DEAR ISP CUSTOMERS,
To those ISP Customers who are calling because, their account is SUSPENDED DUE TO NON-PAY. Why do you have to yell at Technical Support department?! First of all, your concern is not being handled by Technical Support group. You have to speak with the Credit and Collections or Billing Department. Even If you whine or yell at me, It will do no good. Why?! Because, I don't have the capability to turn your account back on. Even If you request for my Supervisor, HE WILL JUST TELL YOU THE SAME THING! So, don't waste your time. Let me transfer you to the correct department, and please, stop blaming us! It's not our responsibility to remind you when you have to pay your bill. If you are irresponsible, that's something you have to handle yourself. Don't tell me that you don't know that you are getting billed for your Internet usage?! Even, If your account is being debited monthly on your bank account, you are still fully aware that you are paying your Internet service monthly. And, please, If you will call us late at night. Don't blame us If we can't transfer your call to Billing or Credit and Collections department, because, they are just open during normal business hours (Example. 8AM-5PM), they are closed during Sundays. Yes, Technical Support department is open 24/7. But, it doesn't mean, that we can activate a disconnected or a suspended account. So, don't waste your time, and our precious time, because, there are other people who are waiting on queue, who really need our Technical assistance. If it happened that your account has been disconnected or suspended for no reason, then, allow us to get you to the correct department. We always let you vent out. But, If you will just blame us for your account disconnection or suspension, it won't do any good. How many times do I have to tell you that we don't have the capability to activate your account?! In which part you do not understand?! You are barking up the wrong tree!
To those ISP Customers who will call, but, DO NOT WANT TO TROUBLESHOOT their issue, and they love being a SMART ASS. First of all, you are calling Technical Support hotline, and we are just human, we are not gods! Without your cooperation and help, we won't be able to address your concern. You have to get your lazy fat ass to check on your modem, the lights on it and the model number of the box. Why? You are not the only person that we serve! Yes, we have a database, but, it doesn't mean that I will not ask you those questions again. How would I know if you change your modem, cables, or routers in the past few months?! We do not monitor your activities. So, for the sake of getting the problem resolved, do your part! And, please, don't be a SMART ASS, because, If you really know what you are doing, you will not call us in the first place, right? If you don't wanna follow simple and basic troubleshooting instructions. I won't waste my time on you! Hang up and call us back when we can provide you an assistance! We are being payed to help customers, our job is to give Technical information and troubleshooting. And, we are NOT being payed to baby sit customers like you! Don't expect us to resolve your concern, If you are in a hurry, or you just simply don't want to troubleshoot. I am not here to convince you to get your lazy fat ass moving. Just don't blame us, If you can't use your Internet, and don't dare to ask for credits, ok?! Because, we do not give credits in our department, call the Cancellation department, and check with them If they will give you credits. But, what they usually do is, they will call Technical support first to see If the issue was you or the service; to really check If you are eligible for a credit. Read your Terms of Service!
To those ISP Customers who are RACIST and who can't even SPEAK straight American English. Why being a racist, when you need help?! Would that help you? How much are you paying for your Internet service?! Would that be an enough price so you can insult the people that you will be speaking with? You often write on the email surveys, "BRING BACK THE JOBS TO THE UNITED STATES OF AMERICA"... And, you, yourself don't even want to get involved in this kind of job. The Call Center jobs are available to all Americans and Citizens of the United States. Why you or your friends didn't apply? Is it because, they are not just eligible for the job or they just don't want the job? The Job is right there in the United States, IT'S NOT GOING TO ANYWHERE. But, because, not all people like you are interested to work as a Call Center agent, companies like ISP needs to Outsource. Otherwise, no one will answer the phone when you call the Hotline of your Technical support or Customer Service department. Unemployment is getting higher, If no one wants to apply or take the job. Do you know how much are we just earning here in the Philippines? Not even close to 1/4 of the salary of Technical Support in the United States. With the same sets of standard and quality, we are actually getting less. Outsourced companies should not be blamed. The lack of applicants or trainees shows how difficult and stressful the job is. And, because, not everybody in the United States are interested in this kind of job. Multi-billion companies are being left with no choice, but, to outsource the needed manpower. How about you who can't even SPEAK straight American English? How dare you tell me that you can't understand me? You talk like a parrot! You have a very thick accent, where did you get it? I have encountered people from Philippines, India, Saudi, China and etc, who are now American citizens or might be just an illegal alien. Most of the time, those who can't even speak straight American English, are actually those people who loves to complaint about language barrier, they are also irritable and arrogant. Yes, I am a Filipino too, but, unfortunately, there are Filipinos in the United States, that are much rude and arrogant than Americans. And, it's not just Filipinos, but, some Chinese, Indian, or Saudi people are causing language barrier and in denial of their incapacity. At the end, it's not really about the race or nationality, it's all about being HUMAN. You don't have to be nice when you are calling Technical Support or Customer Service. Just stop being rude and don't be a racist. Just don't do unto others, what you don't want others do unto you. Just be HUMAN.
