Ktmb Services

COMPLAINT HANDLING.

Customer have the right to complaint of services they were received.   KTMB should encourage the customer feedback in order to achieve the customer satisfaction and customer retention. With the complaints they get, it is an opportunity for them to get into the hearts and minds of the customer. Complaining customers are pointing to continue their relationships with the firms and they are expecting the firm to make things right. KTMB should develop effective strategies to recover their service failures so they can maintain customer concern.

There are lots of complaints about KTMB services from their customers.   KTMB has problem with delay train schedule. Some of the customers are complaining that the train will postpone from 8.03am - 8.23am. So obviously the 8.23am train will be delayed for another 20 minutes and so on. They have to wait for   40 minutes just waiting for the train and this is not guarantee that they can go into the train when it reach the station. The passengers refuse to wait for the next train because they afraid they will not get any train after. KTMB also has unavailability of trains at peak hours because of their shortage of rolling stocks and small numbers of trains. Besides that, they also complaining that they are not comfortable when there are lot of passengers inside the train because the train does not have good air-conditioning systems.   When the train breakdowns, the operation management will take a long time to fix it and that cause all passengers stuck in the train with feel of anger and uncomfortable because there is no have air-supply.

Furthermore, they also are complaining that the KTMB has terrible workers at most part. Most of them are not treating the customer in a nice way. They simply talk rude to their customers. Besides that, there are some customers complaining that they have been facing problem which when they missing one station or bought a wrong ticket they were got fine RM10. The staff forced...