It's all about my travel experience and things I love to do…
Customer Service
S-A-T-I-S-F-A-C-T-I-O-N
Jul 15th
I think my ‘Work’ category is like building up more and more… at 161 count. Including this post, it would be 162 count. On contrary, my ‘Events’ category is at 79. What is going on! Back then about one year ago my ‘Events’ and ‘Clubbing’ category is more than my ‘Work’ category.
OH NO!!!
But wells, after working so hard and roughing it out, this kinda of satisfaction is what soothes everything crazy day…
There was a problem with a client’s partner in Korea with flight arrangements. I can actually ask her to get it sorted out in Korea but I can’t. I don’t usually get down and dirty but this time I had to to make sure their needs are taken care of. I can’t push it to my colleagues either.
I had to be on GTalk chat to sort things out for her…
Client: there was much progress for the last couple of hours. i can travel!!! please email me the e-ticket so that i can confirm the information to make sure everything is correct. thanks so much!!! i think you brought the luck!!
YapThomas: ok. I will send the booking for your final confirmation. Then I will get my ticketing to issue it for you.
Client: received. thanks. I need to come back on Sunday, 26th. If you can make this change now, would you please do it for me? Just let me know. other information is correct. then email me the e-ticket.
YapThomas: Sure do *sends instruction to issue ticket*
Client: i got it and it looks perfect! thank you so much for everything! Let (partner) know about the charges okay. I hope it doesn’t cause you much trouble.
YapThomas: Not a problem. I will settle the payment with him later on…
Client: you were the most helpful and understandable travel agent i’ve ever met…. thanks again. bye!!
Ahhh… the SATISFACTION to sort things out. Plus, this are the kind of clients who don’t stinge on service. I hate it when people ask for so much but then don’t want to pay for the kind of service they want.
What more is that they ask you to do so much and then ask for discount! I HATE this kind of people. What more is that friends are the ones asking for it and they take advantage of that ‘friendship’. Bullsh*t!
I am thought during one service at CHC that if you can’t pay for the service rendered don’t go further. Pay for what you can afford. Just like the saying goes, you pay peanuts you get peanuts.
Same equation that if you want to drive BMW, pay more! You don’t go buy a BMW and then ask discount to the price of Proton!
I shall dwell on a dedicated post on this ‘discount’ thingy later on.
Till then, have a good night people… I’m sure having ‘fun’ now!!…
The Art
Feb 23rd
A search on the meaning of “Art” gave me 16 answers, in noun.
Answer number 9 of 16 is:
9. skill in conducting any human activity: a master at the art of conversation.
I’ve on numerous occasion did mention here that one must master the “Art of Ignorance”. I used the same term again when I was on my way back from Perth yesterday, in the in-flight chat room. That is another fun story to blog about… Shall come back on that later.
Now, art is a skill one would have picked-up over a period of time in their lifetime in dealing with humans. I deal with humans every single day. I meet different personalities every day and till today, it has never cease to amaze me. I’m learning every day… Now, back to the “Art of Ignorance”
The “Art of Ignorance” should only be practice upon someone when:
1) You are totally annoyed by that person;
2) You totally hate them and you don’t want to talk to them; and
3) You don’t care about them.
Well, the above 3 are MY terms only. You can add on to the list yourself.
Now…
Just today, I’ve got an email telling me this:
“You have to practice the “ Business Balancing Art “ between Sales and Collections from our corporate Customer.”
Great! Just about time I need to master new skills already. But wait a minute. I thought I’ve learned it already?
Maybe I just need to make some perfection to this “Business Balancing Art” that I’ve learned so far and MASTER it.
That’s what I’ve been doing the whole day today. Mastering the “Business Balancing Art.
It is all PR, PR, PR, PR, PR and non-stop PR. You will know you are getting a Master’s badge soon of this art when scenario like this happens:
Client: I told him that you are away on vacation and he said “Ahh shiattt”
Tom: HAHAHA… You serious!!??
Client: And when I told him “Thomas is back”, he said “Tell him to work his magic”
Tom: Gosh! More work. Hey, did you receive the outstanding statem…
Client: Oh yes! We will prepare the payment by end of this week.
Tom: Great! Now, I can work my magic – better.
There you go. One case of “Business Balancing Art”. In this time of economy, I think I can gain my Master’s badge quicker than usual.
This whole week will be PR mode week. No more warzone. A lil’ but less.
What happened to my workload?
Heh, one must also master the “Art of Job Delegation“
The Cool & Cold Korean
Feb 17th
Had a long day.
Had a craving for Korean thus we walked around and found Arirang.
I remembered that I was told that this restaurant is ‘the‘ restaurant for Korean food.
No, I am not gonna talk about the food I had, but instead, I will talk about ‘her‘.
Yes. ‘Her‘ I meant. A woman. In Arirang Korean restaurant.
Well, let’s say, 5% of the ‘yes’ to dine there was ‘her‘.
