Starhub introduces....The Waiting Game

Have you heard of the current Starhub service promotion? Actually it's been around for quite awhile now... It comes FREE with any service contract you sign with them... this promotion is called Hold On-We'll Be With You In Just a Moment But Most Probably By Next Week...

One quick word of advice: when you contact Starhub Customer Service, do so with your phone on speaker mode. Then you are free to do other things instead of putting your ear to the phone throughout your entire waiting time.

On average, waiting time for Starhub is in the ridiculous-to-insane spectrum. This is made more unbearable by the gratingly repeated background music that is supposed to give off the vibe that Starhub is a cool and hip company. However, the music just reminds me of how much i hate Starhub and being stuck to them because of a contract. Doesn't the music start to get under your skin and make you want to slap a Starhub employee?

I recently waited 17 minutes next to my phone while i surfed the web. After waiting that whole time, a Starhub employee answered the phone and asked for my particulars so that one of their Customer Service Officers (CSOs) could get back in touch with me. I gave my particulars but i called back again later in the day. Then two days later, i get a call from a CSO from Starhub asking if he could help me!?

I have another account with another Telco company and the service is so much better. Having been a Customer Service trainer for a few years, I immediately could tell what Starhub was doing wrong (or not doing at all) and what this other company was doing right.

If you ever want to know why Starhub is hopelessly average, look at the little things: the scripted greeting and handling of calls, the lack of a "this-is-what-i-can-do-for-you" approach, the utter absence of a problem-solving perspective, the inordinately frequent number of times you are put on hold to check for answers, the painfully long waiting times that you endure to talk to anyone who can actually accomplish something.