No 'divorce' for Credit cards Do you have a problem with your credit card? From my own research done, its quite common people facing issues with their credit cards. Just read various complaints lodge in few media, credit cards issues are always among the TOP 5 complaints. I'm also had few problems. On one occasion, I was able to receive a direct explanation from a foreign bank executive. His company is the biggest credit card issuer in Indonesia. We happened to meet at a Focus Group Discussions event held by Central Bank of Indonesia, YLKI (Indonesian Consumer Foundation) involving the banking consumers and attended by the credit card associations. On that occasion, I expressed my own experience as a frustrated customers and from the observation that I made. The first topic that I highlighted is the difficulty to accessing the bank to acquired necessary nor to lodge complaint. Contacting the call center of bank are a challenge by its own. I myself are a corporate customer of a worldwide foreign bank and had always facing difficulty in accessing their call center. It was impossible to connected to their call center on Monday through Friday so I did it on weekend. Then the next topic that I brought up - and surprisingly was agreed by all customers was 'difficulty' in closing a credit card. I was having trouble deactivating my credit card, not only they put me back and forward, go here and there, start explaining from zero all around the place, complicated procedure and being delayed. The closure process take so long until they charge me another annual fee and this put me in 'deeper' trouble. The issue in closing the credit card, was not experience by me alone, but it happen to almost all the customers that participated on that Focus Group Discussion event. This problem seems to be systematic and took place in several banks. Responding to this issue, the senior bank executive said that this happen because a bank did not recognized any word that translating to "divorce" ...... (More articles on the Call Center Idol book that will be available at your nearest bookstore soon) Kartu Kredit Tak Kenal Kata Cerai Anda pernah bermasalah dengan kartu kredit? Dari hasil riset kecil-kecilan yang saya lakukan, lumayan banyak orang yang punya masalah dengan kartu kredit. Lihat saja di surat pembaca berbagai media, masalah kartu kredit berada pada lima besar pengaduan. Saya juga pernah punya masalah. Beruntung saya bisa mendapatkan penjelasan langsung dari seorang petinggi bank asing, penerbit kartu kredit. Kebetulan kami berjumpa pada sebuah acara Focus Group Discussion, yang melibatkan praktisi perbankan, Bank Indonesia, asosiasi kartu kredit dan YLKI (Yayasan Lembaga Konsumen Indonesia) serta sejumlah nasabah. Dalam kesempatan itu, saya mengungkapkan beberapa hal dari pengalaman sendiri sebagai nasabah dan mengamati keluhan-keluhan yang ada di lingkungan. Topik pertama dan berulang kali saya tekankan adalah kesulitan menghubungi bank yang bersangkutan untuk menyampaikan keluhan. Kesulitan pertama adalah tidak bisa menghubungi call center bank karena sibuk. Saya sendiri menjadi pelanggan korporasi bank asing ternama dan selalu kesulitan menghubungi di hari Senin sampai dengan Jumat sehingga terpaksa menelepon call center di akhir pekan. Kemudian topik berikutnya yang sedang naik daun dan diiyakan oleh semua nasabah yang hadir adalah kesulitan menutup kartu kredit. Saya mengalami sendiri kesulitan menutup kartu kredit, tidak hanya dipingpong, dipersulit dan ditunda-tunda, tapi juga digiring agar proses penutupannya menjadi lebih lama, mungkin sampai akhirnya batal menutup. Saking lamanya proses penutupan, saya pernah mengalami harus menunggu hingga munculnya tagihan baru berupa iuran tahunan berikutnya. Masalah jadi tambah ruwet. Mau menutup kartu, kok malah dibebani tambahan biaya. Masalah itu bukan hanya terjadi di satu bank, melainkan di beberapa bank. Menanggapi keluhan tersebut, seorang petinggi bank mengatakan, bahwa bank tidak kenal kata “cerai”...... artikel selengkapnya dapat dibaca pada buku Call Center yang akan tersedia di toko buku Gramedia.
