Client Caller: Good morning. My account number is... I would just like to report that I'm having problems with my broadband account. I seem to be having an intermittent connection.
Customer Service Representative: Okay ma'am. May I know your name? Yes, Ms. ... Can I put you on hold while I look up your account details.
...
CSR: Thank you for patiently waiting. Okay, so you're having a problem with your connection. What I can do ma'am, is write a report and send it over to our technical team so that they could send someone to fix the problem.
Caller: How long would it take?
CSR: They'll fix it within 24 hours.
Caller: Ok, great. Thanks! Bye!
********** after 1 week **********
Client Caller: Good morning. My account number is... I would just like to report that our phone line is dead, plus the internet is not working.
Customer Service Representative: Okay ma'am. May I know your name? Yes, Ms. ... Can I put you on hold while I look up your account details.
...
CSR: Thank you for patiently waiting. Okay, so you're having a problem with your connection. What I can do ma'am, is write a report and send it over to our technical team so that they could send someone to fix the problem.
Caller: Could you also add that my internet connection prior to this is still intermittent. I just called last week and they had someone sent over the next day to check my modem. They didn't see anything wrong with it. They kept going to a technical site to check some parameters but they came up with no reason why i'm having those problems.
CSR: Okay ma'am, I'll include it in my report.
Caller: How long would it take?
CSR: They'll fix it within 24 hours.
Caller: Ok, great. Thanks! Bye!
********** after 1 more week **********
Client Caller: Good morning. My account number is... I called up about a week ago to report that my phone line's dead and that we had no connection. Our phone is working now, and the internet connection is working as well, but the things is, it's still slow and intermittent. I've already reported this a couple of weeks ago, but up to now, the problem still remains.
Customer Service Representative: Okay ma'am. May I know your name? Yes, Ms. ... Can I put you on hold while I look up your account details.
...
CSR: Thank you for patiently waiting. Okay, so you're having a problem with your connection. What I can do ma'am, is write a report and send it over to our technical team so that they could send someone to fix the problem.
Caller: That's what you guys always say but up to now, your technical support teams have come up with nothing. They have been sending over different groups but they've all tried in vain. Nothing has improved, nothing has been resolved. They can't even find the cause of the problem.
CSR: I do apologize for the inconvenience ma'am. What I'll do, is write a follow-up report and send it over to our technical team so that they could send someone to fix the problem.
Caller: And how long would that take?
CSR: They'll fix it within 24 hours.
Caller: Ok, fine. Thanks! Bye!
********** after 2 more weeks**********
Client Caller: Good morning. My account number is... I called up several times already regarding my complaint about the slow and intermittent connection that I'm constantly experiencing. It has been about a month already.Customer Service Representative: Okay ma'am. May I know your name? Yes, Ms. ... Can I put you on hold while I look up your account details.
...
CSR: Thank you for patiently waiting. Okay, so you're having a problem with your connection. What I can do ma'am, is write a report and send it over to our technical team so that they could send someone to fix the problem.
Caller: Please don't give me that line. I've heard it over and over again. You guys are like broken records. I would just like to talk to somebody who can better understand the gravity of the situation and is better suited to solve the still ongoing problem.
CSR: I do apologize for the inconvenience ma'am. What I'll do, is write a follow-up report and send it over to our technical team so that they could send someone to fix the problem.
Caller: No, you don't seem to understand. What I'd like you to do, is get me your supervisor or manager so that I can rid myself of talking to people who are just wasting my time and could offer no concrete solution to my problem.
CSR: Okay ma'am, I'll just put you on hold while I look for a supervisor.
... (10 mins later) ...
CSR: Thank you for patiently waiting. Ma'am as of now, our supervisor is engaged in another call.
Caller: That's alright. I'll just wait for him to finish. Can you go see and check if he's available already. I'll be waiting for him.
CSR: Ahhh... uhhmmm... okay ma'am, I'll just put you on hold.
... (15 mins later) ...
Supervisor: Thank you for patiently waiting ma'am. I'm .... How can I help you?
Caller: As you can see in my account history, we've been having internet connection problems ever since we've transferred services and signed up with you. One and a half weeks into patronizing your services, we called to report the problem already. We've been patiently trying to think of excuses that would best explain why after it's been days since our modem was set up, the connection is still slow, and moreover, intermittent at that. And now, months later, there's still no improvement.
Supervisor: Yes ma'am, I can see your history details in our system. I do apologize for the inconvenience ma'am. What I'll do, is e-mail our technical support team and have this escalated to the higher level technical support group. Rest assured, I'll be doing a follow-up on this, ma'am.
