The Four-eyed Journal » Daily Dose

Thoughts and suggestions for Globe Telecom

jhay — Thu, 05 Jan 2012 01:54:07 +0000

Satisfactory customer service. Working in the customer service industry for even less than a year is enough time to make you understand what customers of any business or service want: getting the most value for what you pay for, if not more.

So I’m taking this time to share some of my thoughts and suggestions to improve Globe Telecom’s services because I just received a text message saying that in the coming days, their Market Research folks will call me up to conduct a study or survey on how to do just that, improve their services.

I’ve been a customer of Globe Telecom for almost seven years now both as a land line, residential broadband, pre-paid and post-paid mobile user.

So I’ve seen how their services and customer support have changed over the years.

Some two years ago, their broadband service, well in our area, was terrible. I’ve had days of good connection and then weeks of either intermittent or absolutely no connection at all.

Failing to do follow up calls

Worse, their customer service was equally terrible. The thing that really pissed me off was they would always promise to call back to follow up or give an update on the status of their repair but THEY NEVER DID.

And I’m the person who would really give time to actually wait around for that call. So when it was my turn to do a follow up call, the representative that took my call always had an earful from me.

So that’s suggestion number one: Globe Telecom should actually do the things they promised their customers. Make a call when they said they would call back. Even if it’s just to say they need more time to work on my request. Leaving a customer in a limbo is a good way to get frustrated and dissatisfied customers.

Lack of consistency

Another complaint I have with Globe Telecom’s customer service is consistency, or their utter lack of it. On my first call they would tell one thing and swear by it but on the second call the next representative would tell a completely different thing. Making a customer look like a complete fool is another great way of getting dissatisfied customers.

Website in perpetual Beta

Next would be Globe Telecom’s website that seems to be in a perpetual beta stage. Don’t get me wrong, their website has improved a lot over the years, but still, a lot of the basic and essential information a customer needs are still missing or terribly hard to find. Like their ever-elusive Acceptable Use Policy. You’d see numerous links about it but clicking on it leads you to no where. This may be the day and age of dynamic websites but it refers to content, not the framework, features or design of the website.

Seemingly understaffed Business Centers

I now move on to their Business Centers where you get to talk with their representatives face to face. Most of the time, it’s a nightmare to visit because it’s full of other customers who usually wait for hours on end before they get serviced. Sure, Globe’s queue management system is something government offices should have, but that’s the only thing that differentiates the two!

They would have plenty of counters but actually only one or two would be manned. Worse, the representatives who man the counters move and do their work in a glacial pace. And it makes me suspect that they are doing a lot of non-work related stuff on their computer because they would spend a great deal of time on it in between serving customers. Another habit of theirs would be to take at least 10 to 15 minutes in between customers and they would just stand up and go somewhere else, talk to their fellow representatives completely oblivious to the mass of customers who have been waiting in queue for hours. And they were sitting on front of their counters for hours!

All these basically sums up everything I have to say about Globe’s customer services. I’m pretty sure you have plenty other things to share as well.

A meaningful Christmas to everyone!

jhay — Sun, 25 Dec 2011 05:22:39 +0000

It’s the time of year that we give and share to loved ones, family, friends and even a complete stranger.

For this year, I chose to share something you may find strange but something that will definitely give you a laugh. Achmed the Dead Terrorist singing a Christmas song. Enjoy!

From yours truly, greetings of a meaningful and not just merry Christmas!

Time to give back, Help the victims of Typhoon Sendong

jhay — Tue, 20 Dec 2011 07:08:46 +0000

With Christmas literally just around the corner, celebrations have been dampened by the recent devastation suffered by provinces in the southern Philippines when typhoon Sendong swept through this past weekend.

Scores have been killed with the body count still rising while millions worth of damages have been incurred. Our brothers and sisters in affected areas are struggling to put back together what’s left of their existence, this is the time we answer to the call of being a citizen and a fellow Filipino.

