poor customer service
By Ritchelle
@Ritchelle (3790)
Philippines
August 12, 2009 3:21am CST
a lot of customer service of big companies in our country, the philippines, are questionable. is it just me, aware of the should be of such things, or this is a result of poor quality education? take for example:
a. meralco - there is a no. you text for complaints. you text them of a power failure that occurred in your place. of course you state your block no. and complete address and they tell you to give an exact location.
b. union bank (batangas, at least) - they let you open an eon account without briefing you of the fees you need to pay. at least the fees you need to pay to them (bank) is the only one they make you aware. but the fees to make that eon account active, the one that paypal asks for, is unknown to that branch and they still have to call the head office to find out what's wrong with the account you opened. i mean, if they offer services of paypal, they should be aware of how paypal runs.
c. kfc (sm batangas) - you wait and wait in line with the one in the counter entertaining a customer for more than 10 minutes. i thought there is a time allotted for each customer for quality service? then, if someone steps in your line, the crew just smiles at you for being beaten to it. duh?
d. banco de oro - they put php 1,000 as time deposit amount in their website and when you go open one in sm batangas they tell you it's 10,000. if you tell them the website they say yes, that's what's indicated there, but their branch requires 10,000. simple note of depends on branch on that site would have had given more client respect.
i know that you also have one or more of these same experiences...
3 people like this
9 responses
@patofgold23 (5069)
• Philippines
12 Aug 09
oh you said it right there.......
i totally agree with you on the POOR CUSTOMER SERVICE...
but your list is too short...
try every single store and bank and shop in the whole country...they all have poor service...
but well, what's new?
2 people like this
@Ritchelle (3790)
• Philippines
22 Aug 09
. and i thought i was the only one with these standards that bring about frustration...@patofgold23 (5069)
• Philippines
22 Aug 09
there's probably hundreds of thousands more out there..........
thanks for bringing it up!
@TheManager24 (1302)
• Philippines
12 Aug 09
Hi Ritchelle,
great points. i think bad customer service can be seen everywhere. well, one factor is "bad" is a variable. it depends on who defines it.
one thing is lack of customer orientation. they dont seem to understand the voice of the customer, or, the company's vision-mission-values are not compliant to the customer's voice, or, even if they want to, there's not enough management expertise to guide tactical day-to-day approaches, lack of training, etc...
and we should not forget the customer life cycle. i think, depending on the good and service, throughout time, it gets shorter and shorter. that is why we feel, on a supplier side, that customer demands are getting difficult to meet.
a lot of issues and i would say this issue will go on and on as long as the market of law of supply and demand is existing.
great day ahead!
2 people like this
@Ritchelle (3790)
• Philippines
15 Aug 09
you hit the nail on the head . i've once been a part of several management teams and this customer service complaints would never end. i think in the end it is only a matter of conscience on the part of the company's employee whether he sees himself doing the job based on the description the company gave him.
however, there are times when i see bad service happening not only to me but to others. that's when i really voice it out for i am that particular type of person. if i'm the only one aggravated then maybe it's only by chance and my 'standards". this is when i keep quiet about it. but if i see other people experiencing the same thing then that is really poor customer service. sorry to those who would hear my mind once i speak up. come to think of it poor customer service borders on being rude already. no one dares do that to anybody especially if the one they're doing that to is their bread and butter.
have a great day, too. and thanks for replying .
. i've once been a part of several management teams and this customer service complaints would never end. i think in the end it is only a matter of conscience on the part of the company's employee whether he sees himself doing the job based on the description the company gave him.
however, there are times when i see bad service happening not only to me but to others. that's when i really voice it out for i am that particular type of person. if i'm the only one aggravated then maybe it's only by chance and my 'standards". this is when i keep quiet about it. but if i see other people experiencing the same thing then that is really poor customer service. sorry to those who would hear my mind once i speak up. come to think of it poor customer service borders on being rude already. no one dares do that to anybody especially if the one they're doing that to is their bread and butter.
have a great day, too. and thanks for replying .
@aseretdd (13730)
• Philippines
13 Aug 09
I so agree with you... just yesterday... i sent an email to Banco de Oro to complain about their customer service... their tellers do not even smile or greet customers... and they act as if customers are irritating... and when they act like that towards me again... i will be going directly to the branch manager to give them a piece of my mind...
1 person likes this
@Ritchelle (3790)
• Philippines
13 Aug 09
so far the customer service here in batangas of that bank branch is okay. it is just the misleading website of theirs.
@Ingkingderders (3832)
• Philippines
12 Aug 09
whew! I was afraid i would read the company I work for in your blog. lol. Anyway, it's not there... good to know. I guess you are right. the customer service here in our country is really low. I don't think the companies here give too much attention to them. it's only now that they push for customer first brands...
@Ritchelle (3790)
• Philippines
15 Aug 09
there are some companies that have poor customer service but since i once worked as part of certain management teams i know there are reasons on the part of the management that is hard to explain to customers. however, some customer services (like the ones i mentioned) are so astonishing that it makes you think is it just me or they're the ones who are acting way out of their league? thanks for responding .
.@Ingkingderders (3832)
• Philippines
16 Aug 09
I agree. there are just really establishments where they don't seem to care about their customer, and whether they make a sale or not.. I think the main thing lacking is the training from the management. It's a matter of the management pushing for better customer service from their employees.
@polo_princess (803)
•
12 Aug 09
I have worked and trained in customer service for the last four years and it is shocking to see the lack of good customer service nowadays. I honeslty think the cause is poor education and training. Customer service skills are imperitive to 99% of jobs out there, how can you be sucessful in your job when you lack even the most basic of skills?
1 person likes this
@Ritchelle (3790)
• Philippines
13 Aug 09
i was also working in the same profession. i train employees on customer service that is why, i am always shocked, stunned, with the poor show of customer service.
@biz_qwaszx (32)
•
12 Aug 09
I feel your pain. BI can't rant about their bad customer service all day and get nothing but a waste of time. What i do is just cancel the service and get a refund. Or probably ask for a manager. Get some people fired for it. Youre the customer so they HAVE to listen to you.
2 people like this
@rsa101 (38166)
• Philippines
13 Aug 09
Very nice observation you have in there. You are pretty right in there. There are some service providers that needs to put more information on the services they are offering so that when you go to their place to ask for the service you wouldn't be surprised for any hidden cost or requirement. I think it is their responsibility to inform their customers.
@cwong77 (2010)
• Malaysia
12 Aug 09
Oh.. I think nowadays, it's either the customer expectation is getting higher due to our education level, or it's the standard of customer service really drop like nobody business.. I recently encounter a salesman selling an oven, and he is just such a nerd and has zero product knowledge! furthermore, he had a very bad attitude! I wonder how can a company hire such a person! I have yet to make an official complain thinking about that!
1 person likes this
@izardy (60)
• Malaysia
12 Aug 09
yeah the same poor customer service here in Malaysia as well. I have an experience when i call one of my banker and ask something regarding my account. and the passed my call from one to another department. it seem like nobody there actually know their job. i was pissed off with this situation, and took a half day leave and personally go to the bank's branch to resolve the problem. and i did some complaints too. for me customers like us have to complaint if we don't satisfied with their services. probably there will be change in the future.
