It’s the season where people leave Manila and spend about 3-5 days in a beach or go home to their families in the provinces. I am one of them, being that my husband’s family is to converge in their farm in Quezon province.
Time to use my Globe Visibility modem (I pay P2,000/month for an unlimited plan) during this trip for me to catch up on my writing. So, I called customer service and they forwarded my request to their technical support group.
One thing to note, to my disappointment, is that they don’t give out a direct line to their tech support group. I had to wait until they called. I called at 9pm and waited till 1pm the next day – no call.
This is one process that can be improved. What if it was urgent and couldn’t wait for a phone call?
I’m happy to have received a call that day (plus points for Globe) from Joseph Abalayan. He was part of the technical support team. He asked a couple of questions related to the issue (modem type and model number) and informed me that I needed to upgrade my firmware. He continued by giving me two options: 1) Go to any business center and have them upgrade it or 2) Go to headquarters at Pioneer to test and upgrade the unit.
He recommended the latter, for obvious reasons that they might not be able to assist me (that’s a hint there). I was also informed that my current modem is the most stable compared to the new ones they’ve issued to new subscribers. Good to hear.
I am now at their office and Joseph greeted me with a warm smile and extended his hand for a handshake. I was impressed. He immediately looked at my Macbook and did further troubleshooting. What was great is he taught me everything from setting up the modem, a tip to choose what connection to use when I’m out of their site’s range and even went through a restart simulation, just in case things might not work.
Kudos to Joseph! He took great lengths to understand my problem, asked the right questions, gave the right recommendations and went above and beyond to make sure that my issue has been resolved.
Now, what Globe management has to do is train their teams in their business centers and use Joseph as a benchmark.
Dec 13, 2009Chen – just curious how many times have you received calls from them? Any specific time they call up? I’ve noticed other companies using this style to up sell their products during “downtime” which is about 2-4pm.
Though the style is a common telemarketing technique. Asking about the stability of the current subscription avoids subscribers from hanging up the phone so they can get to their pitch and hope to close the customer.
Dec 14, 2009We lost count.
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5:01 PM
A funny strategy of Innove is to call globelines users initially to inquire how their lines are doing but eventually segue to asking if they want a new broadband service. Not that it is bad but when will it end? Not once not twice but countless times they would call using the same style.