As seen/heard on TV: PLDT myDSL Call Center Agent Curses at Caller

ajoyride · Oct 12, 2006, 01:37 AM

http://politicalpinoy.blogspot.com/2...curses-at.html

anong masasabi nyo?

lonely_pinoy · Oct 12, 2006, 02:10 AM

well, malas lang ng girl mukhang defective yung device niya na nakakabit sa headset niya. she's probably not aware of that. if you're working in customer service be prepared to curse by irritated customers.

kung ako yung girl, i'll do the same thing, mumurahin ko rin yung irritableng customer pero dapat sigurado akong working properly yung mute button ko. kawawa naman yung girl mukhang mawawalan ng trabaho, the entire conversation is on tape kaya wala siyang kawala, talaga namang siya ang unang nagmura at expression lang ng customer yung mura niya. hindi bale na, namura naman niya dapat dinaminhan na ng girl yung mura niya kasi siguradong sisante siya sa work niya.

bluethehero · Oct 12, 2006, 02:18 AM

kawawa naman yung girl. mas malala pa sa Sky Cable, 14 days nang Walang Cable.

ruger97 · Oct 12, 2006, 04:17 AM

sana bumili na lang ng phone card yung consumer...sana nanahimik na lang yung customer service agent. nasan ba ang team leader nung time na yun...

1718 · Oct 12, 2006, 09:03 AM

argh.. kawawa yung girl. well..cant blame the guy too..

st.anger · Oct 12, 2006, 09:30 AM

know what? i'm with the CCA here. that guy was being unnecessarily cruel. but she should have held back.

shychic · Oct 12, 2006, 09:36 AM

Tsk, customers are not always right after all.

The agent sounds very green.

Aren't team leaders supposed to be on duty 24/7? Atleast they should have taken shifts.

flimmeryrose741 · Oct 12, 2006, 09:45 AM

eww.. when she started to cry.. it was so creepy and unprofessional. She should have not cried! Yun lang naman eh. Ok lang naman na nagmura siya but she should have at least, have someone else talk to the customer tapos punta siya bathroom. Pity nga. Pero hindi naman kasalanan ng customer.

It's the management's fault kasi yung serbisyo nila sobrang bagal and unsatisfactory.

flimmeryrose741 · Oct 12, 2006, 09:48 AM

question. Sino naman yung nagpakawala ng record? I mean like who posted on the net? Was it on tv?

1718 · Oct 12, 2006, 09:57 AM

i checked if ever these two got friendster. wala e. sayang.

beachbum25 · Oct 12, 2006, 10:47 AM

the recording should not have been released. kawawa talaga...

cairo · Oct 12, 2006, 10:59 AM

nakakainis naman talaga kapag di maganda yung service tapos may call center agent na di ma-address yung problem. pero ako, as long as nararamdaman ko na gusto akong tulungan and mabait yung agent, di ako magagalit. pero once i feel na "pabanjing-banjing" lang yung agent at halatang walang pakialam, then aawayin ko rin. pero hindi naman ako magmumura. pagsasabihan ko lang. my sister works as an agent so i just imagine na sister ko yung kausap ko. but in the same way, pagsasabihan ko siya kung out of line na siya. trabaho nyang makatulong sa customer, and binabayaran siyang gawin yun.

halata namang frustrated na yung caller. her job is to ease that frustration... yung "sir, i understand and i'm very sorry..." hindi *** magmu-mute pa siya kunwari para mag-mura. yung mga cashiers sa fastfood walang chance na mag-mute pero you don't see them swearing at the customer. at mas mababa di hamak ang sweldo ng mga yun. mas nakakapagod pa. in my opinion, some agents just have the attitude. not all ha... some!

flimmeryrose741 · Oct 12, 2006, 11:38 AM

cairo.. oo nga, marami naman talaga call center agent na sobrang unprofessional. I played it again, it made me laugh.. hahahha.. the part where she cried. Oh my goodness!

