Tag Archives: customer service

After last week’s complaint about the unreasonable wait at FCB, I received two phone calls from different managers, apologising and telling me about the plans in motion to address long waits and accounts falling asleep in absurdly short times. If the plans are to ­materialise as expected, it should go …

Last Wednesday, I received a phone call from the CEO of the credit union I complained about in the previous column. Somehow, they’d recognised themselves and the CEO apologised, saying the treatment was unprofessional and went against the whole principle of the credit union movement’s basis. We discussed poor customer …

I relate this tale because I’ve discovered it is a common one and I hope that people will be encouraged to make public their experiences with credit unions and other financial institutions. It is a story about an organisation that is founded on a premise of helping others with compassion, …

In my mailbox last Wednesday was yet another bill from bmobile, the brand name of the Telecommunications Services of Trinidad and Tobago Ltd—the company we know as TSTT and further back as Telco. The sight of the bill aroused the same kind of disgust I felt when I’d read about …

When I turned 18, I did two things that signified for me my coming of age. I opened a bank account, and I took out a life insurance policy. An agent of Colonial Life had come to our home pursuing our business. Convinced by his booming presence, and his knowledgeable, …

After a time, poor service wears you down—lowers your expectations to the point where you feel special when you actually succeed in completing a transaction, or most of the processes get by smoothly.  This is my lucky day, you murmur happily, just because it took only one hour to pay …

“[…] In many cases, there are just one or two cashiers out of a possible nine or ten to service very long lines while other employees casually mingle and make small talk in full view of the public, who are already agitated by the poor service!  “The government might as …

“[…] CA never does look into these issues but seems to be quite skilled in issuing platitudinous and well-rehearsed statements which never admit culpability or offer apologies for their shortcomings. “[…] CA’s response? We will bring your concerns to the attention of management for guidance. No apology or compensation for …

“If Caribbean Airlines truly wishes to pride itself on the service it offers, what can be the objection to ensuring transparency and accountability in its operations, so that there is a proper avenue afforded to a dissatisfied passenger to speak to an appropriate representative and have access to any prepared …

“[…] Caribbean people tend to be so ‘familiar’; they seem to think that they can say what they want to you, however they want. Also, I’ve noticed while travelling with other carriers that passengers aren’t as demanding and difficult to the North American or foreign crew members. “Something that I …

“On most days, it’s a fast-pace job. Which means there are calls in wait, and you have to try to wrap up your present call as fast as you can to facilitate the next customer or customers in wait. “This was all new to me and I admit, some days …

Once in a store in Canada, I saw a sign that read, “Customer service is not a department…it’s an attitude.” In Trinidad and Tobago, we have a serious problem as it relates to the attitudes of people who have to deal with customers and clients. For years, people have complained …