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Sun 7 Jan 2007 04:00 AM

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We'll call you... Western Union

Western Union boasts that it can wire money across the world in minutes, but is its customer service line as responsive


Campaign

:

Hello, I would like to send some money to China, what do I need to do?

WU:

May I have your name please and nationality for my customer records.

(
Campaign

gives details)

WU:

All you have to do sir is go to any Western Union agent available in the UAE. Where are you located sir?


Campaign

:

Ras Al Khaimah.

WU:

Do you know any Western Union agents there?


Campaign

:

No, can you tell me where they are.

WU:

One moment I will give it to you. You can go to any Western Union agent and fill out the form, that's the sender form. Write your name, the correct spelling of the receiver as per her or his valid ID or passport name. That is very important sir.


Campaign

:

The person I am sending the money to?

WU:

Yes, their valid ID name or passport name. Put the destination in China and put the amount of money and in less than 10 to 15 minutes they can collect it. All you have to do is give them the money transfer control number, it is called MTCN it is a ten digit number, just give it to them and they can go and collect it. Tell them they need to present valid ID.


Campaign

:

What documentation do I need to bring?

WU:

Just present a valid ID. Labour card, passport, health card. Labour card and passport would do sir.


Campaign

:

What is the fee?

WU:

To China. How much do you want to send sir?


Campaign

:

US$5,000.

WU:

US$5000. One moment please.

(Put on hold for 30 seconds)

WU:

The service charge would be AED175.


Campaign

:

Does the charge vary depending on how much money you send?

WU:

Yes. If its US$5000, it comes around AED18,439.67 and it will fall under the category AED15,000 up to AED 19,000.


Campaign

:

What is the maximum amount of money I can transfer?

WU:

Up to US$7500.


Campaign

:Where

there are branches in Ras Al Khaimah?

WU:

One moment please. We have a UAE Exchange in Sheikh Tarek bin Hamad bin Humaid area. Would you like to get the number?


Campaign

:

Yes please.

WU:

Anything else sir?


Campaign

:

No thanks.

WU:

Thank you for calling have a wonderful day and happy new year.

Verdict

If the service Western Union customers receive is anything like that given by its UAE call centre, then the company is on to a good thing. The call handler was very courteous and answered all of our questions with ease, explaining the process of transferring money in clear terms. The only criticism is that we had to wait for about a minute before our call was answered. But when it was the response was excellent.

Score 9/10

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