Credit lang naman gusto ni customer dito para sa inconvenience. May point naman siya na 2 days di niya magagamit ung service tapos babayaran niya pa din? The rep could've handled it better. Frustrated si customer so natural na magvent. It's her job to listen to him vent, then pacify him by providing options, if there's no resolution yet, as with the case here. Akala siguro ni rep naka mute siya nung minura niya ung customer. I can honestly say na walang ginawang mali si customer...kung ako nasa situation niya mababadtrip din ako.
dapat lang murahin yung client, wala sya ni katiting na karapatan para murahin yung agent. Di nya kasalanan na wala silang net. Dun kayo sa CEO ng PLDT magreklamo
@@victorbleymnapanuod mo ba yung video? Eh ang linaw linaw na ang sabi lang ng customer "tangina naman" hindi naman direct sa customer rep yung mura. Mismong yung babae ang hindi naka intindi na akala nya sya yung minura. Nangyari yan sa pinsan ko dati nagmura sya sa rep pero indirect, sinabihan lang siya na sir wag po kayo magmura. Hindi naman sya nireplyan ngtangina mo din lalong lalo na hindi nakan direct kay rep yung mura
If you're a CCA (CSR), you'd know that this was a clear mistake by the agent. She forgot to press MUTE when she cussed. Closely observe 3:55 where she gave in until 4:02, fully confident that the customer didn't hear. That's when she starts justifying it.
well if you heard 3:38 the customer cursed but not directly to her, active listening was her problem as well then she responded to the customer with cursed directly to him which is totally wrong... the CSR seems to be dealing with something already and brought it to work which is a No No, just my thought
what caused the customer's frustration was the inability of the agent to directly answer his question. She was just repeating herself over and over about the upgrade being done and obviously she didn't know what to answer. Her tone alone is obvious that she's not confident enough..and in customer service field you have to sound like someone with authority even if you don't know what to answer.
I feel the Client who called up the Customer Service coz I for one experienced that pero mismong sa PLDT Office sa SM NORTH who doesn't know how to deal with their clients sana hindi na lang sila inilalagay sa Front Liner. Even when I brought it to the attention of the Supervisor nothing happened.
QA surely gave this agent an autofail score. agent couldve provide empathy and assurance statements. agent couldve let the customer speak first. she should not interrupt while customer is talking. agent couldve look for available supervisor or if she havent found one, she should have escalate the issue to the network teams to gather updates about the issue. agent forgot to press the mute button and that made the call flow and the issue worst. agent couldve proactively offer a credit/adjustment since customer mentioned that theyre still gonna pay the days that he wasnt able to use the services because of the software update or network outage within customers area. agent couldve set proper expectations. and lastly, shes banned!
Gusto kong buhayin tong video na to dahil beast mode na din ako sa PLDT. Bilang call center agent myself at frustrated customer naiitnindhan ko sila both. Si agent, nakalimutan mag MUTE LOL!!!! Anyways, kasalanan tlga ng services, wala nman tlga magagawa call center agents kundi mag inform lang, at mag request ng kung anong makakaya nila. Mga pinoy tlga ang sensitive sa violence against women eh sya nman tlga nauna magmura... lel at kung gnyan ka sensitive si Catherine d dapat di sya nag work jan, marami frustrated sa PLDT Customer service eh.
Yes hindi porket nagbabayad kna may karapatan ka sabihin lahat ng gusto mong sabihin. Hindi porket nagbabayad ka at na ha hassle ka may right ka ng ganyanin ang mga empleyado. Naghahanap lang ng pagbabalingan ng galit. Babae, Empleyado lang ba ang kaya nyang ganyanin? Bakit di sya maghanap nag katapat nya.? Naghahanap pla sya ng supervisor dapat magpunta sya sa opisina at dun nya sabihin lahat ng mga sinasabi nya sa CC agent. At ng makita nya hinahanap
Kung Hindi ka totoong Call Center Agent syempre kakampi ka sa AGENT!! I'm a call center agent but It's so damn obvious na ang agent ang may kasalanan dito.. Normal nalang sa mga agent ang makarinig ng mura galing sa caller, ang SOP jan ay kapag sayo nakatuon ang mura jan ka aalma, pero kung hindi let him vent out kasi disappointed ang caller. TSAKA bagsak sa ACTIVE LISTENING yan babaeng yan kasi hindi naman direkta na para sa kanya ung mura.. marami namang options na pwede nyang ibigay. BAD CS.
Kasi nga ate akala niya naka mute siya nong minura niya si costumer, kaya she didn't know na narinig siya ni costumer, kaso siguro nagkaroon ng delay sa pag mute c ate girl nakapag mura n sya bago nya pa nai mute ung tawag kaya narinig siya ni costumer. So nong narealized niya na narinig sya ni costumer ang self reaction ni ate ay umiyak dahil marereport siya at mwwlan p sya ng work dahil jan, as an agent or csr be a professional parin kahit na mura ng mura ung costumer hnd dpt pnapatulan yan ng csr or agent hayaan nlng nya tpos gwan niya ng report at isubmit sa opisina. At sa case n yn naghhnap dn c costumer ng pwd png mkausap bukod sknya ung supervisor or solution manager pra mgwan ng paraan ung problema niya kaso ayaw ipasa ni ate sa iba ehh hnd nmn nya masagot ung tnong sknya at wla syang maisagot na maganda kay costumer.
@@Raymund38TVM yeah I agree I work as tech support hindi talaga maiiwasan yung irate so as agent we need to listen to their problem let them vent out and give na lang tayo ng best resolution para mapakalma sila😊
@@jowellaalbasin6233 yes tama po hnd po ngng agent at hnd ko po na expirence but mtgal dn ako nag work sa call center as IT Software, ako dn ang hmhwak ng data voice calls, then kung my complain ang costumer regarding sa nakausap niya ako yung unang hahanapin ni team leader or supervisor to check yung data calls at marami n akong na eencounter n gnyn, halos puro babae yung tlgang nag mumura kung mnsan hahahaha kasi kung lalake yung agent laging kalmado yung boses at kahit glit n glit n ung costumer kalma parin siya, ewan bakit ganon pero kapag babae madalas pnapatulan nila kung glit c costumer mgglit din sila, cguro magkaiba lng tlga ng personality mood ang lalake at babae, pero same agent dapat same professionalism naniniwala parin ako na wala yan sa gender nasa personality yn ng isang tao at nasa kinalakihan parin yn kung paano sya nmuhay meron kasing lumaki sa magulong pamilya laging nag mumurahan hngng masanay n dn syang mag mura at mgng mainitin ang ulo.
@@Raymund38TVM true ako kahit na pinag mumura sobrang kalmado ko, bandang huli ung customer din humihinge ng sorry. Tao lang din naman sila kagaya naten eh.
