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  1. Join Date
    Feb 2005
    Posts
    3,298
    #91
    :idea:

    hmmm...mapadaan nga sa voice and audio analyzer...may konting duda ako...

  2. Join Date
    Oct 2002
    Posts
    13,415
    #92
    Tama yung sinabi ng isang poster... flawed ang CS process dito.

    Like my post regarding Standard Chartered, I called them 5x total for the same problem, paulit-ulit ka lang sa mga questions, providing them with info they already know, promises, and yet, wala din nangyari, wala din silang resolution at control.... In short, useless ang CS system.

    4 months have past, di padin dumadating yung promised "rewards" na 800 pesos worth of gift certs ng National Bookstore from them... So total of 9 calls na ako wala padin silang solusyon...

    In this case, it's not the caller's first time to call, the former CSR gave a promise of resolution within the day, linoko nya sya technically dun dahil di naman natupad and wala din binigay na logical explanation as to why.

    Hirap kasi sa customer service sa Pinas usually is unless maging "kups" na customer ka na reklamo ng reklamo, wala naman pro-active efforts mga customer service eh.

  3. Join Date
    Dec 2003
    Posts
    11,317
    #93
    wag nalang sana nagpromise o nagpaasa sa customer na babalik ang connection ng anong time. mahirap kasi pinaasa yung customer sa wala at ang masama pa binabayaran naman yan kahit walang connection. the least the csr could do is be polite kahit mainit ulo ng customer. again, kulang sa training at experience ang csr.

  4. Join Date
    Sep 2006
    Posts
    962
    #94
    Ewan ko ba, sa tagal ng call center industry dito eh parang hindi pa rin natututo yung local call centers sa mga outsourced.

  5. Join Date
    Aug 2003
    Posts
    9,720
    #95
    woah. ugly. naiistress ako just listening to it. having some nasty flashbacks from my old job.

    so...me gusto pa bang mag call center dito? B)


    in this case, imho both parties acted unprofessionally; complain all you want, wag mo naman idamay ung nanay ng may nanay. don't care if it's an "expression" or not; kung nagmura ka, parang naghahamon ka na rin na magmurahan kayo.


    if he really wanted to let PLDT know what he felt, then he should've marched straight to MVP's office and let him have it.


    i kinda sympathize with the agent in this exchange -- napuputukan siya for something that, technically, isn't her fault -- pero:


    1. sana di na lang siya nagmura. tantsa ko either kulang sa training in handling difficult customers, or days na siyang stressed out of handling similarly irate/ill-mannered customers.

    2. afaik pag nagdown ung linya ng telepono/dsl, nakarecord kaagad yan sa PLDT, and automatic me rebate sa next month's billing. not sure why the agent didn't tell him that. probably related to #1(lack of training). feeling kasi ng customer, nirerailroad mo ung discussion at di mo naisasagot ung tanong niya.

    ung pldt dsl ko rin, almost 1 week down; ung mga nakausap kong agents tell me me "major problem" daw. for some reason di ko naman naputukan ung agent. i just quitely started looking for other DSL providers(mas mura pa rin PLDT e :D )
    Last edited by badkuk; October 12th, 2006 at 03:56 PM.

  6. Join Date
    Sep 2006
    Posts
    962
    #96
    Quote Originally Posted by badkuk View Post
    i kinda sympathize with the agent in this exchange -- napuputukan siya for something that, technically, isn't her fault -- pero, wow, sana di na lang siya nagmura. and find another line of work B)
    Yes, accepted na ito sa call center industry and this is one of those things where they "train" you.

  7. Join Date
    Oct 2002
    Posts
    366
    #97
    tsk tsk tsk.

    Mute button -1
    Agent - 0

    sucks to have a broken mute button.

  8. Join Date
    Sep 2004
    Posts
    250
    #98
    Quote Originally Posted by Kikkomann View Post
    Yes, accepted na ito sa call center industry and this is one of those things where they "train" you.
    ayun training na nya.. on-the-job training. rookies should not be sent in the front lines. poor soul, that would leave an emotional scar on her.

    patawa din yung guy, kung gusto nyang tumawag sa states eh di sana ginamit nya na lang IDD.

    nag r-rant din ako sa CS dyan sa pinas, pero di ako nagmumura.. nagtataas lang nang boses.

  9. Join Date
    Dec 2003
    Posts
    11,317
    #99
    baka naman thru internet lang talaga ang paraan? walang phone contact sila? pero labo hehe

  10. Join Date
    Sep 2006
    Posts
    962
    #100
    Quote Originally Posted by kingkaboodles View Post
    ayun training na nya.. on-the-job training. rookies should not be sent in the front lines. poor soul, that would leave an emotional scar on her.

    patawa din yung guy, kung gusto nyang tumawag sa states eh di sana ginamit nya na lang IDD.

    nag r-rant din ako sa CS dyan sa pinas, pero di ako nagmumura.. nagtataas lang nang boses.
    ** Yun nga eh, substandard training dito satin.
    ** Palagay ko naman eh naisip na rin nung caller na gamitin tumawag using standard IDD, pero syempre gusto niya magamit yung binabayaran niya (w/c is tama naman talaga).

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Hehe, buhay call center.