Finally, get my internet connection up and working this afternoon. It just went down on saturday night. And the fault lies with the faulty phoneline which went died. According to the technician, it was likely to be damaged by the series of lightning storms for the past few days. i dun remember about thunder storms ,,whatever the reasons,,, as long as they could repair the phoneline. Then came the portion when the singnet boardband helpdesk assistance.

My first call, the customer service representative over the phone sounds blur. But it is from her that prompt to check if my phoneline was working. Well, she failed to inform me that the session would expire if i have several failed attempts with the login.So when i got the phoneline working, i was still unable to establish internet connection. And the technician refers me straight to the Broadband technical side for on site checking of the connection. i felt that this was not necessary especially when the appointment date is on thursday which means there would be no internet for at least 5 days. My younger bro needs it urgently to send his entry for the furniture exhibition held this october. So i decided to try connecting with my previous modem. Then i found out the problem lies in my login.

My second call, i have decided to be more precised that was to inform them about where the possible fault lies. This had indeed help to speed up the troubleshooting process. And she was good to catch what i was trying to say and acted accordingly. That's always support the fact that it is good to spend more time explaining so that the other party could understand the message rather than giving half past six dictations of the events. That definitely help to speed up the process. The bottomline is still to know the product well in order to provide good customer service to the customers. That's not only apply for call centre but also for any other service industry. So next time dun just scold the customer service representatives.. we must also help them.