Wawa naman yung agent… na pressure lang sya cse d nya alam ang isasagot nya ndi enough information nabigay sakanila para masagot yun client… although mali din nya at nag mura sya in the first place pero misunderstanding lang yun… mabait naman ang caller e compared sa CITI bank na irate caller na pressure lang tlga sya… wawa tlga… T_T
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I heard this clip on YouTube as well a couple of years ago. Technically it was the agent’s fault because she should have known better than to let the customer’s anger get into her. Also it might be PLDT’s fault for not providing adequate training for their agents to handle such situations. When I hear prank calls made to call center agents in the US, they all seem funny because the agent never loses it - because they were well trained and pretty detached from their customer’s emotions.
Comment by oyen — February 25, 2009 @ 12:05 am