In this case, it's pretty obvious that she could have provided more professional approach like " The best thing I could do is to escalate this case to my supervisor so that you will get a rebate on your next billing cycle and get in touch w/ you every now and then to update u of the service. Meanwhile I am very sorry for the inconvenience" Since, Service disruption is beyond control, the she could have explained further that this is the best thing she could do instead of fighting with the him
she could've warned the customer. that would've made the rep professional. If you're working in a customer service, no matter how upset/persistent the customer is, dapat professional. Blatant Customer Abuse kahit sabihing nakalimutang in-unmute ng rep. Call Avoidance pa. incident report na yan.
Anong iwawarn nya dyan eh ang kalmado pa nga ng customer? Saka natural sa irate customer yung frustrated at nagmumura. Kasama yan sa training nila, kung pano ihandle ang irate customer. Napakahinahon pa nga nito eh.
Blatatant customer abuse. Tanga. Mabait pa nga yan eh. Yung ibang customer nagsisisigaw, nagmumura, tatawagin ka pang idiot lalo sa international account.
I'm a customer care of PLDT ganto pala nung 14yrs ago. For me sa side ako ni customer. Customer only said TANGINA ANG HASSLE NAMAN" hindi niya dinirect kay agent yung mura it means service yun pero ang unang nag mura is si Agent. I guess agent forgot to mute the call hindi ko alam if san tungo ng agent na to if itong panahon niya to ginawa. Baka bukas wala ka nang trabaho. Lalo na she answered the customer question unprofessionally. Kung ano lang nasa resources yun lang binanggit niya hindi siya nag isip ng offer adjustment since customer deserves that
di ko din maintindihan tong ibang customer bakit TSR ang sinisisi nila sa nangyayaring service interruption .. juice colored , nag ta-trabaho lang sila . Ndi sila ang kompanya !!!!
The call center lady cannot fix the problem so why should she be cursed by the customer. She already promised a rebate and that ends her responsibility. The customer's unique situation and use of the phone line is not her concern. Just because he is the customer it does not give him the right to curse in any form whether directed at the girl or not. After the customer's curse the girl has the right to refuse service and should have simply told the customer that he will get a report and maybe a rebate through the mail, said "thank you" and hung up. To get respect you have to give respect.
Dapat kahit gaano ka-pressure ang sitwasyon, mananatili ka pa rin sa pagiging kalmado. especially yan ang line ng trabaho ng call center representative.
Tama yung customer. Nauupset siya sa situation hindi sa agent. Tapos bigla-biglang nagmura si ate ng P.I. MO. Buti nga kalmado pa yung boses ni customer, hindi siya ni-rifle ng mura.
no, i definitely disagree with what you said. In a Business Process Outsource or Call Center Industry, your main job is to answer and give solutions to the callers' inquiries.
Kahit anghel ka na pabababain dito sa lupa, magiging masama ang ugali mo dahil sa PLDT na yan, madalas magka-downtime at ang downtime e hindi basta basta, madalas abutin ng isang buwan, kapag nanghingi ka naman ng rebate for those days na hindi mo magamit ang services ng maayos, ang isasagot lang sayo e hindi ka raw kasi natawag or nagrereport na mabagal ang net, kapag ka naman nagreport ka ng mabagal na internet pagpapaliwanagin ka ng mahaba then sasabihin sayo na may on-going system maintenance sila at patatawagin ka uli after ng 1 HOUR! After naman ng isang oras, tatawag ka at sasabihin sayo down pa rin at callback after ng isang oras uli hanggang sa makalimutan mo na, ang ending, ipina-NTC ko ang PLDT at nakuha ko ang credit after 2 weeks, nagsend ng email sakin yung atty or rep ng NTC. :D
may mga customer talaga na makulit..kahit anong explain mo..ayaw umintindi..in that case,,ikaw na agent ang dapat mahaba ang pasenxia..in this case the agent shouldnt let her guards down,,she should be firm and confident while explaining to the customer kasi may mga customer na akala nla mas may alam sila kesa sa agent..but in a polite manner..
Customer is always right.naintindihan ko yung customer,unprofessional yung ginawa ng agent.dapat at all times kalmado lang siya & give the customer a good answer & make them happy in their conversation.
kawawa naman yung agent. sinabihan nalang nya sana na i-aadjust nalang yung 2 days na hindi nagamit na service. hindi na sana umabot sa pagmumura ni sir. simply lang naman yung tanong ni sir.
Generally, if the company is a service provider, customer is entitled to have an adjustment on his bill for the service not received due to problem that is not on their end. She should apologize for the inconvenience that it had caused to the customer.
Inconvinience nga sa customer pero pag nabigyan na sana ng information, makuntento na kasi nagbe-base din si agent sa kung ano ang advisory or kung ano ang nasa system nila.
Ang mali dito ehh yung agent talaga. sa proper usage of the mute button tsaka yung call control. Make sure na naka-mute ka before ka magmura kung sobra mo ng tine-take personally si CX. Sana in-escalate niya na lang agad kung meron namang available sup or L2.
My point of view for this conversation since I also worked in Call Center industry. Akala ng agent naka mute sya nung nagmura sya.. May mga callers talaga na makukulit although I understand their situation at this point. In this industry kasi may mga certain info lang na pwedeng ibigay sa Customer or limited access lang. Di porke CSR lahat na lang na tanong nasasagot. Iba ibang department yan. Ang mali lang kay Girl, nag padala sya sa emotion nya.
ang tanong ng customer kung babayaran pa rin ang mga araw na hindi nabigyan ng service tapos iba ang sagot ng pldt.Ganyan talaga ang systema ng big company na gaya sa abroad, inililihis at iniiba ang storya para hindi matumbok ang kasalanan nila.Tulad din iyan sa kuryente kapag walang supply ay customer pa rin ang nagbabayad ng damages.What do you think is this reasonable for that kind of companies.Ask senator paquiao?????????
No empathy, no acknowledgment, no apology... Anung klaseng agent yan? Mukang di dumaan sa masusing training. She suppose to do empathy when her customer mention his concern and apologize for any inconvenience hindi yung mumurahin nya pa yung customer sabay mag dedenay? She should understand the costumers frustration. And last, her tone of voice. It should be sound friendly and cheery hindi yung boses na para bang may pinaglalamayan sya. Ganito po talaga sa call center. If you guys don't want to encounter this kind of situation, then never attempt to work in call center. :3
May right si client kasi pangit nga service, tsaka sa service siya nagmura hindi sa agent, dapat niyan pag ganyan,nagbigay na lang compromise ung agent para natapos na usapan,kung tutuusin madali lang solusyunan ung complain ni client eh
Anong mabait? Annoying nga eh. Dapat na realize nya walang magagawa si agent sa problem nya kahit na magdakdak sya whole day. Ang role ni agent ay mag relay lang ng kanilang problems sa field technicians at hindi instant repair agent. At nag offer naman si agent ng alternative solutions sa two days na payment problems nya hindi naman siya nakikinig puro lang dakdak. Sana nag inform lang siya ng problem nya at ng wait ng call back ni agent regarding sa status ng prblem nya.
amazing! go kuya raul (whoever you are!) you know what? you have all the right to do whatever youve done... it's so cool that you fight for the sake of all consumers... what's making it more interesting is you're on the right side for criticizing that stupid girl! she had her bitchy attitude that what you've done is not even enough, but then i gave you two thumbs up for that! and for those who'se criticizing kuya raul, god damn all of you... would you mind analyzing the situation first?
