This is got from the Malay Mail online version, forwarded to me by KL
‘Call the Blood Bank-lah’
Sushma Veera,Ee Ann Nee & Ghaz Ramli
Feb 22:
KUALA LUMPUR: When calling government departments with queries, be prepared to be passed from one person to another.
And do not expect your calls to be answered immediately. It will either be a long wait or you may have to dial several times before your calls are answered.
You’d be lucky if the operator identifies his department, and consider yourself blessed if you are greeted with a simple “hello?.
Welcome to the world of civil service. This long-standing problem was addressed over the weekend by the Chief Secretary to the Government, Tan Sri Samsudin Osman, who urged heads of departments to conduct constant checks on their frontline staff.
“By doing this, they can check on the efficiency of front-liners, including telephonists,? Samsudin was quoted in the New Straits Times yesterday.
He wanted the heads of department to experience for themselves the response from their frontline staff, adding that with constant checks, complaints by the public can be minimised.
The Malay Mail did a survey yesterday on several government departments and agencies and a few in the private sector, and we were not surprised by the findings.
While we did not encounter any rude staff, those we dealt with were either laidback or lacked basic telephone etiquette — such as saying “hello? and “goodbye?, and informing the caller that the call was being put through before doing so.
Below are some of the telephone conversations our team had with several operators and government staff and how they responded to simple queries.
* Immigration Department: We called the department in Putrajaya, saying we were a first timer in applying for foreign maids. The operator answered the call after several rings and informed us that we had to call their branch in Damansara.
“For maids, you would have to call our Damansara branch, speak to the foreign maid section,? said the operator.
Calling the Damansara branch was not a problem as the call was answered within the first three rings. However, the problem was with the operator who transferred us to another department, without informing which department it was.
There was no answer from the said department despite being transferred twice.
The operator then gave us two numbers, saying that it was the Foreign Maid division.
When we called the given direct line, the person who answered asked us to come directly to the office to get the forms.
When pressed for more information, the woman said: “The forms have everything that an employer needs to know.?
She seemed to be in a hurry and would not answer any further questions.
* Kuala Lumpur Hospital (HKL): The HKL operator was polite and helpful.
The Malay Mail called to enquire about ambulance services to the hospital and the operator explained to us that HKL does not send ambulances out except to transfer patients from one hospital to another.
“I am sorry but HKL does not send out our ambulances. Normally, in any accident case, the ambulances used are those of St John or the Malaysian Red Crescent Society. The HKL ambulances are meant to transfer patients from one hospital to another,? said the operator politely.
The operator also managed to give us the numbers to call and again advised us to ask if they charged for the services.
Thumbs up for HKL!
* Kuala Lumpur City Hall (DBKL): All calls to City Hall went through the answering machine. When pressed ‘0’ for operator, we were told to hold as the operator was busy.
After a second try, the call was answered within the first 10 seconds.
We asked for the procedure on lodging a complaint on the cleanliness in our residential area.
The operator referred us to the Urban Services Department and gave us the number to call.
When we called the department, the staff said: “You can either call or write in your complaint.?
When pressed for more information, she said: “I don’t know as I just started working here.?
The employee has been working there for the past two months.
* Inland Revenue Board (IRB): With the newly introduced Self-Assessment System (SAS), the taxpayers are required to do their own computation for tax assessment. As such, we called the IRB to find out more on whether certain type of allowances are deductible.
The operator answered the call after three rings and while we were explaining our problem, she immediately transferred our call!
The next person who answered the call did not inform us which department she was from until we asked her.
“How are we to explain to you over the telephone?? she asked.
When we asked her what can be done, she said: “Come and join the workshop we have.?
Apart from these one line answers, there were no other information on the workshop given. At least, not until we asked for it.
* Women, Family and Community Development Ministry: We wanted to enquire on how to lodge a complaint on beggars near the Puduraya bus terminal — only to be surprised with the question from the Ministry’s operator.
“Beggars? Which department will it be under?? the operator asked us.
After much explaining, she asked us to call the Welfare Department.
The operator and staff at the Welfare Department were very helpful.
“I can take down the complaint immediately. That is not a problem,? said the male employee.
Before ending the call, he said: “We have always tried to educate the people not to donate to beggars. However, some are annoyed saying we were just trying to stop them from doing charity.
“Don’t worry, we will compile the complaints and hand them to our bosses for the next course of action,? he said before thanking us for the information.