Hindi naman talaga fault ng customer yun eh. I am now convice it was the agents fault. Isa pa, who doesn't curse nowadays? Normal naman yan eh. I mean in our society nowadays cursing is becoming part of everyday conversation.

Besides the guy was just saying fu ck to the whole situation, the girl could have said "I know sir, but I really can't do anything about it".

I think the issue here is that wala masyadong training. The agents should know the in and outs of the company. I mean your calling because your asking for help, tapos wala lang? kaya helpdesk nga eh. Tapos "sorries" lang yung sinabi. Sino naman hindi maiirita.

***avonlea*** · Oct 12, 2006, 12:43 PM

kasalanan ng PLDT... frustrating naman talaga yung situation ng guy at yun naman ang minura niya hindi yung CSR... yung CSR, kailangan pa ng training at bakit wala silang supervisor?

cairo · Oct 12, 2006, 12:55 PM

flimmeryrose741 -

tama!

avonlea - i think palusot lang ng agent na wala pang supervisor. no-no kasi sa kanila na ma-escalate sa supervisor yung calls e.

share ko lang... my sister was so frustrated w/ a caller who kept insulting her (i hate your accent! are you american? you must be from a poor country! i hate your accent! you're stupid!...) that she just walked out. based sa call, inamin ng supervisor na she can release the call (cut the line). pero yung pag-walk out nya, di daw pwede. so she was suspended for that. hehehe... so malaki talaga yung role ng supervisors. sana na-train ng mabuti yung agent...

kat · Oct 12, 2006, 01:03 PM

yaiks.. i feel sorry for catherine, but i can understand the caller's point too.
nasan ang lead o kaya supervisor? kulang pa sa training..

i used to work sa collections and believe me, mas sobra pa don ang natatanggap ko..kaya nga nagka hypertension ako

g24_tolks1 · Oct 12, 2006, 01:07 PM

siraulo yung customer.. alam na ngang may inaayus eh. nung sinabi nung babae na inaayos ang software, dun palang dapat tumahimik na siya. anung magagawa ng telephone operator lang sa system ng dsl? anu yun, pasisindihin ang ilaw na alam na ngang brownout?! taena..

kung talagang kailangang kailangan na niya gumamit ng internet e di sana nagrent muna siya kesa sa reklamo pa ng reklamo e wala na din namang magagawa, nagsayang lang tuloy ng oras. tapos ayun kumalat pa tuloy sa web yung usapan nila nung haliparot na agent.. hassle hassle pa daw.. diput@ ka.. nakakanginig..

temperature · Oct 12, 2006, 01:10 PM

The call center staff sounded soooo unprofessional even before she did the crying game. She sounded even more childish when she attempted to turn the tables around while vehemently denying that she did curse.

I can't help but take the side of the customer. He's right, he's the one experiencing the hassle. The call center staff is supposed to come to his aid.

I do not agree to some who said that she should have pressed the "mute" button. That is simply condoning the choice to curse back (granting he cursed on her, which he obviously did not), when in fact the call center agent should be the one seeing the situaltion in a more rational point of view, regardless of the behaviour of the customer.

She should have simply kept quiet...

^pusa^ · Oct 12, 2006, 01:17 PM

nakakaawa yung babae hehe nasisante na siguro yun

dj_sensui · Oct 12, 2006, 01:26 PM

unprofessional nga yung CSR.


Oct 12, 2006, 01:37 AM	#1
ajoyride Member Join Date: Oct 2005	As seen/heard on TV: PLDT myDSL Call Center Agent Curses at Caller http://politicalpinoy.blogspot.com/2...curses-at.html anong masasabi nyo?


