As a customer have you experienced being cursed by the tech support agent? I have heard many cases when the customer is the one cursing the agent due to severe disappointment on the company’s service. This case is different. The tech support agent actually cursed the customer for lodging his complaint. Wow.
I have been a PLDT DSL subscriber for more than 2 years, in fact I am posting on this blog using their service. I can tell you that I am not a fan of their technical support. Their service goes down every now and then, which is normal for any service provider. What I gripe about is how the PLDT treats its customers. I believe it is caused by a lack of quality standards in customer care, both process-wise and people-wise. Now this case of Raul Bacaldo is the ultimate. PLDT should take their tech support very seriously. In the audio player included here, you can listen to the recording (5 minutes 43 seconds long) of this explosive tech support conversation.
Summary of the conversation:
Conversation starts as normal… then… Raul, the customer, gets annoyed due to the prolonged downtime of the DSL service without any committed resolution date…
Raul : Eh… tang!n@ naman eh binabayaran namin yan…
Catherine (the PLDT call center agent) thinking that she had pressed the Mute button on her phone was clearly heard saying: Put@ng !n@ mo rin ba’t ka magmumura wala akong magagawa…
Raul: Nasaan ang supervisor mo?
Catherine who still did not realize that she pressed the wrong button and not the Mute button, denied repeatedly ever cursing. Then she explodes into some drama only Nora Aunor or Vilma Santos can ever top.
Bottomline: tech support agents represent the company to the customer — when the tech support agent curses a customer and says “F@#k You!” — it is like the company is the one cursing the customer.
Thanks to Political Pinoy for the links to the audio recording.
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