What’s so great about ‘her‘?
Hmmm…
She was outside the restaurant talking to another person with all smiles and when she finished, her face turned into a long cool and cold kinda expression. I don’t know how to be exact to explain about this expression but, it is the killer…
She seems to be the manageress of this restaurant, as she seems to be behind the cashier; running all over the restaurant; manning the bar; running the orders in and out and also giving orders at times to her work mates.
She does everything! She cleans the tables, she takes orders, she makes coffee, she makes dessert and etc. The kind of manager who runs the front and back of the house. Now, that’s what F&B restaurant people should be doing. They do everything! Not just give orders.
I stole a few look at her during my dinner and she just seems so cool and cold. The kind of person that gives you the vibe that, if you even gave her a nudge to her arm, she will stab you to death kinda scenario? Hahaha. She is so serious into what she does that kinda vibe.
But, twice did she smile, she actually looked prettier. Tempted to just tell her “You should smile more. You look prettier with a smile on your face.” I dare not. Because some customer put her into boiling mode and she was boiling and when standing at the cashier, I could feel the boiling heat!
Oh! That customer that got her boiling, let me see her dark side, where she puts a confrontation to the customer and not let her guard down. Whoa! Killer woman… Stay away from angry woman. They will run you down, even if you’re friendly! hahaha
Her expression, her professionalism, her cool look, her cold expression and her smile…
Awwww…
It’s so rare. Well… I’ve known a few, but this, she is Korean. That makes her so special.
Hmmm… Maybe I should go for Korean again tomorrow. 
*Okay my time is running out… More updates soon!!!*
How Ah Like That???
Feb 4th
Beh Sai Lah… (cannot in hokkien)
Chinese New Year is not even over yet…
YET!
and I am swamp with loads and loads of work.
The struggle to keep the customer happy.
The struggle to keep the office operational.
The struggle to keep to travel up and down from one location to another.
The struggle to deal with the super crazy infamous Klang Valley 24 JAM.
The struggle to deal with lazy people.
The struggle to deal with stupidity.
The struggle to sustain the haste in getting my work done.
The struggle to deal with two similarly demanding organization, wait, it’s THREE!
The struggle to clear my pending workloads, which is building up by the hour.
The struggle to keep myself healthy.
AND
The struggle to blog, so that YOU are updated!!! 
Sigh…
AND ALSO, most important is
The struggle to keep myself sane. -_-
HOW AH LIKE THAT???
Cold Storage @ KLCC
Jan 19th
Has the lousiest customer service staffs ever!
How can the supervisor not know what are they promoting.
Yes, maybe he is cashier supervisor. But, when I asked for duty manager or store supervisor, I got even more frustrated when I had to wait about 10-15mins and no sign of whoever is the manager/sueprvisor.
Oh wells. Service industry in Malaysia needs to buck up!
I don’t understand why people just don’t get the whole gist of service.
Service is not just working 9-5. Service is the extra mile you go to make your customer happy.
I can rant all day and night about service.
But, let’s keep this post about Cold Storage @ KLCC alright.
So yeah, lousy service is because of lack of training, and lack of training is because of lousy management, and lousy management is because of ignorant managers and ignorant managers is because of ignorant owners too.
It’s a chain and I don’t know which part of the above fits in Cold Storage.
Maybe their daytime shift people are a lot more alert and energetic. Hmmm…
The Way I LIke It
Nov 13th
The client can sometimes be quite a nutcase…
Scenario:
There was a huge glitch and miss-communication and while sorting things:
Note:
The brain was not functioning very well, so all crap and bull started coming out..
Client: “Thomas, I guess you should just go back already. Tend to my case tomorrow, I think it’s nothing much we can do already.”
Me: “NO WAY! This is a service which I promise you from Day 1 and I will stick to it. When I said I can get it done I will do my best to get it done. I’m loyal to my words.” (I’m that headstrong)
Client: “Wah! “Loyal to my words” pulak tu! Macam BF GF like that… hahaha”
Me: “I’m already your agent, can ad-hoc to be your other half also lah. This one FOC.”
Client: “hahahahahha. Then your the other half? Dump?”
Me: “None to begin with”
Client: “Kenapa single lagi? U kan smooth operator? (from previous convo) haha”
Me: “Now recession lah. Everyone pulling back from getting together.”
Client: “Nonsense! Quick, get one before it’s too late”
Me: “Like buying grocery, going through the shelves at Tesco and just choose one?”
Client: “Hahahah. Remember, look at expiry date!”
Me: “hahaha. It takes time to identify, and it also takes time to be sold”
Client: “Cheh! Sound like expert. Everyday work so late where got time to find?”
Me: “When there is a will, there is a way”
Yeah, when there is a will, there is a way.
I’m just particular in a way
Put it this way
I don’t fancy things to go halfway. I pretty much like it all the way.
KLIA Express service is just pathetic?
