Tiger Airways Got a Make Over.. It Better be Extreme

Brand new corporate image unveiled for Tiger Airways. That crouching tiger icon makes way for a simpler typography logo.

Tiger Airways -> Tigerair

Why the brand refresh?

We have initiated a series of changes since late last year, and this brand identity should be seen as a reinforcement of our commitment towards a better and bolder Tigerair. - Group CEO of Tiger Airways Holdings

Better late than never? Tiger Airways is one of the leading budget airlines around.. for customer complaints. In a recent report from news.com.au, Tiger Airways took a strong lead with 2.17 complaints per 100,000 passengers carried. Its closest competitor scored 1.44 per 100k passengers carried. 306 out of 477 customer reviews rated Tiger Airways as Terrible and that is the worst rating option available. I do see positive customer reviews supporting Tiger Airways, but that could be some reputation rescue job. Don't just take my word, have your own judgement.

Recent awards won by Tigerair include:

Top 3 Airlines by Passenger Carriage (Singapore) at the Changi Airline Awards 2013

Top Airline by Growth in Cargo Carriage at the Changi Airline Awards 2013

Top Airline by Growth in Passenger Carriage (Singapore) at the Changi Airline Awards 2012 for 3 years in a row

Best in-flight meals in the low cost airline category at the Asia Pacific Airline Food Awards 2012

Low Cost Airline of the Year Award at CAPA's Aviation Awards for Excellence in 2010

Can Tigerair put a lasting smile across customers' face with its new direction?

It better does, before its existing customers scoot off.

3P Telemarketers

Receive yet another cold call from them. Personal loans, insurance, credit cards and whatever services they want us to dive in. While some telemarketers are sensible enough to take my flat NO as the FULL-STOP to our one way communication; there are some pesky, persistent and pushy ones that can't seem to understand or accept my disinterest. Let's label them as 3P. I come from a humble background with strict upbringings, particularly on mannerism but why further our conversation when i clearly have no interest?

Why am i Fed UP with Telemarketers?

They always call at the wrong timings and perhaps all timings.

Most have very incomprehensible accents?! How the hell do i know what you are talking about? Stop speaking in tongues!

Some even try to be funny. It will GET YOU NOWHERE. I recall an incident when one telemarketer tries to introduce me to some personal loan at ZERO % interest. I told that 3P off immediately that i have no need for loans and he goes on blabbering what ifs and do you. WTF! Trying to do your psycho thingy at the expense of my privacy, so you can score some praises and commission? You can be articulate and smarty but first observe my tone and repetition. Get out!

When i say No Thank You.. No.. I'm not interested.. repeatedly, stop trying your luck. Listen with your heart.

I cut him off, called the bank and reported the number to IDA.

3P Telemarketers. I appreciate your job dedication, and understand your disappointments when you face multiple rejections. However that does not give you the right to hassle our time and rape our ears.

I worked as a part-time timeshares telemarketer many years ago when i was a student. Be aggressive accordingly. If someone refuses to listen to whoever you are representing or whatever you are selling, stop the aggression. Ask politely if you should call at a better timing and if the reply is still NO, move on to the next one on your list. Use your aggression sparingly and carefully on only those interested. I am sure you have stacks of leads lining up, and if you are hard-working.. even a 0.5% conversion will get you somewhere.

Customer Service Officers Please Read NOT

Disclaimer – If you are reading this during your office hours, Thank You for your precious breaks.

Isn't it time to stop being the script robot and start taking pride in your job?! Why do i label 90% of the customer service officers as Script Robots? Most of them handle their customers' questions, enquiry and complaints just like a bot. Very little iniative and most certainly offer no real solutions. Most of them do not even deserve to be titled as officers. The most respectful job title will still be bots, Customer Service Bots.

Can we blame them for being the predictable bot? Maybe not because they are trained by Customer Service Bots Trainers to be bots. Bots spawn mini bots and micro bots.

So what is customer service to customers?
Stop being the irritable script reader and start offering solutions instead of 365 days of repetitive

I am sorry

I am so sorry

i apologize

i sincerely apologize

.. and what NOT other than varying adjectives added to the above. Before any customer service bots become defensive and start ranting about company policies and SOP, i applaud you for being vocal and start taking stance in your job. Customer feedback is important but staff feedback isequally so. A dynamic driven company begins with you.