This is a recording of a PLDT myDSL Customer Service Representative who lost it while dealing with an especially irate customer.
I don’t know much about the context of this recording, but I can relate to both the caller and the CSR. I’ve been known to take my anger out on hapless call center agents whose only sin in the world was to represent the company who was giving me grief. And I’ve also known what it feels like to field questions from people who don’t really care what you say and are more concerned with just making somebody feel as bad as they do. Luckily for me I was never in a situation where things got this bad.
I’ll stop editorializing now. Click on the PLAY button to listen:
All I know about the recording is that it was featured in Bandila before. But if anybody out there knows more about it and the events that happened before or after it, I’d appreciate a heads up.
Wahahaha! I have that clip! Ambilis kumalat ah.
This is why I will never work in a call center ever again. Haha.
As Steel pointed out, the CSR has poor active listening skills.
Dammit, this clip makes me want to quit my job.
Poor girl. She needs more lessons on how to lead a call. The customer was clearly leading the conversation and the CSR kept trailing behind with explanations of the issue until she can’t keep up. Even when the customer was just beating around the bush.
obviously she lacks listening skills…..
I was amazed that PLDT doesn’t train their CSR well…
If it weren’t for the cursing feat, the conversation
would have continued for days?………ha ha ha
actually she should really learn how to use her mute button..;P
Baka naman bestfriend nyo yung PLDT-CSR na namura nung customer? bigay nyo email or kahit pic man lang para mai-add sa frenster???
d lang listening skills wala tong batang toh pati motor skills, may mute naman eh
Comments:
- poor active listening skills
- lack of product knowledge
- provide limited info: never inform the customer that ”
yun lang po yung inadvice nila, kaya yun lang po yung
masasabi ko sa inyo”
- dispostion: the way she lead the call
- never give out REAL names
- remember…make sure that you press the MUTE BUTTON - if
needed
Suggestion: since the customer insist to speak with your
supervisor, you can inform him that if he wants to talk to
your sup, ask him to give you a callback aroung 10-11am.
The customer become irate because of you, and GURL, make
sure that control your emotions while taking the call. You
forgot to apologize to the customer for his inconvinience.
I think cathy should take customer service 101. she dont know how to pacify callers emotions especially if the caller is irrate. The customer is always right or lets just say “the customer is not always right but should be treated right” never argue with clients. i know mahirap din yung situation nila pareho pero dapat marunong gumawa si cathy ng closing remarks para matapos ung conversation, and napansin ko na di marunong mag apologize si cathy, u should always remember na hindi sayo galit ang caller, galit sya sa company pero ikaw ang nag rerepresent sa company kaya you should apologize everytime. Learn how to EMPHATIZE, dapat maramdaman ng caller na may tutulong sa kanya at kakampi ka nya, it would really help para kumalma ang caller. TONALITY, you tone of voice (inner and outer) must match your words! learn to control your voice, e sa pananalita mo para kang aanga-anga at mabagal ka pa mag salita parang di ka sigurado sa mga sinasabi mo. kahit saang angle mali ang agent kasi part ng job nya eh. kaya nga customer service, you should serve the customer. haaaaaayyyy
grabe…the agent is not fit for the job.. mahina ang loob.. wag kang iiyak sa cliente. dapat di rin sya nagmura, pinasa na lang sa ibang agent kung di na nya kaya ang client. itong client naman ang yabang, di makaintindi.. parang di nag aral e. bagay lang sa kanyang bagsakan sya, hehehe.
parehas sila engot! si agent di nya alam yung trabaho nya. di marunong mang buraot sa line. kulang sa pindot sa mute. si customer naman di nya alam na di naman yung agent yung gumagawa ng linya phone kaya kahit ano pa piga nya dun wala talaga mamasasagot si agent. kasi di naman nya alam talaga kung ano talaga update sa tel. line. saka may pag ka bopol talaga si customer pinatulan nya yung girl. baka pag sya minura lunukin nya lahat ng sinabi nya. babae pinatulan! akala ko dsl nya lang ang sira pati pala ulo nya may sira!
