To: The Management Office of One Utama Shopping Centre,
I would like to express my dissatisfaction over the customer service we received while we attempted to rent the toddler’s ride on car (kiddie ride) at your mall recently.
We were told by one of your customer service staff to wait for 4 more months in order to be able to use the ride-on car and were then reminded about the requirements in order to rent the ride-on car. Did I mentioned that your staff said it sarcastically to us? Oh nevermind, we as parents generally have higher tolerance level for things like this...
Yes, it was then that I saw your notice board stating that the kiddie ride is fit for 2-5 years old and height below 90cm. FYI, my child is 20 months old and his height is 89cm.(Btw, a quick search on Google will get you to a mummy blogger who proudly mentioned that she lied when asked whether her child is 2 years old as "not that they even bother to check".)
We then mentioned that we have no problems using the similar ride-on car at Ikano shopping mall, to which a reply of “That is Ikano, this is One Utama” with an arrogant look shot back at us. Oh wow... first came the sarcastic comment, now we get an attitude as well?!!
Is that how your customer service staff is trained to communicate with your mall customers? I’m sure there are plenty of other ways to politely inform us about the reasons and such of your ride-on cars requirements.
We then asked for the baby stroller instead, and were told there’s none available. So what do you expect your mall customers to do? Wait until there’s one available? Or perhaps your customer service staff should have taken the initiatives to offer other alternatives to us? We get NONE. We were just left standing there figuring out by ourselves.
As we were about to walk off, one family returned a baby stroller and we rented that unit. After all, there’s not much choice we can take anyway… I mean, we already get the 'complimentary' sarcasm plus an attitude, what else can any parents (not to mention, PAYING CUSTOMERS) ask for?
You really have to look into how your customer service staff communicates to your mall customers. After all, if we have been treated politely, we would’ve enjoyed our shopping experience and spend more.
Really unhappy customer,
