i have a copy of that audio recording, we listened to it several time here in the office, and I must say, its the agent’s fault. Kagagahan kaya nya na di nya na pindot yung mute button nung nagmura sya.

STUPID CUSTOMER SERVICE!!!!

If i were the customer i would have called that hotline a lot of times!!! until i got that agent fired!!!

hehe funny.. biglang hagulgol yung girl

i have listened to the conversation and it is natural that Mr. Raul reacts to the situation… basic instinct na natin yung maiinis sa mga delayed services co’z we are paying for it… the costumer services is being paid to give costumers the nices and kindest ways to promote their company… kaya nga may sweldo sila no…and it should be given tamang areglo by the company… and a memo para sa mga workers nila to be more accomodating… hindi kasama ang emotion sa trabaho.. i know, co’z i work for more bastusan costumer talk.. but still manage to composed yourself… dapat pabigyan ng more training on dealing with costumers yang mga yan….!!!!

i think it’s a fake. I work for a call center somewhere in the south and i think its kinda scripted. no offense to the people who’s believeng in this faux. On the otherhand The costumer is right but what will the girl do? there is a technical problem. Hard to say but the only thing we can do is to wait. Where did the copy of this conversation came from? Obviously, the company cannot disclose any info with regards to conversation. So the client recorded the conversation? Possible… but in the midst of worrying about the internet connection, can you think of recording a conversation with a CSR?

To be sure, always ask first the NAME of the Service Rep you’re dealing with despite giving the name upon answering. When asked, you’ll be getting the respect you want throughout the call because they’re already cautious of you knowing their name.

I agree with paolo antonio’s comments!

Nawalan ako ng dsl for 10 days at na-charge din ako for the days na wala kaming dsl service.
Nung na-connect uli, madalas mabagal pa sya sa dial-up ang connection. Wala akong ma-download - kahit attachments ng emails ko.
Madalas din biglang no signal.
Pinapa-discontinue ko na nga ang dsl at phone line ko. Ang dami pang proof at information na hinihingi. Di ba dapat may record sila nun?
Yung 1 friend ko gusto magpakabit… Nahirapan din… Sya na nga may-ari ng phone line at naka-autodebit pa sa credit card nya. Hinihingan sya ng id at proof of capacity pa! Mga siraulo sila!!!
Ang problema, wala yatang malipatang iba. Bulok din ang Smart Bro. Sabi ng kaibigan kong taga-loob, oversubscribed daw sila at under capacity. PLDT group din kasi yun.
Am checking out nga kung ok ang globe o cable internet connection. So far, wala akong kakilala na may experience sa service nila.
Sa 1 Christmas party na pinuntahan ko kagabi, nalaman ko na di lang pala ako ang may problema sa pldtdsl connection. Maswerte pa raw ako at na-restore ang connectin ko in 10 days. Yung 1 kong kakilala, halos 1 month na wala pa.
Ang hirap pa tumawag sa 171 o 173.
Sa gabi lang nasasagot ang tawag ko. Madalas ang sabi… “Sorry sir, nag-a-update pa ang system namin. Tawag na lang kayo uli…”
Dapat siguro tawagan ang pansin ng NTC dito.

Paulo Antonio, people with organized minds are always prepared for situations like this.

Recording all your incoming and outgoing calls is very easy. There are recording gadgets which can be attached to your phone unit just like an answering machine or a caller ID. Or your phone may be connected to the computer, enabling you to answer calls even when your at work in your PC. In fact, I always do that. So just in case I need to recall details, I can just play them back.

So there it is, preparations that will indeed help you record conversations in the midst of worrying about interrupted internet connection.

Ei guys, late na cguro ako sa balitang 2 but i’d just like to comment. I work w/ tech support din kc for an american ISP so sanay ako sa mga super galit at mapanglait na customers. If there’s anybody na me kasalanan, PLDT un kc if they trained their agents well to handle customer frustration eh d sa simula palng na pacify na ung c Raul. And ung tech training na rin. Raul was basically asking for a reason why down pa rin connection nla w/c is dapat nga namang i-provide kc they pay for it. Kung nasagot cguro ni Cathy un with specifics, d na sana umabot sa murahan and dramahan. [unless talagang feel lng ni Raul mang okray]. There are things lng kc sa technology, dsl in particular, na d naayos kahit pa magbigay ng estimated time of service restoral, inevitable naman kc ung mga outages and physical repairs. Ang mga agents na nagt-take ng calls, naka-upo lng un, d cla ung mga umaayos ng mga cables so they need to be informed of what their repairmens are doing pra nabibigyan ng tamang expectations ung mga customer.
It’s also a given na pag nagmura ang customer, napapamura din ang agent. 3 yrs na ako at kahit bato na rin sa mura, my times pa rin na naapektuhan. Engot lng ung Cathy kc d nga naman naka direct sa kanya ung mura, dun palng bagsak na sa listening basics hahahahaha. Kabobohan din na d cya nag-mute w/c is, in my opinion, the #1 rule in a call center. Hehehehehe, yun lng po.Ãœ

awww!! that was a no-no!!!

girl naman kasi lakas na loob mag mura.. we cant blame cguro the girl kasi pressured talaga yun pero costumer is always right!!! mali yung gurl sad to say..

dapat lam nya i-handle ang ganung situation, naiwasan sana ang ganung pangyayari.

