Blue Customer Ive always thought I would have been a Smart customer by now. Something happened though while I was at their cramped SM North Wing center that changed all that. I was 15 minutes into my transaction when their representative had to boot me out of my seat in lieu of a very assertive elderly woman who, at my expense & tough luck that afternoon, demanded to be accommodated right then & there. Although I respect the prioritization of the elderly & their rights to prime care, I still find unconscionable to this day that I had to be removed in the middle of an ONGOING transaction to make accommodations for a blustering senior who superciliously refused to follow the queue. That day Smart lost its smarts & lost a potential customer- a smart one. :) Later on it has repeatedlt daned on me that Ive made the right decision. Theyre populist & their queues are longer, not to mention rowdier. You dont pick your device right away at Smart. Theyre always in back order. They also dont bother contacting you to inform you of updates in regard to your order. Mind you this. The English of their over-the-phone representatives is as bad as the make up & grooming of their in-store representatives. I still find Globe in-store reps to be by far more personable & better-looking. The guys are way cuter. Theres even one who wears a Versace perfume. Although Smarts reputed to have faster data speed, the speed of their customer sevice efficiency undercompensates it for this, so Id stick to Globe whose reps have far better people skills & whose synapses dont run as slow as any networks Flintstone-ish 2nd Generation internet connection. My needs are simple: I want to be treated right & be accorded the highest level of customer care & the lowest level of effort in accessing their service or in contacting their complaints department should I have the need to demand for executive solutions, which I often do. Whenever Id get with Globes customer care, theyd right away usher me at their Blue Customers desk, & its always their senior rep whod take care of my needs. I dont know what Blue really stands for - maybe for Unhappy customers or maybe for Blue Jasmines ( check this movie about Cate Blanchetts character whos gone insane). I guess they have something on my account that reminds everyone that I once read to them a six-page, well documented complaint letter that cumminated to a request for a tower to be put up in Banawa or Id initiate a mass cancellation & give the local media an interview regarding their then poor quality of data service. Anyway, their services since then have improved & their reps have been consistently sterling with the service that they gave me, not to mention the fact that the girls have a good choice of makeup brand. In return, I made their jobs easy for them. This afternoon, I spoke to an apparently new rep who was kind, polite & cute. Heres a transcript of my interaction with him. Emma: Hi! How are you? Rep: Im fine. Good afternoon, Maam. How can I help you? Emma: Good afternoon. I may sound a little bit assertive to you but rest assured that Im only helping you help me get what I want in the least amount of time, ok? Rep: Yes, Maam. Emma: You might see that my phone just came out of its contract effective end of August, right? Rep: Yes, Maam Emma: Good. Im a happy customer so Im not cancelling. This is what Id like you to do for me. Put my line of service in a most cost-efficient plan that still offers unlimited call & text but without the data. Now, this plan, whatever it maybe, should still allow me to place & receive international calls & sms at the same rate as what my unlimited data post paid plan offered. Although you have to block my usage against your networks cellular data casual charges, make sure I can still run my iPhone on Wi-Fi connection or my portable Mi-Fi hotspot plan that Ive got from you without the surprise charges. This plan should only be transitory & should not lock me up in a new or extended contract because Im not renewing my service commitment nor upgrading to a new phone & your newer price plans & services until early next year, when you will probably have the new phone that I want available. Make sure this new plan takes effect on the 11th which is when my new cycle kick-starts because I dont want prorated sticker shock on my September 30th bill which I should expect to be only significantly lower than my unlimited data bill. By the way, I know what plan it is that Im talking about. Ive already researched its features & limitations on your website. It is the---- . Is that right? Rep: ( smiling ) Yes, Maam. The rep then went on doing the provisioning stuff in his computer. And while he went about updating my service package, I gamelt asked him this: What tools are you using by the way? Do you too use i-C@@@@ or still the old C$$? The rep was laughing. Emma: Now, lets do the survey. Its not me doing it for you. Its you taking a survey for me. Was I being clear about what I want done? Rep: ( Laughing harder ) Yes, Maam. Of course. Emma: Have I only been polite to you? Rep: Very Emma: Is my request just reasonable? Rep: Yes, Maam. You made it even easy. Emma: Sorry if Ive been speaking in English. I had no trouble with Bisaya but you might have. Im difficult in Bisaya. Rep: Its Ok, Maam. Ive done your request. Emma: Good. I dont need a confirmation by the way. I saw your name Dominic on your ID Badge, & I guess thats your employee number in fine print. Ive memorized it including the time & duration of this interaction. Five minutes later, Ive even learned that Dominic is in a relationship, or says his Facebook.
Posted on: Mon, 08 Sep 2014 08:51:03 +0000
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