Wednesday, 21 March 2012
We gave up Digiturk a couple of years ago, but I do recall that their customer service call centre was absolutely useless, and the operators were very rude most of the time.
I have mentioned before now that I find the same sort of "service" from TTNet and Turk Telekom call centres, and it all leaves me very bad tempered.
So imagine my pleasant surprise to find someone in a call centre who was actually extremely helpful.
In December we started to pay our monthly health insurance contribution, as part of the new legislation in Turkey. Everyone now has to have health insurance. If they don't pay their monthly contributions, they may well receive a hefty fine.
Mr A has up until now paid the contribution in one of the designated banks in Milas. It has to be paid by a certain day every month, and you can't pay for more than one month at a time. Queues in banks here are a nightmare. Mr A came home on Sunday and was travelling back to Kusadasi on Monday morning. I went with him to Milas and we called at the bank to pay our insurance. The bank was packed with people both inside and out. We took a ticket for our place in the queue. The number was 182. The number appearing on the screen for the next customer was 97! So we would have been there for hours. We decided not to wait and Mr A set off for Kusadasi.
Yesterday, Mr A went to the bank in Kusadasi, but again the queues were too long and he needed to be at work. I have made several attempts to pay online. The Social Security department have been saying for some time that they were setting this up, and each time I've tried to do it, the service has been unavailable. Yesterday I logged on to my account and discovered that the system had been set up. However, after following instructions, I received a message saying that there was a problem.
I phoned the bank's call centre, and explained the problem to the girl on the other end of the phone. I guess I expected her to say just try again later, but she didn't. Instead she told me to stay logged into my account and she would go through the procedure with me to make sure I was doing it correctly. Before proceeding, she said it would take some time, so to save my phone bill, would I like her to call me back? And she did...straight away.
After following her instructions, and appreciating her patience when I clicked on the wrong boxes a couple of times, which took me back the the beginning, it appeared that the problem was with the Social Security office. So...still expecting the girl to say to me "try again later", I was surprised when she said that she would actually contact the Social Security department for me and find out what the problem was, and that she would call me back.
She did indeed callme back an hour later, and confirmed that it was a fault with the Social Security system, and apologised that she couldn't help me further on this occasion. She suggested I try again today and if there were further problems to ring the call centre again for more help.
In my opinion, this is what customer service is all about. How it used to be in the days before call centres. That girl should be doing something better suited to her talents...she's wasted in a call centre.