Haay ate! Bakit mo kinalimutan mag mute?? My goodness ka! And agent ka, dapat hindi kna ganun ka sensitive sa mga ganyang ugali ng callers. Ang ayos kausap ng caller mo promise, ikaw talaga ng trigger ng galit nya.
pansin ko lang lalo na sa smart/pldt kapag maayos ka makipagusap sa mga agents nila ang tagal magawa ng internet problem namin. pero kapag sinigaw sigawan mo na, 30 mins lang ayos na agad.
in the first place ,that boy is Mtrfckr bad attitude ,kaseh wala syang karapatang ganyanin ang isang babae,Ehh sabi nya babae daw ang unang nag mura ,pero sya nmn ang masmaraming lumabas na bad word sa kanyan bibig.Tapos pinaiyak nya ung babae ,tapos sabi sya ng sabeh na e explain daw eh ilang beses na nga i nexplain ng babae ,di nmn sya nakikitig ,sabi lang sya ng sabi na Ang point nya daw"tapos sasabihin I explain ,,d shing aba matindi ka kuya
zcelel gaming tanga ka.. wala ka pang experience mag work call center noh? di na bago yang murahan na ganyan. kaya nga may mute eh. pareho kayo ni ate. pareho kayong tanga
zcelel gaming as an agent you should be able to handle irate customers..patience is a very important key when it comes to this industry..atsaka may spiel naman eh para sa mga customers na nagmumura o bastos..sa ganitong trabaho di talaga maiiwasan na mkaencounter ng ganyang customer..hindi naman sa customer aq kampi ha..pro kasi yung customer frustrated sa service ng company at since ang agent ang rep doon nya naibubunton ang frustrations nya..
E nagbabayad sya so right nya na magalit. Si ate girl binabayaran para pakinggan yung galit ng consumers. "yeah, that's my job. For 5 years minumura ko ng ibang lahi. Pero that's my job and I'm being paid", part pa nga ng trabaho nya na icomfort si consumer at bigyan sya ng ease. Hello may training naman jan, how to handle irate consumers. Maaighad. Magresign kung di magawa ng tama ang trabaho. common sense. -kay kuyang consumer naman, saludo pa ko. Josko pag may problema pldt ko gusto ko ng sunugin yung pldt office, ilang mura din ang nasa isip ko di ko lang masabi. Di naman kami nagtatae ng pera no
hi nico, saan naging bastos ung cx ? in a lot of ways... sa pag mumura, interupting the agent wiile talking and being sarcastic po atbp not to mention the way he sound over the phone ... rudeness comes in many forms. pero still mali din naman ang ginawang pag retaliate ng agent s cx ... hence what im trying to point out is mali din na mag mura ka sa agent na kinakausap mo kahit pa galit ka we have to understand na all the information given was also based from their resources limited din lang ang kaya nilang gawin so baka pede intindihin mo na lang or inquire for other options malay mo ma resolve ang isue s ibang paraan meet halfway sabi nga ...give and take lang yan , o diba hindi din naman na solve yung concern nung cx. ( just saying ) peace tayo ha sorry ha kasi naawa lang ako dun sa bata.
As recent events with our country's leaders have shown, the expression 'P.I.' meant as a sign of frustration can be interpreted by some people to be a personal attack. But this clip is ancient. Bakit ngayon lumalabas ang mga bagong comments? Orchestrated trolling kaya? Having attended a customer service course myself, we were told that 'P.I.' or any profanity is not directed against us. Mukhang staged ito. Masyadong hilarious kasi.
Yeah, iconnect mo lahat sa present admin. 2006 pa yan naupload and even pinagbintangan mo pa ang rival telco dahil sa comments. Man, you are stupid. ganda pa naman ng pormo mo pero sa galit mo sa present admin at sa PLDT competitor nalimutan mo gamitin ang gray matter mo.
Pwede naman magmura basta nakamute haha magkaiba naman kasi yung "tang ina" sa "putang ina mo" kasi wala naman sinasabing specific na tao yung "tang ina" ang mali ni agent masyado siyang sensitive dapat pag nag apply ka sa mga ganyan specially bpo mahaba pasensya mo at di ka madali ma offend at handa ka sa mga ganyang pangyayari kasi di talaga maiiwasan yung customer na rude. Hindi pa nga masyado rude si caller eh naiinis lang siya kasi nga naman nagbabayad siya pero di naman sulit yung binabayad niya. pano na lang kung yung iba na barumbadong caller talaga natyempuhan niya. Tsk im sure mabigat ang punishment na binigay kay ate. Sadla.
aysss bebe Kailangan ba talaga specific? Kailanagan ba talaga may "mo" ang mura para masabi na siya ang tinutukoy? Grabe, dalawa lang sila naguusap, siguradong yung agent na yung tinatamaan, wala talagang common sence ang mga tao.
It's not the agent naman na direct na minura ni caller.. I'ts the service that the company provided kaya sya nakapag mura.. masyado lang sensitive si ate girl... At the first place bago sys ng apply dapat alam nya yung nature ng work na pinasok nya..hahaha nakalimutan mag mute ni ate girl.. hahaha
Minsan mali na rin ung customer , na mag umpisa ng pagmumura. Nakakapika rin kapag minura ka ng customer. Palit kaya kayo ng pwesto , ano gagawin mo raul? Hindi ka dapat magpadalos dalos ng galit mo. Unang, una kahit sabihin "customers are always right" tao pa rin yang kausap mo, kung ano lng yung info na nasa kanya iyon lang sasabhin nya, Anong malay nya dun sa technicallities na ginagawa. Katarantaduhan yang salitang "Customer is always right" . Para lang yan sa Di makatao.
His right he has the right she has no right to argue with the customer its the company's fault the employees don't even know what the company's selling and the angry customers are arguing with the call agents which have no part in this.
yes. looks like she forgot to press the mute button haha. isa ito sa problem ng ilang mga may experience sa call center na tech support sa dsl or any field, nag mama angas. haha.. siguro nesting pa si ateng at 1st time nya siguro.
as a csr/tsr dapat magprovide ng best solutions sa customer in a polite manner. pigil pigil din dapat ng emosyon haha :D kahit minumura na ng customer be professional pa din dapat at wag papatinag :D badtrip ung customer sa service ng pldt hindi naman sa mismong csr kasi alm naman nyang employee lang yun dun.. kaso ayun dahil sa pag mura ng kumpleto ni ate nabadtrip din si customer sa kanya. hahaha! :D
They have the spiel on these kind of situation tho. “ i do apologize, sir/maam, but we would like to maintain the conversation as professional as possible. We don’t tolerate any abusive words or language or i will be forced to end the call.” Ganerns? Pero 13 years? TL na kaya si ate???
