On 19 July, I passed by Tampines Mall and decided to make an enquiry. The pretty receptionist explained to me the promotion. She said that even if I did not like the Sports Group Cable TV programme, there were other promotions. She got me a queue number and requested me to wait for a while.

When the customer service staff attended to me, he checked my account. He said that my contract was to be ended and advised me to sign on that promotional package. He said that it would save me some money. He also explained to me clearly the additional Entertainment Group Cable TV programme and Mobile Broadband I would get.

I rarely watched TV programme. But it was good news for me to pay lesser monthly subscription. The additional Entertainment Group programme was an added value. My son would be interested in the Mobile Broadband. When we were discussing about the Home Phone Line, I could not sign the contract on the spot as the phone line was under my wife's subscription.

We spent quite some times and finally I could not sign the contract. The customer service staff was not disappointed. He gave me the promotional brochure and asked me to go back on another day. I told him that I stayed in Jurong and it was a long journey for me to travel to Tampines. He then checked the directory and suggested that I could sign the contract with one of the outlets in IMM Jurong.

My wife was not that keen in the free Home Phone Line. Hence, two days later I went to IMM by myself.

The shop in IMM was under renovation. I then went to its Road Show counter. I went to the fat guy at the reception counter. He looked at the promotion letter and asked two questions.
"You have the Online Express?"
"You have the Cable TV subscription?"
After asking two 'yes', he returned the letter to me and said, "Then you do not need to do anything."

I was very, very surprised. I thought he would ask me to produce my IC and check my account. I never imagine that he asked me to ignore the promotion letter.

I was unhappy. But I kept myself calm very soon.
I said, "So I stop my subscription when the contract expires."

Then he realised that he did not perform his duty well.
He should understand the reason that his company sent me the letter.

Even if I already had the Online Express and Cable TV Programme, he should at least check my account. He should also find out whether he could help me the consumer to save some money.

The customer service staff then attended to me and I signed on two years contract. On the way home, I kept thinking about the staff selection. The recruitment should be very careful. The attitude of staff providing the front line services is very important. Do not let those staff lose your customers.