Friday, December 23, 2005
today went work.. wahaha.. nothing special at my work place.. just abit tired only.. cuz yesterday...
yesterday went out wif tzehao, junxiang, kianchuan, yenwei, shuting.. we went to have dinner together at cafe cartel.. hermz.. the food there so-so bahz.. not very very nice and also not nice.. haha.. then we also had a gift exchange session.. haha.. actually quite fun also.. maybe lets have that next year? haha.. hermz.. then we didnt went for the cls christmas party.. haha..
must thank Mr ho for helping me to write the complain letter to smrt.. hermz.. below will be the content..
Dear Sir/ Madam,
I am Ho Thiam Aik, a lecturer from the Singapore Polytechnic, School of Chemical & Life Sciences. The purpose of writing this feedback is to bring to your attention a very unpleasant incident which happened recently at Clementi MRT Station. The following detailed what happened on 16 Dec 2005 at Clementi MRT Control Station when a group of my students departed from Dover MRT station and headed for Clementi for dinner.
8.30 pm: Worried that he could not make an exit from the station upon realising that his EZ-LINK card had a negative value, one of my students, Lee Wei Jian, went to the control station with an intention to pay his fare. Instead of helping him, the duty station manager, Mr Jam Hari, made a very sarcastic comment to the effect of "young man, don't think I don't know you are trying to pass through without paying". When my student tried to reason it out with him, he threatened to issue a summons and even told my student not to "challenge" him. Eventually my student topped-up his EZ-LINK card with $10, but a $50 summons was still issued to him by Mr Jam Hari.
10.30 pm: After having dinner with his friends, Wei Jian's friends thought it was very unfair for him to have received the summons so they decided to get a complaint form from the station. At the same time they recorded names of the duty officers. As Ong Tze Hao (one of Wei Jian's friends) was keying the relevant information into his hand-phone, one of the station customer service officers, Mr Jasni Bin Masiran, shouted at him, hurled statements such as "you bring a whole gang here to show your power" and "don't argue with me", among others, and even threatened to call the police. He shouted so loudly that a crowd stared at my students. The unexpected reaction brought much embarrassment to my students whose intention was merely to obtain a form to file their complaint. They subsequently approached me to assist them in writing this feedback.
From the incident, there are several points which baffled me. Firstly, let me raise the question of the reason behind the allegation to cheat when my student voluntarily walked over to the control station to top-up his card – he did not do so because he was stopped by any of your officers. Besides, I don't think it is appropriate for a service provider to use such a strong word as "challenge" and to make accusations without any evidence. Even if my student was in the wrong, a verbal or written warning could have been issued instead of slapping him with a $50 summons. You would certainly agree with me that $50 is not a small sum of money for students.
In addition, amid the recent calls to raise service standards, we are aware that SMRT (like many other organisations) have made conscious efforts to delight customers. The selection of the Best MRT Station is a testimony to such efforts. I find it puzzling that your distinguished organisation encourage feedback on one hand but condone such hostility among your station officers on the other. In my view, the officers would have gone a longer way if they had spoken with my students calmly and not made a big fuss out of it.
I hope the management can look into this matter seriously as it is going to affect the public impression of SMRT services. I also hope that the $50 fine can be waived or SMRT could have the amount reduced (kindly note that my obedient student had paid the summons on 20/12/05). Thanks for your attention and awaiting your reply.
Should you need any clarification, please do not hesitate in contacting me.
posted @ 11:07 PM
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