Oct 12, 2006, 02:10 AM	#2
lonely_pinoy wag kang ganyan Join Date: Apr 2006	well, malas lang ng girl mukhang defective yung device niya na nakakabit sa headset niya. she's probably not aware of that. if you're working in customer service be prepared to curse by irritated customers. kung ako yung girl, i'll do the same thing, mumurahin ko rin yung irritableng customer pero dapat sigurado akong working properly yung mute button ko. kawawa naman yung girl mukhang mawawalan ng trabaho, the entire conversation is on tape kaya wala siyang kawala, talaga namang siya ang unang nagmura at expression lang ng customer yung mura niya. hindi bale na, namura naman niya dapat dinaminhan na ng girl yung mura niya kasi siguradong sisante siya sa work niya.


Oct 12, 2006, 02:18 AM	#3
bluethehero Investment Banker Wannabe Join Date: Nov 2002 Location: Pallet Town	kawawa naman yung girl. mas malala pa sa Sky Cable, 14 days nang Walang Cable.


Oct 12, 2006, 04:17 AM	#4
ruger97 Punk in Drublic Join Date: Mar 2002 Location: Zero One	sana bumili na lang ng phone card yung consumer...sana nanahimik na lang yung customer service agent. nasan ba ang team leader nung time na yun...


Oct 12, 2006, 09:03 AM	#5
1718 android Join Date: Aug 2005 Location: Dao st.	argh.. kawawa yung girl. well..cant blame the guy too..


Oct 12, 2006, 09:30 AM	#6
st.anger tee hee hee! Join Date: May 2004 Location: here	know what? i'm with the CCA here. that guy was being unnecessarily cruel. but she should have held back.


Oct 12, 2006, 09:36 AM	#7
shychic Detoxifying. Please wait... Join Date: Dec 2005	Tsk, customers are not always right after all. The agent sounds very green. Aren't team leaders supposed to be on duty 24/7? Atleast they should have taken shifts.


Oct 12, 2006, 09:45 AM	#8
flimmeryrose741 Banned by Admin Join Date: Sep 2005 Location: location	eww.. when she started to cry.. it was so creepy and unprofessional. She should have not cried! Yun lang naman eh. Ok lang naman na nagmura siya but she should have at least, have someone else talk to the customer tapos punta siya bathroom. Pity nga. Pero hindi naman kasalanan ng customer. It's the management's fault kasi yung serbisyo nila sobrang bagal and unsatisfactory.


Oct 12, 2006, 09:48 AM	#9
flimmeryrose741 Banned by Admin Join Date: Sep 2005 Location: location	question. Sino naman yung nagpakawala ng record? I mean like who posted on the net? Was it on tv?


Oct 12, 2006, 09:57 AM	#10
1718 android Join Date: Aug 2005 Location: Dao st.	i checked if ever these two got friendster. wala e. sayang.


Oct 12, 2006, 10:47 AM	#11
beachbum25 Member Join Date: Jan 2006	the recording should not have been released. kawawa talaga...


Oct 12, 2006, 10:59 AM	#12
cairo Member Join Date: Jul 2002 Location: Mandaluyong City	nakakainis naman talaga kapag di maganda yung service tapos may call center agent na di ma-address yung problem. pero ako, as long as nararamdaman ko na gusto akong tulungan and mabait yung agent, di ako magagalit. pero once i feel na "pabanjing-banjing" lang yung agent at halatang walang pakialam, then aawayin ko rin. pero hindi naman ako magmumura. pagsasabihan ko lang. my sister works as an agent so i just imagine na sister ko yung kausap ko. but in the same way, pagsasabihan ko siya kung out of line na siya. trabaho nyang makatulong sa customer, and binabayaran siyang gawin yun. halata namang frustrated na yung caller. her job is to ease that frustration... yung "sir, i understand and i'm very sorry..." hindi *** magmu-mute pa siya kunwari para mag-mura. yung mga cashiers sa fastfood walang chance na mag-mute pero you don't see them swearing at the customer. at mas mababa di hamak ang sweldo ng mga yun. mas nakakapagod pa. in my opinion, some agents just have the attitude. not all ha... some!


