After multitasking na nasulat ko na before that I learned from being an CSR. Well, isa sa mga natutunan ko din while working as a customer service representative.. Processing credits, or asking for adjustment. In our end, it's quite easy to do it, alamin mo lang kung tama lang ibigay yun adjustment sa customer or not. At kung beyond your limit, ask TL's approval. Pag ayaw ni customer, edi sup call o bahala siya sa buhay niya. hehe
Dito sa atin, unfortunately.. It's not present here. I have few examples to show why.. One time, eh lagi naman bumabagyo pero etong bayantel eh after ng bagyo, ok yun DSL pero walang telephone line. It went on for days at tumawag na ko sa customer service hotline nila.. They were helpful and yes, may tech na umayos agad ha, within half a day. Pero nung tinanong ko about adjustment because it's almost 2 weeks kaming walang telephone line, sabi nila makikita sa next bill yun adjustment. No amount advised to me.
The bill arrived and yes! Wow, I have a 50 pesos adjustment sa telephone bill ko. 50 pesos out of 1400 pesos binabayad ko sa bundle. For almost 2 weeks without phone line. Well, siguro inisip nila phone line lang naman wala, ok na yun 50 pesos. Bad trip! Eh kung sa international account yun, edi dapat bundle price and credit yun apply di ba? Well, mukhang may limit ata ang mga ungas. hehe Bwisit, pero di na ko umasa ng malaki, kasi the impression of our big companies not giving that right adjustment or consideration eh di present. Dinadaan lang sa customer service. Kung may survey lang, bagsak na sila.
Another thing, aba recently lang.. Well, Kuya made a request for withdrawal sa ATM machine. Tapos wala pala lumabas na money, then of course, nireport niya sa BPI kasi yun machine nila yun ginamit niya.. BDO by the way is yun debit card, aba eh nakita niya yun balance, binawasan pa din kahit no money was given to him! It's a big amount.. So BPI done their part which I understand kasi di naman sa kanila yun debit card, naconfirm na walang pera lumabas. Bale nirefer si Kuya to go to BDO.. Aba, after some discussions and sort, inamin nila na maraming customers nila ang ganun nangyari, they will check about it and yun lang.. Days passed and nothing happened, pagpunta sa branch, eh yun staff tumatawag lang sa hotline ng BDO to report o make follow up sa case, aba wala pa din?
Siyempre, nagalit na si Kuya at naipit na siya sa ganun nangayari. Kahit sa kin mangyayari yun, talagang magagalit ako at kukulitin ko sila. Ok lang kung maliit na amount, eh kaso malaki.. Di pwede palampasin yun. Well, BPI has it's problems din pagdating sa wrong balance o charges pero naayos nila kahit medyo matagal. Etong BDO, mukhang siyam siyam o worse, no money will be returned to you even it's their fault. That's quality customer service for you! hehe Pathetic.. Kahit nagsulat na ko ng demanding letter, they seem don't care. I advised Kuya na BSP or DTI na pagwala pa din yun pera niya. Hay...
Well, kung sa international call center yun like kami, di na pinatatagal ang ganun. Valid ang reason kaya nawala ang pera, edi ask TL approval, make the adj and rest assure the customer, ok na. Balik na yun pera at siyempre don't forget to apologize.
Sa atin, wala ata nun. Di naman lahat ng companies ganun, pero yun culture ng customer service and especially giving credits or adjustments, o lalo na sa local telco accounts like Globe, number 1 sa dami ng reklamo sa postpaid nila.. Napakabagal at kung malas malas ka, wala na din adjustment o credit man lang sa hassle. We, consumers here left no choice but to hope na ayusin o bigyan ka ng magandang adjustment sa bill because of such mishap.
Kaso mukhang matatagalan pa bago ayusin ng mga companies ang kanilang culture towards adjustments or credits. Well, nangyayari ito mabilis pag airline but come on, bago mo makuha yun dapat eh makikipagaway ka pa.. Cebu Pac is perhaps has the stories to tell pag sa mga ganyan. Kaya sana..
For all the companies, lalo na yun may bills, eh sana ayusin naman nila yun process ng credit and adjustment kasi bihira na nga magask ng credit eh pinagdadamot pa. Pag international account nga, kahit di pwede bigyan ng credit yun customer, nabibigyan pa din kasi intindihin dapat. Sa tin kasi, companies don't understand such situation of it's clients, customers.. Yun lang sana, magbago ang process o well.. Proactively, give the right credit o adjustment right to the customer di ba?
Well, I cannot ask for more than 50 pesos para sa outage ng service naman.
We cannot ask for faster process of solving the problem of my brother kasi siyempre pag nagsumbong pa sa agency, mas matagal pa yun kasi Gov't. hehe Geez, kahit masakit, sinasabi ko na lang kay Kuya, wait na lang.
Wait something good to happen.
Eh kung sa international center lang yun, kung ako rep, para matapos na sir, 700 pesos adjustment ok na? Para di na maescalate. Good record naman si customer, first time manghingi. hehe
At yun pera niyo sir, sige check muna namin, mga 24-48 business hours, pag ok na investigation ng ibang team namin, credit na agad yun pera with service charge refunded. Di na ulit mangyayari to sir.
Assurance at fast processing makes good customer service. Naks. Hehe
Natutunan ko nga, di ko naman maapply dito.
No comments:
Post a Comment