Caller: Ok, fine. Can you please give me a call asap for a feedback. Thanks! Bye!
********** after 3 long months **********
Client Caller: Good morning. My account number is... I called up several times already regarding my complaint against the slow and intermittent connection that I'm constantly experiencing. It has been 4 months already.
Customer Service Representative: Okay ma'am. May I know your name? Yes, Ms. ... Can I put you on hold while I look up your account details.
...
CSR: Thank you for patiently waiting. Okay, so you're having a problem with your connection. What I can do ma'am, is write a report and send it over to our technical team so that they could send someone to fix the problem.
Caller: Please don't give me that line. I've heard it over and over again. You guys are like broken records. I would just like to talk to somebody who can better understand the gravity of the situation and is better suited to solve the still ongoing problem.
CSR: I do apologize for the inconvenience ma'am. What I'll do, is write a follow-up report and send it over to our technical team so that they could send someone to fix the problem.
Caller: No, you don't seem to understand. What I'd like you to do, is get me your supervisor or manager so that I can rid myself of talking to people who are just wasting my time and could offer no concrete solution to my problem.
CSR: Okay ma'am, I'll just put you on hold while I look for a supervisor.
... (10 mins later) ...
CSR: Thank you for patiently waiting. Ma'am as of now, our supervisor is engaged in another call.
Caller: That's alright. I'll just wait for him to finish. Can you go see and check if he's avaialable already. I'll be waiting for him.
CSR: Ahhh... uhhmmm... okay ma'am, I'll just put you on hold.
... (15 mins later) ...
CSR: Thank you for patiently waiting. Ma'am our supervisor is on break. The other one is on leave.
Caller: I thought he was entertaining another call awhile ago and now, without even taking my call first, he went on break?? Can you just get me another supervisor or manager.
CSR: I do apologize for the inconvenience ma'am. What I'll do, is write a follow-up report and send it over to our technical team so that they could send someone to fix the problem.
Caller: I don't want your report, I don't need your report. All you guys know how to do is to write those reports and that's it. You offer no plausible explanation as to the root cause of my problem. You give no acceptable solutions whatsoever. You all sound like broken records. All you guys are capable of doing is to further irate your clients with your lousy explanations and pathetic attempts at sounding knowledgeable. Just get me a supervisor.
CSR: Okay ma'am, I'll just put you on hold while I look for another supervisor.
... (15 mins later) ...
Supervisor: Thank you for patiently waiting ma'am. I'm .... How can I help you?
Caller: As you can see in my account history, we've been having internet connection problems ever since we've transferred services and signed up with you. One and a half weeks into patronizing your services, we called to report the problem already. We've been patiently trying to think of excuses that would best explain why after it's been days since our modem was set up, the connection is still slow, and moreover, intermittent at that. And now, months later, there's still no improvement.
Supervisor: Yes ma'am, I can see your history details in our system. I do apologize for the inconvenience ma'am. What I'll do, is e-mail our technical support team and have this escalated to the higher level technical support group. Rest assured, I'll be doing a follow-up on this, ma'am.
Caller: Look, you are not the first supervisor I've spoken with regarding this complaint. All the other supervisors have promised me that they'll certainly look into the details of my internet connection and personally handle my account and be the one to coordinate with the technical support team until it's been resolved. But so far, no one has called me back to give me any updates. Several more technical crew have been sent to check out the cabinet post at the site nearest to me. They've tried reconnecting the wires, tightening the cables, transferring my port, transferring the cabinet post, yet still, nothing.
Supervisor: I do apologize for the inconvenience ma'am. What I'll do, is e-mail our technical support team and have this escalated to the higher level technical support group. Rest assured, I'll be doing a follow-up on this, ma'am.
Caller: Please, i'm already begging here. Just give us the connection you promised when we availed your service. If you really can't do anything about it, if the technical group can't solve it, just tell us already so that we can all move on and we can look for another internet service provider. Your promise of fixing technical problems within 24 - 48 hours are up eons ago.
Supervisor: Don't worry ma'am, I will be calling you personally to give you regular updates as to the status of your internet connection repair.
Caller: Ok, fine. I'll be expecting your calls. Thanks! Bye!
********** after another 2 months **********
Client Caller: Good morning. My account number is... I called up several times already regarding my complaint against the slow and intermittent connection that I'm constantly experiencing. It has been 6 months already.
Customer Service Representative: Okay ma'am. May I know your name? Yes, Ms. ... Can I put you on hold while I look up your account details.
...

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