No. Being a call center sa isang company, dapat alam mo kung pano mo idedeliver ang ganung situation either alam mo pano sosolusyunan o hindi. Pwede nyang isuggest na tumawag sya ulit mamaya pagdating ng supervisor. Tatanga-tanga ng Agent. May mute din naman kasi yung headphone
Mali ng agent.. naiintndhan ko si customer. Nagbbyad xa.. and as a consumer dapat mkuha nya yubg service na bnabyaran nya. Kung d kya ireaolve ni agent yung issue, may ibang department nmn na pwede tumulong. Pwede account services or retention. Dnt know anu meron jan. Nkit nya ksi sinosolo yung issue. Pa hero kasi sya. Paulit ulit lng yung xplanation nya. And about sa pagmumura, d nmn para sa knya yun, natural mapapamura ka sa bad service, the fact na needed ni customer yung srvice, kya gnun n lng yung reaction nya. Tulad lng halimbawa, nagpaunli ka. Tapos bgla lng nabawsan load mo. Db mapapamura krin sa glit. Kasi ur not getting the service ur paying. And isa pang tangang agent. May mute nmn.bkit nya kinalimutan mag mute. Lol. So km with the customer. I worked in a bpo industry btw, telecom dn , US based. Kya naiintndhan ko si customer. Si agent ang mali. And cx was just calm sa converstion nla. Nagvevent out lng xa sa frustration nya. Nagalit lng xa nung minura sya ng agent.
Automatic agents fault. I'm also an agent wala lng yan sa mga foreign customers na nata2nggap nmin. It should be transferred to the appropriate department.
Parehong may issue si customer saka agent. On the part of the customer, I know na nakakafrustrate naman talaga, however he should understand na this is already out of hand ni agent since network na ang may issue. Sa part naman ni agent, she could have provided a better way to explain na out of hand na talaga yung issue and dapat hindi siya naging emotional while handling the call. Seems na bago pa lang siya during the time of recording ng call na ito... Ang hindi ko lang maintindihan is bakit 9 am pa avail ang supervisor. Dapat laging meron yan eh.
As someone who's worked floor support and coachng for customer care, nakakagulat 'to, in fairness. Nandun na tayo sa nakakakinis yung customer, pero may mute at hold naman.
As a TSR, yung bungad ng customer is maayos. Bihira yung ganyang customer na nawalan ng service for 2 days tas mahinahon pa. Madadaan dapat yan sa maayos na empathy and rapport, kaso yung agent hindi ata nabasa yung laman nung JO nya at walang natutunan sa training. Nagiiyak pa. Susko! Sabi nga ng Eraserheads, "Lahat ng tao nagmumura, lahat ng tao namumroblema. Lalaki man o babae, matanda man o bata." Hahaha!
Actually nangyari rin sa akin pero di naman ako minura kac di naman ako nagmumura... pero ang unang problema sa pldt is ung waiting time sa pagsagot ng representative minsan aabutin ka ng 30 mins. kaya lalong nakakabad trip.
Sinu andito ulet dahil sa edit ni Sist Steven Bansil😅
Hahahahaha sameee
@@danyelagelomyo6864 me too ito ung iyaking csr hahaha. umiyak dahil sa narinig ni costumer ung snbi nya.
ako
me. gusto mo marinig yung mura e haha
May link?
Ganyan yan minsan bigla ka nalang puputulan maski hindi pa oras tapos ipapasa ka sa iba... Pero ang bilis maningil
Legends say, wala paren po silang internet until now.
at natapos kong pakinggan at panonoorin ang video ng almost an hour. thanks pldt. keep it up!
Credit lang naman gusto ni customer dito para sa inconvenience. May point naman siya na 2 days di niya magagamit ung service tapos babayaran niya pa din? The rep could've handled it better. Frustrated si customer so natural na magvent. It's her job to listen to him vent, then pacify him by providing options, if there's no resolution yet, as with the case here. Akala siguro ni rep naka mute siya nung minura niya ung customer. I can honestly say na walang ginawang mali si customer...kung ako nasa situation niya mababadtrip din ako.
dapat lang murahin yung client, wala sya ni katiting na karapatan para murahin yung agent. Di nya kasalanan na wala silang net. Dun kayo sa CEO ng PLDT magreklamo
Dispute lang nman need nya kaso baka si agent nakalimutan mag mute eheehe
@@victorbleymnapanuod mo ba yung video? Eh ang linaw linaw na ang sabi lang ng customer "tangina naman" hindi naman direct sa customer rep yung mura.
Mismong yung babae ang hindi naka intindi na akala nya sya yung minura. Nangyari yan sa pinsan ko dati nagmura sya sa rep pero indirect, sinabihan lang siya na sir wag po kayo magmura. Hindi naman sya nireplyan ngtangina mo din lalong lalo na hindi nakan direct kay rep yung mura
If you're a CCA (CSR), you'd know that this was a clear mistake by the agent. She forgot to press MUTE when she cussed. Closely observe 3:55 where she gave in until 4:02, fully confident that the customer didn't hear. That's when she starts justifying it.
well if you heard 3:38 the customer cursed but not directly to her, active listening was her problem as well then she responded to the customer with cursed directly to him which is totally wrong... the CSR seems to be dealing with something already and brought it to work which is a No No, just my thought
what caused the customer's frustration was the inability of the agent to directly answer his question. She was just repeating herself over and over about the upgrade being done and obviously she didn't know what to answer. Her tone alone is obvious that she's not confident enough..and in customer service field you have to sound like someone with authority even if you don't know what to answer.
memories bring back memories bring back to you
Naiyak sya nung na realize nya wala na syang work lol.
HAHAHAHA GAGA KA
I feel the Client who called up the Customer Service coz I for one experienced that pero mismong sa PLDT Office sa SM NORTH who doesn't know how to deal with their clients sana hindi na lang sila inilalagay sa Front Liner. Even when I brought it to the attention of the Supervisor nothing happened.
QA surely gave this agent an autofail score.
agent couldve provide empathy and assurance statements.
agent couldve let the customer speak first. she should not interrupt while customer is talking.
agent couldve look for available supervisor or if she havent found one, she should have escalate the issue to the network teams to gather updates about the issue.
agent forgot to press the mute button and that made the call flow and the issue worst.
agent couldve proactively offer a credit/adjustment since customer mentioned that theyre still gonna pay the days that he wasnt able to use the services because of the software update or network outage within customers area.
agent couldve set proper expectations.
and lastly, shes banned!
