To Become Worldclass Services Company

What is service? Its an easy question, but hard to understand the essence of it. As my mother always said, if you don't know the essence then you will never know how to do it. And it is true.

An interesting case happened to me nowaday. Regarding to what we called service. I contacted my cable TV operator, a state owned enterprise; asking about the complaints that I rosed yesterday. And shockingly my complaint was closed due to invalid request, where I unarguingly supposed to go back to their outlet to do channel lineup as per their advice. Well ... not surprise since they are a state owned, even they are a public listed; the bureaucracy is unbeatable, because it is within the organization.

So let me give you a little background on what happened exactly. Three months ago, I went to Plasa Tel**m, near to Jatinegara, to re-activate my internet access, and I was being offered to use the TV cable service provided by their group of company. Well I was a bit tempted due to the bundling price promotion they offered, even though deep in my heart I was a bit worry about the services; remembering it is so typical of state owned enterprise on the way how they are handling the customers. But I was willing to try, as I believe to my country.

To shorten the story the promotion ended up after 3 months, and my cable program was being downgrade into the basic service. As customer, all i want is just a simple procedure to upgrade the channel I used to have in the convenience way. I called the customer service at **7 on Sunday, and the agent tended to reffer back to the procedures they have which I supposed to go back to the Plasa Tel** to upgrade the services. Then I asked the agent to allow me to talk to his team leader or supervisor. Talked to the person name *** , he said that he will help me to escalate my inquiries to the respective 2nd level support.  After 24 hours waiting there were no update from the customer service until I called them back and found out that my complaint / inquiries was declined and as an end result i was still asked to come directly to their office to request an upgrading service.

Anyway, I decided to switch to other provider; a well known one, whose playing in this business since years which I actually used to become their subscriber as well. I just called their customer care, and within minutes my problem was solved !!! Not surprising me, but it was recovered me. This cable operation asked me to send them just an email, as a confirmation to upgrade / channel line up to their higher package (which brings them more revenue). Just that simple, easy and convenience for the customers like me who does not have much time to go to the cable operator office and signed up some documents that today is able to be done in digital version. That's what we called a technology. But remember! A technology without a customer centric mindset and great procedure will be nothing.

Looking forward to seeing this country state owned enterprise to start thinking at customer point of view. This country could develop itself to the world class enterprises, even faster..