XWENL Lim
I am writing to provide feedback on the behaviour of your staff member, Yvonne Tan, during our phone call on 22/1/2025. Despite her previous failure to perform her duties properly, the call was the last straw. Before addressing the incident, I would like to compliment Dr. Nicole for her professionalism during my treatment on another day. She was patient in explaining the procedure, and her friendly, humorous approach helped ease my nerves. She made my first visit to Venus Aesthetics a positive experience, and she is the reason I would consider returning for future services. Now, regarding the incident. First, I would like to thank Yvonne for calling me even though she mispronounced my name. For once, someone reached out to me, instead of me always being the one to chase for updates, so I do appreciate that. However, I feel completely disheartened and confused by how our conversation unfolded. I was only asking a few questions because I genuinely didn't understand the terms and conditions, and requested a follow-up text via Whatsapp to ensure I had a written record of our conversation. Instead of receiving help and understanding, I was scolded. She raised her voice at me, reprimanded me and claimed that she disliked the way I talked to her. I was shocked as I thought we were having a normal conversation, and I just wanted a black and white reminder to refer to in the future. It was difficult not to feel belittled in that moment. Additionally, when I asked about the complimentary touch-up, I was trying to understand if I could still receive it given my longer healing time (which might exceed a month). I never expected to be met with anger. Instead, I was avoided and scolded for simply seeking clarification. It was really upsetting to hear her raise her voice and reprimanded me out of nowhere, especially when I was only trying to ensure I understood everything clearly. I truly don’t understand how my questions could have been perceived as rude or offensive. I was only trying to ensure that I understood everything fully and didn’t miss any important details, especially since I have been so patient and understanding up to now. Why was she acting so guilty and defensive? I feel lost and confused, and I honestly feel as though I did something wrong when all I wanted was some clarity and reassurance from the service staff.