* Subang Jaya Municipal Council (MPSJ): We called to enquire about bookings of sport facilities. The operator abruptly put us through another extension.
“For normal days, it is RM10 while for holidays is RM12,? said an employee.
However, when asked on the direct number to do the bookings, he had to refer to another person before answering.
* Petaling Jaya Municipal Council (MPPJ): There were queries on procedures of bringing down an old tree. We called MPPJ and and the operator referred us to the Landscape Department at another number. However, the line was either engaged or was diverted to the fax machine.
Failing to get through, we decided to call the main line again. We were then unable to reach them (from 11.39am to 12.03pm).
* Tengku Ampuan Rahimah Hospital, Klang: Our first attempt failed as no one picked up the phone. We then dialled another number.
This time, an operator was on the line but she was unwilling to help on how to donate blood. We were asked to refer to the National Blood Bank.
“Yang ini kena panggil Pusat Darah Negara. (This one, you will have to call the National Blood Bank),? said the staff who could not speak English well.
* National Registration Department (Federal Territory) at Maju Junction: All four lines were engaged all the time. We tried from morning till closing time and the lines were busy.
* National Registration Department (Selangor) at Shah Alam: Unlike their counterpart in Kuala Lumpur, the operator here was fast in picking up the call.
“What are the procedures to apply for MyKad?? we asked.
“Well, you will have to come to the NRD office and bring along your identity card,? she said.
* National Library: The call was answered within the first two rings. The woman operator was ever willing to guide us to the library.
“You can take Intrakota bus Number 20 from the city and stop at the nearby Petronas station.?
* Public Bank headquarters, Jalan Ampang: We tried calling the bank from 4.30pm. The calls were answered by an answering machine and we dialled ‘0’ for operator assistance.
Operator answered after six rings. She was polite, greeted us and mentioned the name of the company.
However, the courtesy ended there. After informing her that we wanted to know more about opening a safe deposit box, she just said a mere ‘hold on’ before transferring us to another line without informing us which department it was.
The line was disconnected and we called again and went through the same routine.
We were transferred to a different department or section without knowing where we were transferred to or who we were to speak to.
Only on our fourth attempt at 4.50pm, were we given the direct number to the safe deposit box section.
However, till 5pm, the line was engaged.
* Rapid KL Sdn Bhd (formerly known as Syarikat Prasarana Negara Berhad): The call was answered immediately with all the basic telephone ethics. We asked for information on cards for buses and LRT.
We were transferred to another department and the call was picked up by a male employee who provided us all the information needed.
“The Rapid KL card for buses depends on the zones you are travelling in. Meanwhile, for the train services, you can either purchase the Touch n Go, monthly pass or the Stored Value Tickets,? he said.
* Tenaga Nasional Berhad (TNB): We called to find out why we had not received our bills. The operator greeted us and mentioned the name of the company before saying: “For this query, you will have to call the Kedai Telekom. Since you are calling from Bangsar, you will have to call the one in Jalan Bunus in Masjid India.? She provided us the number.
However, when asked whether a copy of the bill would be sent to us, she admitted not knowing anything about it.
The operator hung up before we could thank her.
* AirAsia Sdn Bhd: Calls to the nationwide call centre first went through a process of selecting languages and purposes. On our first attempt, a sales agent claimed that he was unable to retrieve the information needed for the Valentine’s Special promotion.
“I can’t access the information from the database. You will have to check the website,? said the staff.
Asked if there was any other way he could help us, he said no.
On the second attempt, a woman attended to our call. She was knowledgeable and answered our queries professionally.
* Hicom-Gamuda Development Sdn Bhd: The person who answered the call was friendly and willingly helped us when queried on procedures to view an apartment under the latest development project. The project was the Randa Apartments in Kota Kemuning.
“Only the corner units are available. You can come to the sales gallery in Kota Kemuning to view the unit,? she said politely.
* Telekom operator (103): After the “programmed? intro, we were asked for the number required. As we needed three different numbers, we asked for them to be given manually instead of connecting it to the machine.
“What number do you require?? asked the operator. Just after giving the name of the first place, we were automatically transferred to the machine.
“I would like to have two different numbers, please give it to me manually,? we asked.
This time the operator again transferred us to the machine as soon as the second place was named. Frustrated, we tried for the third time but the need for the final number was more important than wanting to explain to the operator. Maybe a change of routine is not an easy task for some to accept.