Results 71 to 80 of 146
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October 12th, 2006 09:05 AM #71
Here's my opinion:
Agent - she is definitely a rookie and is very emotional. From the looks of the whole conversation, the call took place during the "dead hours/days" (e.g. after office hours/weekend/holiday). She should have handled the call professionally and taking charge on the conversation. Yes she was polite but the moment that she heard the customer curse, she freaked out. Not good.
She should have said,"I understand your situation and rest assured that we are doing the very best to restore your service at the soonest possible time. I will also generate a report so that you may be issued a rebate for the days that you did not have DSL connection. Is there anything else I may help you with?"
Usually, pag narining ng customer yung "Is there anything else I may help you with?", usually sasabihin eh wala na. So tapos yung call.
In the first place, the CSR should be the one to ALWAYS take charge on the conversation and should ALWAYS offer the BEST solution possible.
Customer - he's an a$$hole. We all know that. More reason for the CSR to take charge of the call since the customer is a moron.
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October 12th, 2006 09:07 AM #72
Sipsip ka talaga :D
Sa infocom yun. They handle some calls (billing, repairs, etc) of 171 in addition to the regular employees. My take on this, a supervisor should be present AT ALL TIMES with every shift. Iba na kasi pag supervisor ang kausap ng customer or anyone higher than a CSA.
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October 12th, 2006 09:14 AM #73
IMO, mali yun agent, yes the caller is an a**hole, but lahat naman tayo ganun din eh pag frustrated na at walang dsl, phone, water etc... but agents were trained to handle such kind of calls, actually kung papakinggan mong mabuti hinde pa masyadong grabe yun usap nila,,hinde nga sumisigaw yun caller, kaso nag panic at nagulat yun agent tapos minura niya yun caller eh..syempre feeling ng caller eh siyas na ang nawlang ng sl tapos minura pa siya...
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October 12th, 2006 09:20 AM #74
i think the girl tried his best to be polite and respectful. pero ang kulit ng customer and wouldn't take no for an answer. he acted like a little boy who couldn't get his candy and decides to have a tantrum. parang may tourette syndrom yung girl, yung mura nya came out of nowhere.
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October 12th, 2006 09:36 AM #78
Malamang sibak ang CSR now looking for work.
Ang customer naman, sira na pangalan nya after this recording came out and televised pa last night sa news. Malamang, wala pa rin ang DSL nya.
This was raised earlier na magiging accountable ang call center nito dahil nga nag-leak itong recording. If the customer made a big issue out of it, tatagal pa itong controversy na ito.
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October 12th, 2006 09:45 AM #80
samin doc sinasabihan kami "mag nilay nilay" - be quiet. Bawal magsaya (common sense) and music or...
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