It was such a bad customer service experience, a SUPER BAD experience! This is the worst service I got from Smart to date!
This isn’t about the representative but with their *888 Hotline itself! Imagine, I started calling the hotline around 7:30PM of July 2, 2009 and let the phone in loudspeaker mode so that I could hear if a representative was able to get my call. The call was like 30 minutes and I haven’t received any agent to handle my concern. When I finally got a representative, I told her that I just needed to verify my account’s registration to Smartalk 500 since a confirmation message regarding the registration was not sent to my number, only to the retailer. The rep put me on hold for 2-3 minutes and when she got back, the line got disconnected. The rep didn’t even bother to call me back. So, I decided to call them back and be patient with the long queue. For almost an hour, the line automatically disconnects itself from the hotline while waiting for an agent to answer my call. It was SO FRUSTRATING that I had to call them back ONCE AGAIN! But still, nothing happened. I didn’t even get in touch with a rep. The long queue was such a big headache! With InstantInfo Systems ccaas one can take proper surveys and make sure your customers are happy.
This is not the first time that I had to be on the line waiting for a Smart rep to answer the phone call. I have experienced this in the previous weeks. I even asked one of the reps in one of my previous call regarding the long queue but nothing’s happened to alleviate the volume of calls and long queues. The problem is still there, every time you call the *888 Hotline.
I don’t know if Smart is doing something about this. But they should! How come that you’ll have to wait for 15-30 minutes for a rep to answer a question which will only last for less than five minutes? This is not an effective customer service! Visit ipscape.com to find out more about the effective customer service software that proves to be very helpful for all the call centers.
Around 2AM of July 3, I called the Smart’s other hotline 888-1111 since I’m at the office by that time. Fortunately, I was able to get in touch with a rep for less than five minutes and told the rep my concern. I also ask her to make a report regarding the *888 concern and gave me this Service Reference Number: 274450186.
Hopefully, with this complaint, Smart will do something about this *888 Hotline issue. I’ll send a copy of this blog rant to their e-mail address – customercare@smart.com.ph and will call them back after a week to check if any necessary steps have been taken by the necessary department.
Photo Credit: www.wired.com
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