I just got disconnected from a call I made to Smart Bro's customer service hotline. I was complaining about our poor internet connection at home in Cebu and this male Customer Service Rep disconnected the call while pretending that there's a problem with my connection to their hotline.
SHEESH! I've worked as a Team Leader and as a Quality Specialist in call centers before so I KNOW very well the "techniques" of CSRs to avoid calls, especially when the customer is pretty difficult to handle.
I've had similar experiences with Smart Bro's Customer Service department. That's why we switched to Bayantel years back. Most of their CSRs are plain incompetent. I wonder what kind of training they undergo because they sure hell need some spanking!
I know what ticked the CSR I was speaking with. I didn't agree to undergo all the useless troubleshooting with him because, like what I told him, I've already done everything that should be done because I'm very technically knowledgeable. Well, I actually had Mai do it since I'm still here in Manila but she's also techie so she knows what needs to be done.
I knew the problem was not within our premises because our internet connection is very good from morning 'til the afternoon. But for the past week, in the evening, we usually experience intermittent or no connection at all. That's what I told him when I was explaining why I don't think the problem is with the router we're using. But, no, he kept on insisting that I disconnect the router and connect the antenna directly to the goddamn computer. Sheesh! How incompetent and stupid can they get?!
He's lucky I didn't get his name. If I did, he'd wish he was dead.
Okay, just exaggerating. But, I'll make sure his supervisor and the whole department would know about it.
He sounded incompetent and like a newbie to me. He can't even say his scripts straight. Sheesh.
CSRs should all be trained on how to handle difficult customers, especially today when everyone is becoming more and more demanding when it comes to getting quality customer service.
Attention, Smart Bro Customer Service Department - better evaluate your CSRs.
I spoke to this very rude and incompetent CSR at 8:51pm today, October 18. The call lasted for a few minutes only because your CSR disconnected the call. I hope the call was recorded.
He pretended to complain about my connection to him, saying that the line was choppy, and then the line conveniently gets cut off while he was still saying "So nakarouter pala kayo..."
Tsk tsk. If he was my rep, he wouldn't get away with it. Wait, let me rephrase that. If he was my rep, he wouldn't even think about doing that to a customer 'coz I coach and guide my reps very well. And that's 1 thing I'm very proud of.
Hayyy... kakamiss tuloy mag-coach ng mga agents, lalo na mga pasaway. It's really gratifying to see naughty CSRs start behaving because of me and my coaching. Gosh. Magbuhat ba ng sariling bangko. LOLz.
UPDATES
The only thing good we got out of this complaint was we had the RJ45 cable replaced after Mai requested for it from the tech who came over. The cable wasn't the problem actually because we get good connection in the morning. Funny thing, though, the technician acted like that was what fixed the problem. Sheesh. Why does it always happen that when a technician comes over to fix your connection problem, it seems that everything's running perfectly okay?! That's just mind-boggling, really.
And regarding that rude CSR who hung up on me, I hope they made sure all the CSRs know that there are customers like me who do complain and can get their asses in trouble. Fear of receiving complaints against them should be instilled in these agents so they can take their jobs more seriously. Sheesh.
10/20/2009 (1.44am):
If you check the comments below, someone from Smart read this complaint and they're asking me to send them an email to investigate the disconnected call and our internet connection problem.
Well, I sent them the email just now, including screenshots of traceroute and ping tests performed by Mai at our home in Cebu to show them how BAD our connection is.
I really hope they can do something about this.
But it's good to know that they're also "online", y'know. That they actually care about what's being said about them online. I really hope, though, that they take action and finish the job to make customers happy.
Hi,this is from Smart communications, we would like to investigate this further and help you with your smart bro connection problem. kindly email us your account details and contact no at ISMS@smart.com.ph. Thank you
ReplyDeleteI am a very patient Smartbro customer. It is sad to know that their management spends much for advertisements and not in developing their people.
ReplyDeleteMarkD
was wondering what happened with your issue? did you email smart comm? what was their reply? Thanks!
ReplyDeleteYes, I sent an email to them. They sent out a technician days after. I mentioned that in the updates at the bottom of the post.
ReplyDeleteRe: the rude CSR, no idea what happened to him. I didn't get any updates but they said they will investigate further.
I told one of their CSR's to cut my connection. since i have been with them for a year already, i didn't have to pay the cash bond sht.. 24 hrs later, i dint hav any internet connection anymore.. so i thot everything was ok. a month after, they sent me a bill, asking me to pay another month.. i ignored it, thinking that it was jz a mistake.. 2 months after, they were sending me legal papers.. telling me that they will put me in the blacklist.. f*k them. like i care. their internt conection sucks anyway.
ReplyDelete