Is this what you call “Customer Service”?
Posted by on October 13, 2006
I first learned of this last Wednesday night in ABS CBN’s TV Patrol World.
I was just surprised how the PLDT DSL agent handled the call. Based form the conversion, it simply shows that their customer service representatives are poorly trained. And are incapable of handling irate customers.
I may believe in the saying that the “Customer is NOT always right,” but it’s also true that these customers, how rude they may be, are the reason why businesses exists. And WE as call center agents or customer service representatives (or whatever you call yourself) should always treat your customers with respect.
We here in our company, are even trained to become sensitive to the need of the customers. We always treat them with with utmost courtesy. We always respect our customers whether they are Asian, American, British, Christian, or Muslim. We NEVER swearto our customers even if they are already fuming mad at us. We always try to keep our cool.
The bottomline here is that, the PLDT call center should train their agents how to treat their customers with importance.
Listen to the conversation below:
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i just heard this yesterday and I am really bothered. Somehow i feel for the girl because I think she feels harrassed but thats part of the job. she should have been prepared for this. even if she’s poorly trained she shouldn’t have swear, it reflects your character. what if this does not happen in her work? see it as if its a daily interaction with people. would she swear if she encountered irrate or angry person? would she swear if her mother or parents gets mad at her? you don’t learn values and ethics in training. it begins in your home.
yep…the agent is poorly trained…to bad for pldt..if only they have provided good training for the agent, i supposed the agent would not end up being cursed at…investment on people for training should be prioritized by pldt..
stupid agent. she got no idea of what she is doing.
well…pldt won as the best managed company in the philippines..i just don’t remember when was that…if it is well managed..management should have informed the agents about what is going with their service…hay..
our VP says that customer service is not just about the training. he said that its a mindset. well, i couldn’t agree more. second rate service, trying hard phone support. hehehe…
that’s very disgusting! that was a very simple complain with a very specific question “what’s the trouble all about?” besides raul was already promised the day before that it will be repaired within the day . but it was just all for alibi to end the conversation. we can sense 2 problems here, technical and personal. pity the girl. she needs more training perhaps. for raul, kool ka lng pre!
ano ka ba…. kainis ka e-mail ka kasi kaya di mo ramdam! yabang mo!!!
is that what you call customer service, pldt? lousy.