To:Scorpio and Paolo Antonios’ Comment

Sad to say guys, Totoo ang “PLDT Murahan” and to other critics na nagsabi na, PLDT should train their agents well, you’re right on that… Dapat ang agent, emotionally detach… Before na isalang sila sa floor, dapat alam na nila na may mga irate callers…. Sinasabi naman yan sa mga agents during the training, jsut dont know if natandaan nung agent… And sana yung mga TL nila, kung mapapansin na na ganon, they should help the agent to resolve the problem, kasi company ang maaapeltuhan.

I work in a call center (US and UK accounts) for three years now and customer service is always first. Im sure terminated yung agent na yan. kaya ayaw ko nag mumura kahit side comments kasi napaka unprofessional, and why would i stoop down sa mga customers na walang pinag aralan na nagmumura sa phone..Isa pang napansin ko sa tech support o customer service ng PLDT eh ang hilig nila mag HOLD! halatang pumepetiks..ang chaka

omg! nabalitaan q na tong eksenang to kso ngaun q lng sya narinig..i worked for a call center in alabang and collections kami, kung sa bagay mas mahirap magwork sa customer service dhil dapat lahat ng info alam mo.(sa collections kasi kapag nangangarag na kami sa customer, pinapasa na namin sa cs). that girl is stupid! ndi ba sya nagtraining bago sya isalta sa floor? active listening lang ndi pa nagawa! at simpleng pagmute lng kung magmumura ka ndi pa nagawa. tsk..ako nga kapag nagmumura nko sa customer minumute q eh, natural un sa floor pero ung ndi imute (lalo na local customer service ka tsk tsk), isang malaking problema un. i wonder where that girl is now..cguro terminated nga sya sa work nya. integrity issue tlga, is non-negotiable..

Both party have a problem. the customer should be more undertstanding (what if matagal talagang gawin, buti nga ginagawa eh)

hehehe… I have been watch that video in several times because I am planning to be a call center agent after I graduated in college, but when I watched that video I was shock about their conversation. They are have the same point but they had also got mistake. I am trying to find that agent because I am wondering where the girl now???hmm…. hay.. naku.. kasi naman dapat mas mahaba ang pasensya nung girl kasi mainit yun ulo ng customer nya biruin mo naman 2 days silang nawalan ng internet sino ba ang di magagalit nun?
at dapat rebateable yun kasi di naman sila nakakagamit in internet.. Higit sa lahat dapat naisip nung girl na “customer is always right” daba? professional pa man din siya pinakita nya lang yun pag ka disrespect nya sa customer.Actually di naman nagmura yun customer sayo eh.. mali lang yun narinig mo. be attentive next time
To Mr. Raul
whahaha… I was shock kasi straight to the point ka talaga Sir. Pero sana di kayo nagmura na naka-offend sa agent.
Alam mo sir we are both having the same problem when it comes in dsl connection
2 days rin kaming nawalan ng connection
tapos unrebateable pa siya.

ang problem naman sa mga tech. support they always saying na i-fofollow up na lang yun problem ng customer. Kaya nagagalit yun mga customer sa kanila.

is this recording for real???

wooow… that girl surely is ill-trained.

To add. Mga kups din some agents ng Globe..they will put you on hold for long mins and sometimes drop the call..

hay, bakit may mga call center agents talaga na hindi man lang mkapag spelling ng tama at pati simple tenses ng verbs mali mali…
no offense pero nakakalungkot isipin… kahit “customer” hindi ma spell ng tama samantalang they deal with customer service?
Where DID this CAME from? Sakit sa tenga…
concerned lang po… aral pa tayo English grammar…

Ang drama naman nung agent. Ateng, kasama sa trabaho ang makipa-usap sa mga irate customers. Never hire that agent again. Never. And also, di ba dapat merong supervisor na andun sa floor available at all times???????
Eto namang customer, eh di gumamit ka ng calling card, phone card at tumawag ka dun sa US.

Ang drama naman nung agent. Ateng, kasama sa trabaho ang makipa-usap sa mga irate customers. Never hire that agent again. Never. And also, di ba dapat merong supervisor na andun sa floor available at all times???????

no its not a good reason for the customer kesyo hassle, in the first place lalake siya, babae ang kausap niya. dpat iginagalang niya ang babaeng agent, sinasabi ng caller na nauna ang babae magsabi ng “word” na ‘yon… god! it’s clear, siya ang una nagsabi ‘non. “T***-*n*” or “P**a**-*n* *o”, pareho pa rin ‘yon. At kahit sino naman siguro ang tlga mainit ang ulo maaapekto sa dinadama tulad ng s***ng-ulong customer na ‘yon. Dpat huminahon naman siya, kasi in the first place magalang naman na kinakausap nung babaeng agent sa **r*nt***ng tulad niya. sna maging calm lng ang b***s na lalaking iyon. kasi di kasalanan ng babaeng agent kung bkit may glitch sa network ng DSL sa area nila. kaya, dpat kalma lng tayo…

To u ’super arrogant’ caller: “Lahat masosolusyunan kung dadaan sa mahinahong usapan…” Be mature. Act at ur age. Peaceout!

i feel sorry for the girl but thats part of her job. ive been working in col cntr for 3 yrs na and ur day isn’t complete kung walang mga ganyang eksena. ung girl ang lakas ng loob magmura considering n local acct ang handle nila…. and it is not an excuse na walang sup…. meron yan baka tinatamad lang… in the 1st place di yan makakacol kung walang mga official sa flr…
at ang lakas ng loob nya, d naman nya naresolve ang concern. anywei, benefit of the doubt baka naman nasa bridge or nesting period pa lang yan kaya mejo kinakabahan pa at di pa marunong mag acct browsing.
TIP: dont let ur emo get the best of u!!!!….