Gusto kong buhayin tong video na to dahil beast mode na din ako sa PLDT. Bilang call center agent myself at frustrated customer naiitnindhan ko sila both. Si agent, nakalimutan mag MUTE LOL!!!! Anyways, kasalanan tlga ng services, wala nman tlga magagawa call center agents kundi mag inform lang, at mag request ng kung anong makakaya nila. Mga pinoy tlga ang sensitive sa violence against women eh sya nman tlga nauna magmura... lel at kung gnyan ka sensitive si Catherine d dapat di sya nag work jan, marami frustrated sa PLDT Customer service eh.
hahahah ako chill lang. depende yan wag nyo kasi dibdibin pag nag rarant si cust.
Sa situation nag mura si Cust hindi sa agent.. Ang problema sa agent pinersonal niya kahit hindi naman para sa kaniya yung galit ni cust..
Yes hindi porket nagbabayad kna may karapatan ka sabihin lahat ng gusto mong sabihin. Hindi porket nagbabayad ka at na ha hassle ka may right ka ng ganyanin ang mga empleyado.
Naghahanap lang ng pagbabalingan ng galit.
Babae, Empleyado lang ba ang kaya nyang ganyanin?
Bakit di sya maghanap nag katapat nya.?
Naghahanap pla sya ng supervisor dapat magpunta sya sa opisina at dun nya sabihin lahat ng mga sinasabi nya sa CC agent. At ng makita nya hinahanap
@@mitchellmicu2627 Akala kasi ni Catherine sya yung minumura
cca ka ng pldt until now? kaloka mga basura kayo. parang mas okay pa kausap yung mga tindera sa kanto ng baseco compound.
Kung Hindi ka totoong Call Center Agent syempre kakampi ka sa AGENT!! I'm a call center agent but It's so damn obvious na ang agent ang may kasalanan dito.. Normal nalang sa mga agent ang makarinig ng mura galing sa caller, ang SOP jan ay kapag sayo nakatuon ang mura jan ka aalma, pero kung hindi let him vent out kasi disappointed ang caller. TSAKA bagsak sa ACTIVE LISTENING yan babaeng yan kasi hindi naman direkta na para sa kanya ung mura.. marami namang options na pwede nyang ibigay. BAD CS.
Brought you by PLDT ^_^
nung sya na minura ni costumer.
"Bakit pooo? na prang wala syang ginawa hahahah . gigil ako
Kasi nga ate akala niya naka mute siya nong minura niya si costumer, kaya she didn't know na narinig siya ni costumer, kaso siguro nagkaroon ng delay sa pag mute c ate girl nakapag mura n sya bago nya pa nai mute ung tawag kaya narinig siya ni costumer. So nong narealized niya na narinig sya ni costumer ang self reaction ni ate ay umiyak dahil marereport siya at mwwlan p sya ng work dahil jan, as an agent or csr be a professional parin kahit na mura ng mura ung costumer hnd dpt pnapatulan yan ng csr or agent hayaan nlng nya tpos gwan niya ng report at isubmit sa opisina. At sa case n yn naghhnap dn c costumer ng pwd png mkausap bukod sknya ung supervisor or solution manager pra mgwan ng paraan ung problema niya kaso ayaw ipasa ni ate sa iba ehh hnd nmn nya masagot ung tnong sknya at wla syang maisagot na maganda kay costumer.
She forgot to mute! And realized that she fucked up🤣
@@Raymund38TVM yeah I agree I work as tech support hindi talaga maiiwasan yung irate so as agent we need to listen to their problem let them vent out and give na lang tayo ng best resolution para mapakalma sila😊
@@jowellaalbasin6233 yes tama po hnd po ngng agent at hnd ko po na expirence but mtgal dn ako nag work sa call center as IT Software, ako dn ang hmhwak ng data voice calls, then kung my complain ang costumer regarding sa nakausap niya ako yung unang hahanapin ni team leader or supervisor to check yung data calls at marami n akong na eencounter n gnyn, halos puro babae yung tlgang nag mumura kung mnsan hahahaha kasi kung lalake yung agent laging kalmado yung boses at kahit glit n glit n ung costumer kalma parin siya, ewan bakit ganon pero kapag babae madalas pnapatulan nila kung glit c costumer mgglit din sila, cguro magkaiba lng tlga ng personality mood ang lalake at babae, pero same agent dapat same professionalism naniniwala parin ako na wala yan sa gender nasa personality yn ng isang tao at nasa kinalakihan parin yn kung paano sya nmuhay meron kasing lumaki sa magulong pamilya laging nag mumurahan hngng masanay n dn syang mag mura at mgng mainitin ang ulo.
@@Raymund38TVM true ako kahit na pinag mumura sobrang kalmado ko, bandang huli ung customer din humihinge ng sorry. Tao lang din naman sila kagaya naten eh.
ganyan talaga ang pldt..ako nga 1mnth ..wlang net .. pero on time ka magbabayad ..
Bayaran mo pa rin kahit wala ka net
Lesson: Wag kalimutan mag mute... and if mag mumura, be sure na naka-mute
Wag n lang magmura. Golden rule
Raul vs Catherine
In this case, it's pretty obvious that she could have provided more professional approach like " The best thing I could do is to escalate this case to my supervisor so that you will get a rebate on your next billing cycle and get in touch w/ you every now and then to update u of the service. Meanwhile I am very sorry for the inconvenience" Since, Service disruption is beyond control, the she could have explained further that this is the best thing she could do instead of fighting with the him
ACTIVE LISTENING is the KEY!!
HAHAHHA nako ateng hindi ka pwede sa field na yan.
After almost 13 years, what happen to them? 😂✌ june 6, 2019, 5:37 pm.
Haha same thoughts. Nakaka curious
@Raquel Dalisay hahahahaha
Ang bilis ng mga taon ano. Hahaha
she could've warned the customer. that would've made the rep professional. If you're working in a customer service, no matter how upset/persistent the customer is, dapat professional.
Blatant Customer Abuse kahit sabihing nakalimutang in-unmute ng rep.
Call Avoidance pa.
incident report na yan.
Marvin Torreja
Hnd sya Ang minumura Ng cx.
Anong iwawarn nya dyan eh ang kalmado pa nga ng customer? Saka natural sa irate customer yung frustrated at nagmumura. Kasama yan sa training nila, kung pano ihandle ang irate customer. Napakahinahon pa nga nito eh.
Blatatant customer abuse. Tanga. Mabait pa nga yan eh. Yung ibang customer nagsisisigaw, nagmumura, tatawagin ka pang idiot lalo sa international account.
i think she forgot to press the mute button.
