Sunday, March 30, 2014

Globe Customer Service - Suggestions for Improvements

I had a chat with a Globe agent today and it did not feel right so I had to share it somehow hoping to enlighten folks in customer service fields. This is not that BIG but I think there are still lessons which can be taken from this experience.

I was seeking their support because I tested my internet's speed and it seemed a bit off.  I had 2.02, 1.02 and 2.24 Mbps download stream results in a series of speedtests for a 3Mbps subscription plan. During the conversation, I kept retesting and looking at the modem page and the speed improved so I cancelled my complaints.

However, I noticed three (3) things that needed to be improved:
  1. Use of words. Whatever happened to "please" and "kindly"? Instead, the agent used "I want you to..." as if he was my commanding officer. It might be hard to really express yourself through a chat conversation but these basic things can help a lot.
  2. Avoid asking repeatedly as if you are a bot. The agent repeatedly asked me to disconnect my router (acting as a signal booster) and directly connect my computer to the Globe provided router. I think that if an agent thinks that the customer did not understand the first time they ask, at least rephrase and explain nicely. Using the same exact words (copied/pasted) in this situation is offending. Moreover, he broke down the sentences and it insinuated that the customer cannot comprehend what was said the first time. It might be because they are using pre-formed texts  that can be easily sent to the customer in one click. But still, it did not look nice.
  3. Follow Protocol.  In this conversation, after I told the agent that my connection then seemed fine, he sent me the thank you line and ended the session immediately. I thought it was a protocol to ask the customer if there are other concerns before ending the session? It might be a personal preference but I always wanted to reach the point where I can say my thanks to my agent and apologize if I have been mean at anytime during our conversation. Also, I could have told him he could improve the way he handles customers. But because I was cut off immediately, this blog post had to happen.
Transcript of the conversation with the Globe agent

As for me, I also have something I need to improve - keep calm. I really told myself even before starting the session that no matter what happen, I will remain calm. But what would I do? I expected customer service and it really disappointed me to have not found a nice one.  In terms of sales, I am the kind who can be sold out by the way the customer service is executed. If I walk-in a shop and given a good customer service experience, 50% of my decision to buy the item is secured - I tend to walk-out, otherwise.

I firmly believe that if you are a person working in customer service field, you have to mean it - provide customer service. Treat your customers nicely.