Globe Telecom in-store customer service (and how it can be improved)
Tags :  Telecommunications, Payment Centers
Posted by :  TCEP
Posted on :  July 25, 2012


We happen to have different mobile phone providers at work and I personally have chosen to go with Globe. Globe in Eastwood has recently moved to a newer and bigger store, and it seems that a lot of time has been spent in trying to project the image of giving better customer service.

While some people may disagree, I signed up for Globe because I thought their customer service is better than Smart's. However, this is not to say that Globe does not still have a long way to go when it comes to Customer Service improvement.

While I was waiting for my turn, I was carefully observing the staff that was in-store. There was the cashier that was not doing anything in her post. There was also the girl who greeted me at the entrance, not doing anything either. I waited thirty minutes and my enquiry was resolved in 5 minutes.

My enquiry was simple enough that I am sure that with simple training, either the cashier or the other employee could have addressed it without me having to wait 30 minutes. Not only does this save me time, it also frees the customer support staff to address requests that really needed the extra attention.

Major companies should really consider concentrating more on improving service and processes instead of spending millions in advertising. Good word of mouth will serve tel-co's better once mobile portability laws take effect (wherein numbers can be retained regardless of service provider, and we believe it's only a matter of time before this happens), because people just would not tolerate bad service.

At the moment, companies like Globe and Smart tend to rely on contracts and the fact that people cannot keep their phone numbers when they switch service providers.

How this situation could be improved:

Each and every centre staffer should be trained on basic, easily resolved problems and enquiries. They should also ask customers about their concerns even before they queue up, so that those with simple questions can be helped right away.


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