The customer’s right. Alam ko ung sitwasyon niya kc ung line and DSL connection namin (since Milenyo) hindi pa naayos hanggang NGAYON. Sobrang pathetic ng PLDT, considering sila dapat ang may pinakamagandang service. And, oo nga, unfair kung sa agents ibuhos ung galit ng customers pero nakakapikon na rin talga e. in our case, gusto kong murahin ung Malate District blahblah dahil accroding sa mga CSRs na nakakausap ko, naforward na nila dun ung report (simula Sept 29 hanggang ngyn). PLDT’s a total piece of stinkin crap. Poor service and poor quality SOBRA
I think everyone has figured out what the poor CSR girl was lacking. One thing I can add though is that she lacks the BS skills. I’ve spoken with the meanest, smartest-ass, and most inconsiderate Americans a phone rep can only meet in their worst nightmares and survived using only plain, convincing Bullshit.
The guy was crazy, i mean he kept on complaining about how they were gonna have to pay the 2 days of that internet thing, but the teller cant simply do anything about that since she was just a frickin agent.
Now, dont get me wrong, I know she also made a mistake about that whole
swearing thing. But, the guy pulled it off first and, of course as we all are human she bursted out cuz of that. That simply is a basic reaction of human nature. Try to imagine what you would do in her place…i would frickin tear that guy apart. Here in Canada we dont even curse the agent cuz we know they cant do anything about it like i said she’s just a frickin agent!!! And if ever a customer swears at us we have the right to hang it. Geez i cant believe this guy, honestly he simply approached in an uneducated way, and for that i’m not siding with him.
mali tlaga ung CSR.. ang madalas na sabihin ng mga service provider is this.. “if you experience any problems call this number…” so the client thinks n mkukuha nya ung gusto nyang sagot/support dun sa Agent. and sa agent nmn at least know how to communicate with persons na meron gnun klaseng expression. actually its a very common expression n nga ehh
If you’re such customer, just think that not all these call center agents are, you know, FIT to answer your questions, problems, etc. They should do their job properly and one wouldn’t be able to do it right if the customer doesn’t COOPERATE well. From the voice of the girl, it seems she wasn’t having a good day. Probably a pms. Whatever. I know the customer’s always right. Dapat lang alam mo kung sino kausap mo and what your limitations are. Wt- I don’t even understand what the guy was complaining about. Both of them should learn to speak properly. ~_~ Geez.
very very funny
the girl is doing her best to pacify the customer but the problem is the company she is working they did not give all the details when will the problem fix, i had that kind of similar situation where in one part of the street dont have electricity and the other has, they (company) just said there is a power problem thats it they didn’t say when it will be fix…. remember that CSR only have a limited info when will the problem gonna be fix…CSR should escalate the problem to her supervisor or senior CSR i dont belive that there where no Supervisor tinatakasan lang nila responsabilidad nila or maybe she is new on the job hindi niya nakayanan ang pressure ng irate customer…..CSR should warn the customer to refrain speaking bad words/bad language or he will be disconnected napressure lang siya……and as for the customer remember that CSR cannot anwer all the questions of the customer, that is why CSR give different number for different questions like bills and other stuff..
To think PLDT was voted as the best run company in the Philippines last year. MVP received the award. BULLSHIT!!! The CSR should have offered the customer a credit in their statement. More power to consumer rights!
In all fairness, the customer is also partly to blame for the matters deteriorating the way it did. Inis siya, pero dapat may isip din siya na hindi siya dapat magpadala sa kanyang damdamin. He filed a complaint, but should he pour it out on the CSR? Lahat ng CSR nagsimula sa walang alam( lahat ng tao ganun naman, di ba?) It is a learning process eh. But should you shoot the messenger? Actually, in this case, he shot the messenger HE is sending to PLDTdsl, di ba?
Back to the start. Talaga bang kakampihin natin yung ganun magsalita sa telepono? I’d had nuisance callers before na they just call, mumurahin nya sinu mang sumagot, at tapot biglana lang mag hang-up. You don’t know who he is but it feels like SHIT, kahit wrong number! Kung palamigin muna niya ang isipan niya bago magsalita, baka hindi na magabot ng ganito.
Tsaka, napansin ba ninyo na ayaw niyang magbaba ng telepono? Para sinasadya niyang mag deteriorate yung tawag. Sadista talaga!
hahahhahaha! ewan yun lang! sobrang tanga ni CATHY!
Dsl should pay for the down time. Also the customer refused to accept the explanation of the CSR. CSR is not at fault here. This is my opinion.
there are people who can’t seem to understand the situation like this guy. Like most of us, I have had a series of complaints made to PLDT DSL also. Hay buhay! That’s what’s wrong here naman sa Phils. We pay so much for something we don’t get 100% service. They will pass the blame to someone else. But this CSR knows nothing, believe me! When that happened to me a few months back, the girl kept on giving me instructions on what to do. The problem is, I have done it so many times, which the other CSR have instructed me to do. So, finally I just told her, “Miss, I don’t know if you really know what you are talking about but I have done what you are asking me to do and so much more. Now, please forward this to a PLDT maintenance man because I do not wish to talk to any CSR anymore.” I complained also about not being able to use my DSL for more than 1 week. PLDT should handle these refunds for non-working DSL lines! It’s about time!
