Couple of days ago, I called into NTUC Union hotline to inform them formally that I wish to have my membership with them cancelled. I have to clarify first:
I am cancelling the membership because:
- I do not frequent the supermarket as much as my sibling does, so it makes more sense for them to be the member than myself.
- Most of the courses that is made available at a discount is either covered by my company or is irrelevant to me.
- I am proud to be the member of the union but it doesn’t make sense for me to be paying for the membership fee if I am not fully utilizing it. (or rather worse, I don’t use it at all for months)
Now here goes the whole process of cancellation:
I called into the hotline on Tuesday morning to request for the cancellation, at this point of time, my details has been verified by the Customer Service Officer (CSO) already. At the end of the call, I was told that I will be receiving a SMS from the system with a link to click on to confirm on the cancellation. Take note, this will take three (3) working days according to the CSO. I personally think it is definitely alright to take that long to process for the current generation of technology but I think there are really way more improvements to be done to improve the workflow and internal process.
So, time moves faster than you can imagine and it is Friday right now where this post is being written in the evening. During the day, I received the following message from NTUC system.
First thought after reading this message is, “Hmmm. I thought it will be something like if you click on the link and it would have been pre-populated with the details where you just hit the confirm button and the cancellation will proceed.”
However, I was so wrong!
First, take a look at the site which I am suppose to visit.
What is the problem with this screen?
- Technically, if this screen is there, why should I even call the hotline?
- If I have called the hotline, I would have my details verified, why am I entering it again right now?
- All in all, I have waited three (3) working days to have a link to tell me I should be submitting a form.
It is like, you went to queue for a concert ticket for your favourite idol and you have queued overnight to speak to the counter operator and the first thing they tell you is: “please make all purchases over the internet at whatevertheurlfortheprovider.website.url”
How would you feel?
Next in line:
What is your thoughts on the selection?
- Obviously, no company would appreciate people doing cancellation. Therefore it make total sense to not have this option made available as one of the item in the drop-down list.
- However, how broad is “Others”? Since I am being told to use “Others”, does it mean that I am like the extinct kind of people who actually subscribed to the membership and are performing the cancellation?
Last but not least, I would like to highlight that in such a fast-speed nation where we are so much driven by technology, it is vital that each organization to look at ways to improve the user-experience provided to the end-users.
Spending X amount of dollars in the past may get you this kind of standard, but it doesn’t mean that if you were to not bear with parting with that the same X amount of dollars, you need to accept poor User-Interface.
There are many tools out there to automate certain processes and create the workflow so that respective personnel in the organization can be part of the huge workflow and reduce the turn-around time for all requests to the minimum.
Just my two cents worth of advice.