Do you get back to your customers?

November 5, 2008 by Roy
Filed under: Blog, management, roysville, service

When I didn’t have my internet connection back within 24 hours after paying my account, I called the Digitel Hotline. They are clueless as to my problem but got the details of my concern anyway, saying that they will refer the matter to their customer service, followed by their script “Is there anything else I can do for you sir?“

96 hours later and my internet connection still was not reactivated. I called the ‘Hotline’ again to inquire. Again, I was asked the problem and details of my concern, and again I was told that it will be referred to their customer service (so the so-called ‘Hotline’ is not customer service after all).

In both instances, the telephone operators couldn’t promise anything to me nor said that they will update me or get back to me of my concern. All I can do is wait… and wait I did.

That’s one aspect of service that most companies fail to do these days – getting back to their customers. This is a reflection of poor service. The customer has the right to be informed whether his concern has been acted upon or not. The customer has the right to be updated whether the feedback is positive or not.

Customer service is not a one-shot deal. It’s a continuing conscious delivery of consistent quality service to customers. This consistency is oftentimes tested when the company faces customer’s complains. They think that as long as they were able to solve the customer’s problem, they can just wait for him to make a follow-up. And if they can’t solve the problem, they hope the customer would just forget it or it will solve itself.

Don’t let them wait, get back to your customers before they make a follow-up. That is one way of delivering quality service. And please, be consistent with your service.

As for my internet connection, it was reactivated the other day because I personally went to their office. No thanks to their customer hotline.

One more thing – please don’t ask your customers if there’s anything else you can do when you can’t even solve the first concern.

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Tags: consistent, customer service, delivery, digitel, feedback, get back to customers, handling complains, hotline, internet connection, poor customer service, quality, update

Comments

6 Comments on Do you get back to your customers?

Angel Cuala on Fri, 7th Nov 2008 3:34 pm

Actually, I encountered the same problem at SmartBro and I guess it’s part of their ethics to ask that question. They also tested my patience, but they passed.

I mean they “passed” because they still maintain their composure after I “shouted”. Just glad I did not have to go their office.

Part of the game, I guess.

[Reply]

Roy on Fri, 7th Nov 2008 4:41 pm

Hi Angel,

Yes, I believe it is included in their ‘script’ although it’s really quite frustrating to hear when your problem wasn’t really solved.

Thanks for dropping by.

[Reply]

PinoyCopywriter on Wed, 12th Nov 2008 12:33 am

My girlfriend is having the same problem with her Internet connection. She’s subscribed to PLDT’s MyDSL. Sometimes she doesn’t have connection for hours and no matter how many times she called tech support, they couldn’t tell her what’s wrong. Or at least they wouldn’t admit they didn’t know what’s wrong.

I’m using BayanDSL. Connection is good. Speed is good. My only complaint is that every time our phone rings, I get disconnected.

Oh, well, I guess there’s no perfect ISP.