Dec 11th
I was at KL Sentral today evening waiting for my client to arrive. I passed him his
ticket and sent him off at the gate of KLIA Express Rail Link.
At the counter buying his ticket, there is this man, assuming to be an Australian
approach the counter and asked the guy at the counter
“Hie, my friend and I have already checked-in and the lady there said that
we can’t check in our surfboard as it is wouldn’t be allowed by your side and we have about 2 hours to go to catch our flight!”
The conversation was something along this line.
Then the counter guy radio-ed his supervisor and there she came and upon insisting,
she kept on saying sorry and say it is their policy to not allow such large item on board
the train to KLIA as there is not much space in the luggage compartment and they are
not allowed to bring it to the passenger compartment due to safety reason and also what
if other passengers will complain.
This Aussie was so furious and kept on asking if she would allow it for this time and they
would take all due care of the surfboard throughout the journey. He even asked where
is it stated that they can’t carry such large item on board the train..
The lady supervisor wouldn’t buy his words and in the end, the Aussie furiously said
“This is fucking ridiculous! You know that?. It is just a piece of surfboard!.. bla bla bla”
After saying goodbye to Aman, I walked over to see how big the surfboard is in distance.
It is pretty huge and I’m sure the KLIA Express Rail Link peeps could be able to accommodate that large piece of surfboard. Come on.. don’t tell me their luggage
compartment is so small till it can’t fit a surfboard?
Really, this is fucking ridiculous! What if there is a sudden need to board such item by
a VVIP? I am sure at any that time if it happens, the KLIA Express can accommodate.
VVIP what..
These two gentlemen are not just ordinary people I would say. They are not VIP but,
they are traveling on First Class. Those who can afford to travel First Class, in my
opinion should be given better treatment exceptionally. They are paying premium
price and of course they should deserve better.
It is service and service should sometime be blind of rules. It is the extend one would
want to go to ensure satisfaction and of course safety. In my case, I would let him do
so provided I bring him into the train and put him somewhere away from the majority
passengers and ask everyone sitting around him if it is OK for him to put his surfboard
there. If no, I kick the surfboard out. If yes, he is sure a lucky guy.
And I was just talking to an airline manager about 3rd world mentality.. sigh…
Oh well, I think a law is written by human and it is human who decides to overwrite it.
In such a case, they already checked-in and from what I read in their Conditions of Carriage in their website, it states under section 3 that
‘If you bring any luggage onto our trains or premises, you will be responsible to
properly store and take care of your luggage and for any injury, damage or loss
caused by it as a result of your failing to properly store or take reasonable care of
it.’
Then again in section 6.1 (b) it states that
‘We reserve the right, however, to refuse to carry any item of luggage, even
if it has been accepted on a previous occasion or is normally accepted, if in
our opillion -
(1) it might cause injury, danger or inconvenience, or damage to
property;
(2) there is not enough room for it;
(3) its loading or unloading may cause delay to trains; or
(4) it is not carried or packaged in a suitable manner.
Why our Malaysian law, any law is so double wan… First you say you can provided you
take care of it and all damage is in your hands. Then, next you say you reserve the right
to prohibit you certain items base on bla bla bla…
Don’t you think it is just pathetic?
HSBC Customer Service – Good/Bad?
Jul 31st
What is your perception? Have you banked with HSBC (Malaysia) before?
Seriously, I’ve got like both Good and Bad comments.
For months, I’ve been so furious with how they work in organizing my Personal Banking!
I’ve been facing a problem with my Personal Banking account which I have been trying
to solve ever since like 2 months ago. They send me two letters to sign to confirm
everything, which one should be returned to their branch at Jalan Pasar. I’ve did that,
and even went personally to their office to hand-in my letter.
Sadly, things never go they way I wanted (as always). These people at the call-centre
keep calling me for weeks to ask where is my letter, and if I have submitted or not.
Everytime they call, I is at the wrong time I would say. It is during the time when I’m
not in my good mood or during a frustration while working.
I gave a piece of my mind to whoever that called me. (yes, i am kinda hot temper)
Two days ago, I’ve received a call and this girl asked me about my account and even
got the cheek to ask me about the letter. Whooww.. the asking about the letter got me
hot and I gave her my 2 minutes of dissatisfaction over the phone and she was like
“Oh…. okay, okay Mr. Yap. Sorry and Thank You for your time”
Straight I went online to their HSBC Website and lodge a complaint at their
feedback form.
They actually replied my feedback FAST!. Very fast. The next working day!
I’m impressed, for once with their service suddenly. This lady called me and said
I e-mailed HSBC about my complaint. I was like, “Did I e-mail? but I sent feedback!”
Then I check my e-mail and saw this e-mail. “Ohhh.. that’s why… ”
Well, my say for HSBC service is, there are Good and Bad. I just can’t generalize.
Let’s just hope I don’t get any call regarding my letter or my account.
Else I will give my 5 minutes of dissatisfaction reply on the phone. LIVE!
