I feel sorry for this PLDT CSR girl.

Paying for something, doesn’t include the “right” to curse people indiscriminantly.

The girl only aggravated the situation by cursing back. She should be fired, and the customer should be blacklisted — you can always refuse someone’s business, and in this case it’s a trouble-making customer.

I think this was to show a classic example on how to handle a cursing customer. From what I know of customer service the reply to Raul should have been “I’m sorry but I cannot continue with this call.” and hanged up. That’s why whenever an irate customer emails me in cursing language, I choose to ignore it.

Whatever the caller says, the agent must not take that personally. Be professional. Don’t be affected by the cursing of the caller. If I were the customer I would have done the same thing of complaining the bad service of the telco.

I think the agent lacked training in handling irate callers. It’s the agent’s fault why there were more cursing by the second half of the call. Plus, there was no process of taking down information. I was an agent before and we have a script in getting information. She should have been more assertive (at least through the quality of the voice). She sounds so kawawa. If I were the agent, I would have said, “Sir, if you would continue using foul words I would be constrained to disconnect this call.” And then I would tell the caller what I will do to address his problem (file a report, blah blah). I will ask the caller if that would work for him.

It’s no longer our concern where the customer would use his internet access.

I don’t think it’s a training recording. Training calls are filtered out by the Trainers. They also show examples of this situation but of course not to this extent.

In my perspective, the recording is indeed real and the CSR might be taking her first ever call. :)

sira lang talaga siguro yung mute button ng call master or ng amplifier.

as ang agent, you can curse anytime you want…just make suer it’s on mute ;)