Oct 12, 2006, 11:38 AM	#13
flimmeryrose741 Banned by Admin Join Date: Sep 2005 Location: location	cairo.. oo nga, marami naman talaga call center agent na sobrang unprofessional. I played it again, it made me laugh.. hahahha.. the part where she cried. Oh my goodness! Hindi naman talaga fault ng customer yun eh. I am now convice it was the agents fault. Isa pa, who doesn't curse nowadays? Normal naman yan eh. I mean in our society nowadays cursing is becoming part of everyday conversation. Besides the guy was just saying fu ck to the whole situation, the girl could have said "I know sir, but I really can't do anything about it". I think the issue here is that wala masyadong training. The agents should know the in and outs of the company. I mean your calling because your asking for help, tapos wala lang? kaya helpdesk nga eh. Tapos "sorries" lang yung sinabi. Sino naman hindi maiirita.


Oct 12, 2006, 12:43 PM	#14
*avonlea* Moderator Join Date: Aug 2000 Location: Seoul	kasalanan ng PLDT... frustrating naman talaga yung situation ng guy at yun naman ang minura niya hindi yung CSR... yung CSR, kailangan pa ng training at bakit wala silang supervisor?


Oct 12, 2006, 12:55 PM	#15
cairo Member Join Date: Jul 2002 Location: Mandaluyong City	flimmeryrose741 - tama! avonlea - i think palusot lang ng agent na wala pang supervisor. no-no kasi sa kanila na ma-escalate sa supervisor yung calls e. share ko lang... my sister was so frustrated w/ a caller who kept insulting her (i hate your accent! are you american? you must be from a poor country! i hate your accent! you're stupid!...) that she just walked out. based sa call, inamin ng supervisor na she can release the call (cut the line). pero yung pag-walk out nya, di daw pwede. so she was suspended for that. hehehe... so malaki talaga yung role ng supervisors. sana na-train ng mabuti yung agent...


Oct 12, 2006, 01:03 PM	#16
kat GHeTTo bOOty Join Date: Feb 2000 Location: L O N G B E A C H	yaiks.. i feel sorry for catherine, but i can understand the caller's point too. nasan ang lead o kaya supervisor? kulang pa sa training.. i used to work sa collections and believe me, mas sobra pa don ang natatanggap ko..kaya nga nagka hypertension ako


Oct 12, 2006, 01:07 PM	#17
g24_tolks1 safdz Join Date: Dec 2005 Location: kanto	siraulo yung customer.. alam na ngang may inaayus eh. nung sinabi nung babae na inaayos ang software, dun palang dapat tumahimik na siya. anung magagawa ng telephone operator lang sa system ng dsl? anu yun, pasisindihin ang ilaw na alam na ngang brownout?! taena.. kung talagang kailangang kailangan na niya gumamit ng internet e di sana nagrent muna siya kesa sa reklamo pa ng reklamo e wala na din namang magagawa, nagsayang lang tuloy ng oras. tapos ayun kumalat pa tuloy sa web yung usapan nila nung haliparot na agent.. hassle hassle pa daw.. diput@ ka.. nakakanginig..


Oct 12, 2006, 01:10 PM	#18
temperature Member Join Date: May 2006	The call center staff sounded soooo unprofessional even before she did the crying game. She sounded even more childish when she attempted to turn the tables around while vehemently denying that she did curse. I can't help but take the side of the customer. He's right, he's the one experiencing the hassle. The call center staff is supposed to come to his aid. I do not agree to some who said that she should have pressed the "mute" button. That is simply condoning the choice to curse back (granting he cursed on her, which he obviously did not), when in fact the call center agent should be the one seeing the situaltion in a more rational point of view, regardless of the behaviour of the customer. She should have simply kept quiet...


Oct 12, 2006, 01:17 PM	#19
^pusa^ »»meöw paö«« Join Date: Mar 2001 Location: under my desk	nakakaawa yung babae hehe nasisante na siguro yun


Oct 12, 2006, 01:26 PM	#20
dj_sensui Member Join Date: Nov 2001 Location: Metro_Manila	unprofessional nga yung CSR.