Complaints are gifts from customers
I was fortunate to have worked with Far East Bank whose main thrust was customer service. That is why we were always asked to attend trainings and seminars to help us improve our service to customers. In these seminars, it was always reiterated that “Complaints are gifts from customers!”
At first I find absurd if not outright ridiculous. But as the trainings and seminars progresses, it made more sense to me. A customer who is complaining is far better than a customer who doesn’t. A customer who complains is actually giving us a chance to help us improve our service and fix any lapses we may have. Whereas a customer who doesn’t complain and just leave is giving us no opportunity to fix any dissatisfaction he may experienced… and worst, this dissatisfaction could multiply outside our business without our knowledge.
Do you get back to your customers?
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.
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