I'm a customer care of PLDT ganto pala nung 14yrs ago. For me sa side ako ni customer. Customer only said TANGINA ANG HASSLE NAMAN" hindi niya dinirect kay agent yung mura it means service yun pero ang unang nag mura is si Agent. I guess agent forgot to mute the call hindi ko alam if san tungo ng agent na to if itong panahon niya to ginawa. Baka bukas wala ka nang trabaho. Lalo na she answered the customer question unprofessionally. Kung ano lang nasa resources yun lang binanggit niya hindi siya nag isip ng offer adjustment since customer deserves that
di ko din maintindihan tong ibang customer bakit TSR ang sinisisi nila sa nangyayaring service interruption ..
juice colored , nag ta-trabaho lang sila . Ndi sila ang kompanya !!!!
" Costumers are always right " ika nga sa Management
Paalala lng po
Mag kaiba ang "Tangina mo" sa "Tangina"
Valid reaction because of disappointment with PLDT service or lack thereof, but very improper conduct towards agent.
...and now it's in the web
5:50
dapat kahit anu pa mura ng client wag na patulan be patient yun ang importante sa work lalot CSR ka Or TSr ka pa. OMG nalang masasabi ko.
tama
The call center lady cannot fix the problem so why should she be cursed by the customer. She already promised a rebate and that ends her responsibility. The customer's unique situation and use of the phone line is not her concern. Just because he is the customer it does not give him the right to curse in any form whether directed at the girl or not. After the customer's curse the girl has the right to refuse service and should have simply told the customer that he will get a report and maybe a rebate through the mail, said "thank you" and hung up. To get respect you have to give respect.
Akala ng agent naka-mute nung una siyang nagmura sa caller. Kaya di rin siya nag alangan ibigay full name niya kasi akala niya di narinig mura niya.
update: wala pa rin po silang internet connection
"Tangina naman hassle" (silence) "Tangina mo rin" ---- ampffft minura yung caller hahaha. Dami kong tawa dito.
hahahahaha,,,Ang lutong ng mura,,,
Mali tlga Agent.
Dapat kahit gaano ka-pressure ang sitwasyon, mananatili ka pa rin sa pagiging kalmado. especially yan ang line ng trabaho ng call center representative.
"respect begets respect."
Tama yung customer. Nauupset siya sa situation hindi sa agent. Tapos bigla-biglang nagmura si ate ng P.I. MO. Buti nga kalmado pa yung boses ni customer, hindi siya ni-rifle ng mura.
no, i definitely disagree with what you said. In a Business Process Outsource or Call Center Industry, your main job is to answer and give solutions to the callers' inquiries.
Kahit anghel ka na pabababain dito sa lupa, magiging masama ang ugali mo dahil sa PLDT na yan, madalas magka-downtime at ang downtime e hindi basta basta, madalas abutin ng isang buwan, kapag nanghingi ka naman ng rebate for those days na hindi mo magamit ang services ng maayos, ang isasagot lang sayo e hindi ka raw kasi natawag or nagrereport na mabagal ang net, kapag ka naman nagreport ka ng mabagal na internet pagpapaliwanagin ka ng mahaba then sasabihin sayo na may on-going system maintenance sila at patatawagin ka uli after ng 1 HOUR! After naman ng isang oras, tatawag ka at sasabihin sayo down pa rin at callback after ng isang oras uli hanggang sa makalimutan mo na, ang ending, ipina-NTC ko ang PLDT at nakuha ko ang credit after 2 weeks, nagsend ng email sakin yung atty or rep ng NTC. :D
3:40 tf
makulit si costumer...nasagot na ni Rep kung bakit naputol ang line...mahirap ba intindihin yon?
+francis cerbo ikaw ang di nakikinig
may mga customer talaga na makulit..kahit anong explain mo..ayaw umintindi..in that case,,ikaw na agent ang dapat mahaba ang pasenxia..in this case the agent shouldnt let her guards down,,she should be firm and confident while explaining to the customer kasi may mga customer na akala nla mas may alam sila kesa sa agent..but in a polite manner..
Customer is always right.naintindihan ko yung customer,unprofessional yung ginawa ng agent.dapat at all times kalmado lang siya & give the customer a good answer & make them happy in their conversation.
kawawa naman yung agent. sinabihan nalang nya sana na i-aadjust nalang yung 2 days na hindi nagamit na service. hindi na sana umabot sa pagmumura ni sir. simply lang naman yung tanong ni sir.
cx should've given credit for the lost of service,, damot naman sa credit nito, nag mura pa.
3:40 >>> The Main Event!!!
😂😂😂😂
Its been like this since forever.
Generally, if the company is a service provider, customer is entitled to have an adjustment on his bill for the service not received due to problem that is not on their end. She should apologize for the inconvenience that it had caused to the customer.
Hindi namute ni Agent yung call! hahaha. Kawawang nilalang.
Inconvinience nga sa customer pero pag nabigyan na sana ng information, makuntento na kasi nagbe-base din si agent sa kung ano ang advisory or kung ano ang nasa system nila.
omg!! termination!!
listening is very important..
Ang mali dito ehh yung agent talaga. sa proper usage of the mute button tsaka yung call control. Make sure na naka-mute ka before ka magmura kung sobra mo ng tine-take personally si CX. Sana in-escalate niya na lang agad kung meron namang available sup or L2.
customer rep must be terminated ASAP"
bagsak to si ate,, walang empathy .. tapos ndi pa marunong mag mute xD hahahaha
Merong empathy, patience ang wala. Pls choose preffered words
It's the CSR's fault. Can't blame the customer.
Hahaha! Bopols kc ung agent.. mura pa, e hindi gumana ung mute. Hahahaha!
ayan tuloy :) hahaha
kenn arcenal hahahhahaha! kasalanan nung agent
Indeed :)
This is why my co applicant was never given a chance to the csr job cause she said that she is too emotional which is a major flag to the interviewer
My point of view for this conversation since I also worked in Call Center industry. Akala ng agent naka mute sya nung nagmura sya.. May mga callers talaga na makukulit although I understand their situation at this point. In this industry kasi may mga certain info lang na pwedeng ibigay sa Customer or limited access lang. Di porke CSR lahat na lang na tanong nasasagot. Iba ibang department yan. Ang mali lang kay Girl, nag padala sya sa emotion nya.
Normal lang sme
n ung makulit at customer kami
SirRAUL-o XD
ang tanong ng customer kung babayaran pa rin ang mga araw na hindi nabigyan ng service tapos iba ang sagot ng pldt.Ganyan talaga ang systema ng big company na gaya sa abroad, inililihis at iniiba ang storya para hindi matumbok ang kasalanan nila.Tulad din iyan sa kuryente kapag walang supply ay customer pa rin ang nagbabayad ng damages.What do you think is this reasonable for that kind of companies.Ask senator paquiao?????????
