Customer service - the Singapore way

I received this letter from the management company of my condominium. It reminded me that my payment was overdue and interest rate would be charged to me.

The letter provided a telephone number that I could call. I have called office before on their telephone number, and faced the following experience frequently:

• The line was busy
• Nobody pick up the call
• The person who pick up the call does not handle the work and has to look for another colleague 
• They usually don't call back

I searched the letter for an e-mail address (such as inbox@companyname.sg) but most companies do not have this simple facility. Their staff have individual e-mail but they do not have a company e-mail! I also looked for a fax number, and it was not provided.

It is easy for businesses to improve their customer service, by doing some simple things, such as the following:

• Provide a company e-mail adderss (such as inbox@companyname.sg)
• Provide a fax number. They can sign up with Starbub Pfingo to get a virtual number and the fax will be sent their designated email address.
• Answer their telephone calls, take a message and get someone to call back.
• Put these simple contact details in their "Contact Us" page. (Most companies do not provide them!) 

I hope that businesses will do something to improve the quality of customer service in Singapore. It is easy to implement, and is not costly. The quality can improve tremendously.