To those ISP Customers who will call for their COMPUTER issue or 3RD PARTY device. As much as we want to help you, we are just trained to check the line and fix minor Internet issues. Not all of us at Technical Support have got Computer troubleshooting background. Our training is more on, Internet line troubleshooting, and not Computer or 3RD Party device, like (Unsupported Modems, Routers, Network Adapters). If you can't even turn your Computer on, why are you calling your Internet Service Provider?! What's the point?! If your car is not working, do you blame the gasoline station or do you call your car technician? It's plain and simple, no need for you to make yourself look stupid. You already know that your concern is your Computer, since it's not even booting up, so don't waste your time calling Technical Support. In instance, that your concern is about your newly bought or existing 3RD PARTY modem, network adapter or router. You have to remember that If we are not trained for the product you just purchased, most probably, we might not be able to help you. All we can give you is the username and password information on your account, and probably, the kind of setup you need to choose for your Internet service setup. We are not allowed to troubleshoot 3rd party products. Even If you argue with us all day or night, If we are not trained for it, then, don't be hard headed. Please, call the Manufacturer of the product you purchased, or If you want to get a free Technical support assistance from us, then, purchase a product that we support. Again, please, Read your Terms of Service! And, don't dare to ask for a credit. If you can't really use your computer and you don't wanna be charge for those days that you can't afford to have your computer fixed, then, call Customer Service, ask them to FREEZE your account for a couple of days, once you have your computer back, they could just simply RE-ACTIVATE your service.
To those ISP Customers who are being transferred incorrectly to Technical Support and who HATES the Automated System. Yes, you are not alone. I have tried it myself and I hate dealing with the stupid Automated Systems as well. But, I guess, multi-billion Internet companies need to filter out the calls and make sure that It will be routed to the correct department. As what I have said, I hate dealing with robots, like the Automated System. But, If you have the correct account number and you choose the correct options without being in a hurry, it will surely transfer you to the correct department. Automated System use this process: Trash-In, Trash Out! If you put in the wrong information, don't expect that the system will recognize it. Or, If the Automated System uses a voice command, it will help If you won't yell on your phone or you will just select the options using your keypad. The more you try to bypass the Automated System, the longer the call will take. Because, If you are not that lucky, it will either transfer you back on queue or transfer you to the wrong department. Just don't blame the Human being that you'll be speaking with, let them transfer you to the correct department, because, even If you spend the whole day venting out, it will not really help. If you are not convince, you can request the agent to stay with you and explain to the next agent the situation.
Last but not the least, we are struggling so hard to give you the best possible service we can provide you. I sincerely apologize If you have encountered rude and arrogant Technical Support agents, but, I can assure you, not everyone are like them. So, please, don't stereo-type. Because, our goal is to make all of our customers very satisfied! We don't do this job just for the money. You just don't know how much happiness you bring us, every time we resolve your concern and we hear you laugh. These are priceless for us, and it's really a pleasure to talk to someone, with a genuine heart and a good perspective in life. Thank you so much for letting us do our job! Because, this job pays the bill, and help us feed our family and send our kids and brothers to college. A big, thank you from the bottom of my heart!
If you like this post, You might also like the articles that I wrote, below:
TOP 10 CALL CENTER INTERVIEW QUESTIONS
HOW TO ACE A CALL CENTER INTERVIEW
RUDE TECHNICAL SUPPORT AGENTS IN THE PHILIPPINES
LIFE AS A TECHNICAL SUPPORT AGENT IN THE PHILIPPINES
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