Globelines Customer Support and the Magic Words

With just a thought that I could not make NDD calls this holiday season already disappoint and saddened me.

I did my best the system failure I am experiencing for weeks will be fixed before Christmas – December 25.

As expected, as the day comes closer, I storm Globelines Customer Support with my follow-up calls – inquiries about the status of the problem, and requests for prioritization.

Many of my calls were escalated from customer service representative (CSR) to Globelines Customer Support supervisor. Actually the only difference between CSR’s and supervisors is the ability of the later to listen and propose solution plus an assurance that the problem reported will be taking care of.

Two days before Christmas, I didn’t have enough patience and finally voiced-out my disappointment. I demanded to talk to Globelines Customer Support supervisors or better to the managers.

Globelines Customer Support supervisor named Jessie Castro handled my call. And he absorbed all my disappointment. He was just calm, he let me see the situation and allowed me to see how they worked on the system failure of Globelines that I encountered. It pacified the situation. But the pressure still high!

Just before we end the call, I said thank you to him (still with angst). As I heard Jessie Castro, I saw him smiling and said a sincere-sounding thank you. And added, ..sir, Merry Christmas!

I was silenced for a moment as if the words I heard was a potion that instantly transformed me. It was magic! The words made me smile – a reminder to me that I am not a machine.

Ah okay, thank you. Thank you for making me smile. Goodbye. I sincerely told Jessie Castro. I feel so light the rest of the day.

I realize that in this modern world of noise and haste, some words still charmed with majestic effect. I don’t need to demand, I just say please. I just don’t appreciate, I should be also grateful – so I say thank you.  And it doesn’t burn much calories if I’ll be too generous in saying, Merry Christmas!

Merry Christmas to all readers of Third Wave.

Merry Christmas to all bloggers! My special greetings to members of Cebu Bloggers Society.

Postscript 1: I got an early Christmas greetings (through IM) from Jorich of Beyond-the-Norms and of course, a very good friend, Clarence of Dahong Laya always has the heart to remember to greet. Kevin Ray Chua of Mar Roxas 2010 personally greet through mobile phone.  Weng of Mga Huna-Hunang Layaw was of course the first to greet. Inspiring indeed!

Postscript 2: My most admired mentor (Professor), Ruly Cagadas, send his greetings from Malaysia. Sir Ruly Cagadas is currently serving as Professor in a university in Malaysia.

Postcript 3: I think another magic Christmas brings to us is that our hearts is set to remind us to remember people close to us, especially if those people are away from the Philippines. My former colleague and friend, Phoejane Fabe sends her greetings from Vietnam. Ma’am Jane as we fondly call her is among the best English teacher in Vietnam. Sir Julieto Natingor, another former colleague also send his greetings from Dubai.

Postscript 4: My special greetings to Darlene of  My Life, My World. Darlene is one of the best blogger among Filipina mommy’s is the US. Merry Christmas to you Darlene and to your smart son and to your very ‘buotan’ husband!

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Improve Globelines Customer Support

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. -JERRY FRITZ

The Globelines Customer Support needs a major overhaul.

Personally, I been sick for several times after talking to Globelines customer service representative. Indeed, calling Globelines customer support department to report and follow-up problems give me more stress rather than giving me little hope.

After every call I made to Globelines customer service representative, I feel certain trauma that I wish I never did it.

Recently, I got the nerve to call Globelines Customer Support to follow-up the interconnection issues that I encountered. For the record, my problem is already 36 days old and every time I talk to Globelines customer service representative, I’ve been told to monitor my line within 24-48 hours and my line will be fixed. The 24-48 hours pitch is already worn-out but they are still using it.

My call on November 30, 2008 was very significant because for the second time, my call was cut-off while I was talking. Obviously, I was talking about the issues I reported. I may have sounded like an angry cow that’s why the call was cut-off. I wish to apologize to Globelines Customer Support department for calling them and giving them headaches. But I deserve to get a feedback why they such things to subscribers.

The most ridiculous experience I had with Globelines Customer Support was when I was talking to Globelines customer service representative but after awhile he asked me what did I say. He did not listen to me.

I notice that Globelines customer service representatives are consistently inconsistent. On October 26, I made my first call to Globelines Customer Support because I could not call to local numbers outside Globe network. I was told that it was a normal behavior of Globe. I was amazed but I gave the customer service representative a chance.

Then, I was told that my problem was already closed. But my line has not been fixed. So I protested. Then, there was an assurance that they will call me to update me with the progress of the much-awaited resolution to the problem.

On my part, I feel I already did everything to help them solve the issues I reported. I call, I email but sad to say, I get bad treatment.

After all, it’s all my fault because I was not smart enough to make good decisions in choosing things.

I just hope a miracle happen and Innove Communications act before October 25, 2009.