No empathy, no acknowledgment, no apology... Anung klaseng agent yan? Mukang di dumaan sa masusing training. She suppose to do empathy when her customer mention his concern and apologize for any inconvenience hindi yung mumurahin nya pa yung customer sabay mag dedenay? She should understand the costumers frustration. And last, her tone of voice. It should be sound friendly and cheery hindi yung boses na para bang may pinaglalamayan sya. Ganito po talaga sa call center. If you guys don't want to encounter this kind of situation, then never attempt to work in call center. :3
Drones Goregoth Amen QA
2021?
3:40 is what you came here for...
your welcome 😂
Yabang ng caller. Kung di ka kasi nagmura di ka mamumura! tapos nagmamalinis na hindi sya nagmura. OMAYGAD!!!
May right si client kasi pangit nga service, tsaka sa service siya nagmura hindi sa agent, dapat niyan pag ganyan,nagbigay na lang compromise ung agent para natapos na usapan,kung tutuusin madali lang solusyunan ung complain ni client eh
Ang bait ng customer… Haba ng pasensya...
Sir raul o
Anong mabait? Annoying nga eh. Dapat na realize nya walang magagawa si agent sa problem nya kahit na magdakdak sya whole day. Ang role ni agent ay mag relay lang ng kanilang problems sa field technicians at hindi instant repair agent. At nag offer naman si agent ng alternative solutions sa two days na payment problems nya hindi naman siya nakikinig puro lang dakdak. Sana nag inform lang siya ng problem nya at ng wait ng call back ni agent regarding sa status ng prblem nya.
@@missmenchen4896 nahassle ka ba? 😄
3:41 the best hahah.
3:41
nakalimutan nya ata imute kasi biglang bumait nung minura na sya ng customer at sinabi hindi daw nya minura si customer... OMG!
amazing! go kuya raul (whoever you are!)
you know what? you have all the right to do whatever youve done... it's so cool that you fight for the sake of all consumers... what's making it more interesting is you're on the right side for criticizing that stupid girl! she had her bitchy attitude that what you've done is not even enough, but then i gave you two thumbs up for that!
and for those who'se criticizing kuya raul, god damn all of you... would you mind analyzing the situation first?
theyre both wrong tbh
@@pheo1299 paano naging mali si raul eh tangina mo sumagot lang si raul si cathy naunang nagmura lol tanga ka bobo
Ang engot nung agent! hahahah di pwede sa foreign call centers yan ang sensitive masyado! hahaha
Haay ate! Bakit mo kinalimutan mag mute?? My goodness ka! And agent ka, dapat hindi kna ganun ka sensitive sa mga ganyang ugali ng callers. Ang ayos kausap ng caller mo promise, ikaw talaga ng trigger ng galit nya.
pansin ko lang lalo na sa smart/pldt kapag maayos ka makipagusap sa mga agents nila ang tagal magawa ng internet problem namin. pero kapag sinigaw sigawan mo na, 30 mins lang ayos na agad.
Juice ko, the secondhand embarassment plus the anxiety i felt in this conversation. The cringe.
AUTO FAIL
Nang hingi na nang SUP oh chance mo nayan maiwasan ang call
+PunkSkaful JUST RELEASE THE FUCKING CALL!!!! NOOB!!!
3:35 is when shit gets real
in the first place ,that boy is Mtrfckr bad attitude ,kaseh wala syang karapatang ganyanin ang isang babae,Ehh sabi nya babae daw ang unang nag mura ,pero sya nmn ang masmaraming lumabas na bad word sa kanyan bibig.Tapos pinaiyak nya ung babae ,tapos sabi sya ng sabeh na e explain daw eh ilang beses na nga i nexplain ng babae ,di nmn sya nakikitig ,sabi lang sya ng sabi na Ang point nya daw"tapos sasabihin I explain ,,d shing aba matindi ka kuya
zcelel gaming tanga ka.. wala ka pang experience mag work call center noh? di na bago yang murahan na ganyan. kaya nga may mute eh. pareho kayo ni ate. pareho kayong tanga
Tikal Alon look at ur self first before judging anybody
zcelel gaming as an agent you should be able to handle irate customers..patience is a very important key when it comes to this industry..atsaka may spiel naman eh para sa mga customers na nagmumura o bastos..sa ganitong trabaho di talaga maiiwasan na mkaencounter ng ganyang customer..hindi naman sa customer aq kampi ha..pro kasi yung customer frustrated sa service ng company at since ang agent ang rep doon nya naibubunton ang frustrations nya..
NO!!! Bilang isang customer wala parin tayong karapatang magmura dahil nagtatrabaho lang sila at meron din silang sinusunod na patakaran...
E nagbabayad sya so right nya na magalit. Si ate girl binabayaran para pakinggan yung galit ng consumers. "yeah, that's my job. For 5 years minumura ko ng ibang lahi. Pero that's my job and I'm being paid", part pa nga ng trabaho nya na icomfort si consumer at bigyan sya ng ease. Hello may training naman jan, how to handle irate consumers. Maaighad. Magresign kung di magawa ng tama ang trabaho. common sense.
-kay kuyang consumer naman, saludo pa ko. Josko pag may problema pldt ko gusto ko ng sunugin yung pldt office, ilang mura din ang nasa isip ko di ko lang masabi. Di naman kami nagtatae ng pera no
san po ung part na bastos ung lalake?
wala nman ah.
(just asking)
hi nico, saan naging bastos ung cx ? in a lot of ways... sa pag mumura, interupting the agent wiile talking and being sarcastic po atbp not to mention the way he sound over the phone ... rudeness comes in many forms. pero still mali din naman ang ginawang pag retaliate ng agent s cx ... hence what im trying to point out is mali din na mag mura ka sa agent na kinakausap mo kahit pa galit ka we have to understand na all the information given was also based from their resources limited din lang ang kaya nilang gawin so baka pede intindihin mo na lang or inquire for other options malay mo ma resolve ang isue s ibang paraan meet halfway sabi nga ...give and take lang yan , o diba hindi din naman na solve yung concern nung cx. ( just saying ) peace tayo ha sorry ha kasi naawa lang ako dun sa bata.
As recent events with our country's leaders have shown, the expression 'P.I.' meant as a sign of frustration can be interpreted by some people to be a personal attack. But this clip is ancient. Bakit ngayon lumalabas ang mga bagong comments? Orchestrated trolling kaya? Having attended a customer service course myself, we were told that 'P.I.' or any profanity is not directed against us. Mukhang staged ito. Masyadong hilarious kasi.
Yeah, iconnect mo lahat sa present admin. 2006 pa yan naupload and even pinagbintangan mo pa ang rival telco dahil sa comments. Man, you are stupid. ganda pa naman ng pormo mo pero sa galit mo sa present admin at sa PLDT competitor nalimutan mo gamitin ang gray matter mo.