OH WOW! I can super relate to this ‘awful’situation. And yes, I have cursed (in english) but not to the agent directly. But, this female agent should go back to training and learn how to deal with irate/frustrated customers (which happens to be the case most of the time with our system here in the Phil). I have lost it too but those who make me keep my cool are those agents who empathize with me and I can see are doing their very best to please me. I am super turned off with this phrase “pasensya na po”! But then again, they can’t do much for us. So lets all learn from this clip.
hay naku.
poor gurl.
If that is so, dapat hindi na niya minura yung guy for a second time and never terminate a call even if the scenario is the worst!!
hope that she’ll find a job pa rin. =)
gee!everybody should learn from this..custumers should always have the rigth treatment…lalo pa, ndi naman xa ung minura ni sir raul…haay…
eheh.. kakaawa naman yun girl. e kasi naman tatawag lang sa US kailangan pa ng broadband.. if its that important sana gumawa nalang siya ng paraan. di yung aasa sya sa dsl nila. alam na nga niyang bulok ang service ng pldt e. kasalanan ng PLDT. eheh.. both of them lack empathy.. dapat yun girl she tried to be in the customer’s shoes.. intindihin nalang niya.. and the guy sana inintindi nalang niya yung girl na wala talagang magagawa. may reference number naman and he can follow up. Raul Bacallo?
I guess the problem here is between the two of them, they all lack the simple 3 things in life.
1. Lack of Respect
2. Lack of Discipline
3. Lack of Understanding
what can i say….hmmmm nakakabigla =(, two unknown people argue of things that both do not know the answers…sad lang kasi umabot sa ganun ung argument nila…its really a bad day for them…
ang isang csr ay parang sundalo na nasa frontliner, kung ano man ang discrepancy ng company she should be able to reason out and handle the call without making the company look bad. and also para siyang takot sumagot ng phone. she does not know how to handle a call. i hope she won’t commit the same mistake as she did before… yun eh kung di pa siya nasisante!!!
naawa ako sa girl…pero sa na-experience naming mag-asawa mawawala talaga ang pagiging polite mo pag nasa isang sitwasyon ka. Kagaya na lang sa amin, gabi-gabi kaming tumatawag sa 172 dahil gabi-gabing putol o disconnected ang aming DSL.Hindi po MABAGAL ANG KONEKSYON kundi WALA PO TALAGANG KONEKSYON at ito po ay nangyayari tuwing alas 8 ng gabi.Since day 1 mula ng mag-apply kami ng DSL hindi pa kami nakanaranas ng isang buong araw na walang disconnection.Mag-iisang buwan na ang aming DSL sa July 24. Sa tuwing tatawag kami sa 172(technical assistance) ang linya daw namin is under remote testing and need configuration. Imagine??? since day 1 ito ang sinasabi sa amin ng mga CSR parang niloloko yata kami eh!wala na silang ibang rason at kinocoordinate na daw nila sa technical group bwesit! di naman totoo dahil kami pa mismo ang tumawag sa 171 at nagmamakaawa na itsek yong line sa telepono kaya na-issuehan agad ng ticket for line testing.Dumating ang first billing statement namin, hehehe meron palang advance payment. Ask me ng rebates kasi nga every night disconnected like 3-4 hours and lugi na kami sa internet cafe namin sabi ng CSR di raw pwede kasi wala pang 24 hours naibalik nila ang koneksyon. Hay! Mapamura ka talaga kung may heart attack o high blood ka mamatay ka siguro. Nagbibigay lang daw sila ng rebates pag within 24 hours wala pa ring connection. Napaisip tuloy ako…meron din pala SYSTEM LOSS ang PLDT na kahit di mo nagagamit magbabayad ka pa rin at magbabayad pa rin ang mga subscribers kahit hindi nakarating and koneksyon nila.Sana babalik si Bagyong Frank at matangay na lahat ang mga garapal!
kawawa naman customer. parang puta customer service rep. nagmura talaga sya! ok naman conversation at first at for me tama customer. ang tanga ng customer service!