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Showing posts from March, 2014

Globe Customer Service - Suggestions for Improvements

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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: 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. Avoid asking repeatedly as if you are a bot. The agent repeatedly