Customer service Communicate directly with customer
Many organizations provide poor customer service. 

They do not allow their support staff to communicate directly with customer using email or mobile phone. 

They insist that the communication should be done through their website or call center, so that the communication could be recorded. 

This approach creates the following problems in communication:

a) When the support staff call the customer, the customer may not answer the call, because the customer does not know the identity of the customer. 

b) It is better for the communication to be done by email or by WhatsApp outside of the official platform.  

c) In most cases, there is no need for the communication to be recorded. If a record is necessary, the support staff to make a brief report to close the issue. 

d) In the case of technical support, the customer can take a video recording using the mobile phone and send it to the support staff by WhatsApp or email. The support staff can view the video and understand what the issue is.

Tan Kin Lian

 

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