I have always liked Globe Telecom. Because of the signal and service, it works great.
But in every great thing, there's always something there to ruin it. In Globe's case, the people they hire through Twitter and telephone lack training on how to handle and understand irate customers. If they can't handle that then why work there?
Not everyone can be pleased and there will be complaints after complaints. What customers need from you is an apology and a willingness to take action and help. Patience can only be stretched for so long and it will break eventually.
I have been constantly misinformed by Globe's Customer Service Reps via telephone and now, via Twitter. I make plans based on the information they give me. I like to change my postpaid services usually and I always do that in advance. I rely on them to make sure to provide me with accurate information. I even asked up to two CS Reps before I proceed with something. But then, issues with billing and contracts got the best of me and honestly, I no longer have any ounce of patience to give.
I'm ranting on my Twitter right now with their account (@talk2Globe) tagged and it's like I hear crickets; they don't acknowledge the blunder they did nor did they even apologize for it. What's more, they use their 'general account' and not 'specific' Reps from Globe to respond to me and tell me nonchalantly that my contract ends on 09/29/13. I asked two reps (two months ago) when my contract will end. They both told me it's 08/29/13. WTH! After freaking TWO MONTHS, when I'm already requesting to change my existing plan by the end of the month did they decide to tell me that my contract ends on freaking 09/29/13!
Yes, I'm definitely pissed off! Pissed off at the Customer Service; Globe seems to like hiring people who actually do not have a sense of conscience, empathy, responsibility as well as INTEGRITY.
I was so, so grateful in the past; their CS was great with simple issues but when the bill, service or contract is involved, they seem to plummet suddenly.
I can understand their constant stress because I have also worked as a CS Rep but come on, even my patience can only be stretched so far. Getting disrespected and ignored is simply not right. Understand that any customer will get angry when they are ignored and when their needs are never acknowledged. Action is always important to them and as Reps, it's your responsibility to help customers whether they're irate or not.
Customers RELY on YOU to take care of their accounts and to resolve their issues. Please show some sympathy and empathy. Have some heart, respect and integrity. I know there's no perfect service however, you can strive for it by doing your job properly. Globe thought you were competent, prove that you are.
Do you want to hear people say: this rep named ***** ruined my account, this rep, *****, lied to me or this ***** who's a rep was extremely rude. Yes, people might not know your real name but can you stand the thought of knowing that behind your back people are telling you to drop dead? Oh, yes, there are customers like that.
Please don't just do your job to receive pay. Do it with care. If you believe in karma, then you should know what you do unto others will also be done unto you.
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