Nico Nunez sinabihan sya siraul daw sya.. ahaha
Oo nga napamura yung lalaki dahil hasel nga, pero di nya direktang minura yung agent
Pwede naman magmura basta nakamute haha magkaiba naman kasi yung "tang ina" sa "putang ina mo" kasi wala naman sinasabing specific na tao yung "tang ina" ang mali ni agent masyado siyang sensitive dapat pag nag apply ka sa mga ganyan specially bpo mahaba pasensya mo at di ka madali ma offend at handa ka sa mga ganyang pangyayari kasi di talaga maiiwasan yung customer na rude. Hindi pa nga masyado rude si caller eh naiinis lang siya kasi nga naman nagbabayad siya pero di naman sulit yung binabayad niya. pano na lang kung yung iba na barumbadong caller talaga natyempuhan niya. Tsk im sure mabigat ang punishment na binigay kay ate. Sadla.
hi joy
aysss bebe Kailangan ba talaga specific? Kailanagan ba talaga may "mo" ang mura para masabi na siya ang tinutukoy? Grabe, dalawa lang sila naguusap, siguradong yung agent na yung tinatamaan, wala talagang common sence ang mga tao.
It's not the agent naman na direct na minura ni caller.. I'ts the service that the company provided kaya sya nakapag mura.. masyado lang sensitive si ate girl... At the first place bago sys ng apply dapat alam nya yung nature ng work na pinasok nya..hahaha nakalimutan mag mute ni ate girl.. hahaha
xggf
,
isip-isip bago mag.comment.. obviously wala kang alam sa customer service kaya tumahimik ka nalang.. obvious na nga na tanga yung agent diba?? lol
hahaha feel the customer's frustration hehehehe :)
Minsan mali na rin ung customer , na mag umpisa ng pagmumura. Nakakapika rin kapag minura ka ng customer. Palit kaya kayo ng pwesto , ano gagawin mo raul? Hindi ka dapat magpadalos dalos ng galit mo. Unang, una kahit sabihin "customers are always right" tao pa rin yang kausap mo, kung ano lng yung info na nasa kanya iyon lang sasabhin nya, Anong malay nya dun sa technicallities na ginagawa. Katarantaduhan yang salitang "Customer is always right" . Para lang yan sa Di makatao.
His right he has the right she has no right to argue with the customer its the company's fault the employees don't even know what the company's selling and the angry customers are arguing with the call agents which have no part in this.
hahaha mute naman kasi before mag mura hahaha ate naman kasi. :)
"Putangina mo tumahimik ka" HAHAHAHAHA
yes. looks like she forgot to press the mute button haha. isa ito sa problem ng ilang mga may experience sa call center na tech support sa dsl or any field, nag mama angas. haha.. siguro nesting pa si ateng at 1st time nya siguro.
as a csr/tsr dapat magprovide ng best solutions sa customer in a polite manner. pigil pigil din dapat ng emosyon haha :D kahit minumura na ng customer be professional pa din dapat at wag papatinag :D badtrip ung customer sa service ng pldt hindi naman sa mismong csr kasi alm naman nyang employee lang yun dun.. kaso ayun dahil sa pag mura ng kumpleto ni ate nabadtrip din si customer sa kanya. hahaha! :D
They have the spiel on these kind of situation tho. “ i do apologize, sir/maam, but we would like to maintain the conversation as professional as possible. We don’t tolerate any abusive words or language or i will be forced to end the call.” Ganerns? Pero 13 years? TL na kaya si ate???
ang korney mo sir kung nag callcenter lang nman sya di nmn talaga sya ung galing sa pldt pisti
No. Being a call center sa isang company, dapat alam mo kung pano mo idedeliver ang ganung situation either alam mo pano sosolusyunan o hindi. Pwede nyang isuggest na tumawag sya ulit mamaya pagdating ng supervisor. Tatanga-tanga ng Agent. May mute din naman kasi yung headphone
Mali ng agent.. naiintndhan ko si customer. Nagbbyad xa.. and as a consumer dapat mkuha nya yubg service na bnabyaran nya. Kung d kya ireaolve ni agent yung issue, may ibang department nmn na pwede tumulong. Pwede account services or retention. Dnt know anu meron jan. Nkit nya ksi sinosolo yung issue. Pa hero kasi sya. Paulit ulit lng yung xplanation nya. And about sa pagmumura, d nmn para sa knya yun, natural mapapamura ka sa bad service, the fact na needed ni customer yung srvice, kya gnun n lng yung reaction nya. Tulad lng halimbawa, nagpaunli ka. Tapos bgla lng nabawsan load mo. Db mapapamura krin sa glit. Kasi ur not getting the service ur paying. And isa pang tangang agent. May mute nmn.bkit nya kinalimutan mag mute. Lol. So km with the customer. I worked in a bpo industry btw, telecom dn , US based. Kya naiintndhan ko si customer. Si agent ang mali. And cx was just calm sa converstion nla. Nagvevent out lng xa sa frustration nya. Nagalit lng xa nung minura sya ng agent.
Sprint? ahaha
Hahahhaa leche hindi nya namute wahahahhahaahahhaa utas
Kung napindot mo sana yung mute wala sanang problema
Automatic agents fault. I'm also an agent wala lng yan sa mga foreign customers na nata2nggap nmin. It should be transferred to the appropriate department.
2021 na nag aaway pa din tong dalawa na toh?
Parehong may issue si customer saka agent. On the part of the customer, I know na nakakafrustrate naman talaga, however he should understand na this is already out of hand ni agent since network na ang may issue. Sa part naman ni agent, she could have provided a better way to explain na out of hand na talaga yung issue and dapat hindi siya naging emotional while handling the call. Seems na bago pa lang siya during the time of recording ng call na ito... Ang hindi ko lang maintindihan is bakit 9 am pa avail ang supervisor. Dapat laging meron yan eh.
As someone who's worked floor support and coachng for customer care, nakakagulat 'to, in fairness. Nandun na tayo sa nakakakinis yung customer, pero may mute at hold naman.
Di napigilan ang nararamdaman. Walang murang ginawa yung customer sa agent kasi expression nya lang yun. jusq hahahahahaaha
true kahit sino naman nagmumura e wala naman siyang specific na minura ang sabi niya lang "tangina naman" hindi naman "tangina mo" magkaiba yun
As a TSR, yung bungad ng customer is maayos. Bihira yung ganyang customer na nawalan ng service for 2 days tas mahinahon pa. Madadaan dapat yan sa maayos na empathy and rapport, kaso yung agent hindi ata nabasa yung laman nung JO nya at walang natutunan sa training. Nagiiyak pa. Susko!
Sabi nga ng Eraserheads, "Lahat ng tao nagmumura, lahat ng tao namumroblema. Lalaki man o babae, matanda man o bata."
Hahaha!
if you give a resolution you should stand to it
Actually nangyari rin sa akin pero di naman ako minura kac di naman ako nagmumura... pero ang unang problema sa pldt is ung waiting time sa pagsagot ng representative minsan aabutin ka ng 30 mins. kaya lalong nakakabad trip.