1/5 Juliana C. 3 years ago on Google โข 8 reviews
Hi
there,
I
am
writing
to
account
the
experience
that
your
staff
by
the
name
of
Sean*
at
the
reception
at
Pacific
Plaza,
to
be
frank
I
am
not
even
certain
if
this
was
his
genuine
name
as
he
was
reluctant
to
provide
his
name
when
asked
to
account
this
feedback.
But
I'm
pretty
sure
this
could
be
easily
verified
given
the
time
of
call
at
4.56PM
on
18
Feb
and
whoever
on
duty
who
was
manning
the
telephony
at
the
front
counter.
My
Mom
has
been
a
member
with
True
Yoga
for
several
years
now,
and
recently
took
up
a
series
of
personal
training
programme
with
True
Fitness.
I
think
we
could
agree
that
she's
been
very
supportive
of
your
business.
She
is
73
years
young
and
illiterate
in
English,
that
means
she
has
no
ability
to
actually
navigate
through
a
mobile
app,
scroll
to
schedule/booked
class
to
perform
any
bookings
without
any
assistance
from
myself
or
other
kind
staff
from
True
Yoga,
as
they
are
all
written
in
English.
The
cold
hard
truth
is
the
customer
service
is
inconsistent.
Some
days
when
they
are
in
good
mood,
they
help
you
to
make
amendments
on
your
class
bookings
after
minor
pleadings.
Other
days
when
they
don't
feel
like
doing
it,
they
will
tell
you
that
they
are
not
in
the
position
to
help
make
amendments
to
your
class
bookings
or
"manager
says
cannot"
despite
pleadings
and
begging
over
the
phone
and
over
the
counter.
Just
thinking
about
this
is
maddening,
how
could
you
do
this
to
my
elderly
Mom...?
Where
are
your
humanities
When
she
called
True
Yoga
Pacific
Plaza
branch
to
seek
for
assistance
in
cancelling
the
class
booked
for
this
evening,
Sean*
attended
to
her
call
and
rejected
her
request
with
very
superficial
explanation
that,
I
quote
word
for
word
"he
cannot
do
it
because
he
is
scared
to
lose
his
job",
"only
managers
can
but
he
cannot",
"just
cancel
it
on
your
app",
despite
my
Mom
telling
him
repeatedly
that
she
cannot
read
English
nor
use
a
mobile
app?
We
know
that
it
IS
possible
for
the
Customer
Service
rep
to
make
such
amendments
on
the
computer
in
seconds,
because
it's
been
done
before
albeit
through
several
pleadings
that
my
Mom
had
to
go
through
with
the
front
line
staff
previously.
I
was
at
work
in
a
client's
meeting
at
that
point
of
time,
if
not
I
would
have
just
helped
my
Mom
with
the
cancellation
of
class.
I
never
would
have
imagined
that
my
Mom
who
felt
so
helpless
and
worried
over
her
incapability
to
cancel
her
booked
class
in
time
to
not
incur
the
cancellation
penalty
that
True
Yoga
has
strictly
imposed,
called
me
and
I
needed
to
disrupt
my
work
meeting
to
do
something
that
should
be
easily
done
by
the
Customer
Service
rep.
Don't
get
me
wrong,
I
am
happy
to
help
my
Mom
but
I
simply
couldn't
wrap
my
head
around
WHY
the
Customer
Service
reps
couldn't
help
her
with
that???
My
point
here
is,
what
is
the
actual
purpose
of
placing
Customer
Service
in
your
company
and
studios?
What
is
the
value
behind
that?
Why
is
it
that
such
simple
customers'
request
to
cancel
a
booked
class
by
clicking
a
few
buttons
on
your
screen
such
a
difficult
task
to
perform?
I
called
back
the
outlet
and
called
out
on
Sean*
with
this
as
I
was
really
appalled
and
couldn't
understand
why
such
fuss
and
trouble
are
required
for
such
a
simple
cancellation
request
by
from
a
73
years
young
and
illiterate
auntie?
This
is
one
of
the
best
parts,
Sean's*
reply
was
very
defensive,
responded
he
cannot
help
my
Mom
because
it's
beyond
his
pay-grade
and
he
doesn't
want
to
get
into
trouble.
When
he
was
asked
for
his
name
because
I
wanted
to
write
this
feedback
proper,
he
and
his
colleagues
were
sniggering
AND
made
inappropriate
comments
in
the
background
about
this
name
request.
I
don't
know
what
to
say
about
your
service
quality
and
staff's
standards
but
this
shows
a
lot.
With
that
said,
we
will
be
moving
to
another
yoga
studio
with
another
company
after
the
month's
membership
and
PT
programme
are
completed.
Lastly,
just
want
to
put
a
word
out
here
that
some
of
the
yoga
instructors
and
the
PT
instructor
have
been
great
according
to
my
Mom.
Good
luck
with
your
business.
6 people found this review helpful ๐
