Thursday, November 4, 2010

DBS makes service recovery

I posted Auntie Lucie's complaint about DBS's customer-unfriendly way of cancelling her Gold Visa card on my blog last month (
She emailed today to inform me that the DBS has acted to bring closure to the issue. A woman named Mel rang her to say that the bank was going to upgrade her card to Platinium.

Here's what she wrote in her blog, Food fuels me to talk...

"DBS credit card: service recovery?

Believe it or not, I got a call around sevenish tonight, from a woman who said she was from DBS. When asked for her name, she said she was Mel, no surname, nothing more as “sorry, we are not allowed to give more identification”.


She offered to upgrade my DBS Gold Visa card that I had been notified would cease to be valid from Dec 1 — as detailed here – to a Platinum card, at no charge and to port over all existing arrangements and benefits from the gold card to the new card.

She asked for my I/C number and date of birth.

Naturally, after I accepted the offer verbally – although grumbling all the while why such an offer couldn’t have been made together with the notice to invalidate the existing card — I was somewhat suspicious.

Could it all be a hoax?

OK, the caller ID on my mobile showed 68786800 but it’s not a number I’m familiar with, tho that doesn’t necessarily make it a fake number of course!

Hence on hearing Mel say she couldn’t give me a more complete name than M-E-L to help me identify her in future should the need arise, I pressed for other identifying marks.

Which department are you from?

She replied: “Funds transfer department.”

Does that deal with the credit card in question?

She replied: “I’m helping the customer service agent.”

I was about to give up when she added this caveat: “You should receive your platinum card no later than February 2011. Meanwhile, you can continue to use your gold card.”

So, great! The card that was going to be invalid on Dec 1 would remain valid till February 2011, unless the new card arrives earlier.

Again, why couldn’t DBS have thought all this thru before shooting off its termination notice?

Still, I really should be thanking DBS on bended knees for remembering to make me this offer, considering that it ends tomorrow. I should consider myself lucky to have gotten on board be4 it ended, n’est pas?

Such great service recovery this! If I’m ever asked, I shall definitely nominate DBS as Singapore’s best service provider of the year! Only kidding! "

I am glad DBS is listening --- and acting. Hopefully, it is learning, too.

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