Forum: Staff should have been more flexible

StarHub outlet at Plaza Singapura.
StarHub outlet at Plaza Singapura.PHOTO: ST FILE

We thank Mr Hefferich Tan for his feedback and for subscribing to StarHub Entertainment service (Time wasted just to end rental of cable set-top box, April 3).

We apologise to Mr Tan for the inconvenience and frustrations caused when he attempted to return an Internet Protocol television set-top box at our store at Westgate.

We have since contacted Mr Tan and addressed his concerns.

We acknowledge that our staff should have taken a more flexible approach by collecting the set-top box from Mr Tan first, and making the other necessary arrangements thereafter to minimise any inconvenience.

We take customer feedback seriously and see this incident as a learning opportunity to improve our processes and deliver better customer service to all customers.

Yvonne Lee

Head, Consumer and Channel Sales


A version of this article appeared in the print edition of The Straits Times on April 09, 2020, with the headline 'Staff should have been more flexible'. Subscribe