We must help out in any way we can. We are thankful for the many channels and means of helping out the typhoon victims, for Lasallians based in Cavite, the Lasallian Community Development Center (LCDC) will be accepting donations beginning today, December 19 – 22, 2011 from 6:00 a.m. to 3:00 p.m. and December 23, 2011 from 6:00 a.m. to 12:00 nn. Specifically, we encourage you to bring the following:

1. Food items such as canned goods, noodles, coffee, sugar, milk, water, water and other ready to eat food and drinks (cup noodles, biscuits/bread, energy drink, chocolate/milk drink, etc);
2. old clothes, specifically children clothes;
3. blankets, sleeping mat (banig);
4. medicine.

For cash donations, you may send it directly to La Salle Academy Iligan through the following accounts:
BPI Account # 9353-0377-62 (LSA Savings Account )
or DBP Account # 016221-030

Of course, prayers for their recovery are much needed. The best way we can say thanks for the blessings we have this Christmas is to give what we can share. For in giving, we receive something more precious, something money can’t buy. For in giving, we affirm our faith and our creed; we affirm our Lasallian identity.

Time to give back – Help the victims of Typhoon Pedring

jhay — Wed, 28 Sep 2011 00:50:05 +0000

Most of us here in the provinces were spared from the direct effects of typhoon Pedring (Int. Nesat) which ravaged through Northern Luzon yesterday.

As of the latest count by officials, around 18 are dead while 35 are missing with thousands of evacuees are struggling in flood stricken areas.

So for all of us who were very lucky to Tweet or post our rants and musings on Facebook, it’s time to give back. Volunteer your services to help the victims recover from this ordeal.

You can use this numbers and information to provide your donations:

PHILIPPINE RED CROSS

http://www.redcross.org.ph/

Cash or Check Donations

Account Name: Philippine Red Cross

Bank Name: Banco De Oro

Peso Account: 453-0018647

Type of Account: Savings

SMS Donations

Text REDAMOUNT to 2899 (Globe) or 4143 (Smart)

G-Cash Donations

Text DONATEAMOUNT4-digit M-PINREDCROSS to 2882

You can donate the following denominations:

Globe: 5, 25, 100, 300, 500 or 1000; Smart: 10, 25, 50, 100, 300, 500 or 1000

CITIZENS’ DISASTER RESPONSE CENTER

http://www.cdrc-phil.com/donate/

Peso Account:

Account Name: Citizens’ Disaster Response Center

Bank: Metrobank, Examiner Branch, Quezon City, Philippines

Account No. 636-3-63600741-3

Dollar Account:

Account Name: Citizens’ Disaster Response Center

Bank: Metrobank, Examiner Branch, Quezon City, Philippines

Account No. 636-2-63600158-3

Swift Code: MBTCPHMM

You could also use these numbers for assistance or to report emergencies.

Go to your local parishes, LGUs or schools to check for any disaster relief operations and help as much as you can. We cannot stop typhoons from visiting the country but we definitely can do a lot to lessen their impact and help those affected recover and rebuild their lives.

If it’s not Matt Damon, it’s not Jason Bourne

jhay — Tue, 20 Sep 2011 00:00:41 +0000

So there’s a new Jason Bourne movie in the works – The Bourne Legacy. But it’s uncertain whether Matt Damon would be reprising his role as the bad-ass former CIA agent suffering from a terrible case of amnesia.

Seriously, should I do the 4th Bourne movie?

Seriously, no Matt Damon? Then it’s not Jason Bourne. And a different director? Not everyone is a fan of Paul Greengrass’ hand-held, shaky-cam style but how will this Jason Bourne movie turn out without those two essential people?

Sure Matt Damon may have aged but heck, Liam Neeson was able to kick ass in Taken so it shouldn’t be an issue with Matt right? Then again what else is there to tell about Jason Bourne? Wasn’t the fact that he was able to get vengeance on the folks behind the whole operations and figure out how it all started enough of a closure on his tale?

Edward Norton has been listed in the cast but it would just not feel right if he’s going to play Jason Bourne.

Until we get more information about the supposedly new movie then I’m hesitant to get excited nor warm about it. We just have to wait and see for now.

Image by Siebbi By Attribution