Sometimes, customers are not satisfied with the service they're getting from the mall or other establishment. Tendency? They'll report it to the management and bring up what ever issues it is.
But what will happen if both customer and customer representative crossed their anger due to the issue? The video belowfeatures a man complaining and confronting the mall management. According to the video, the guy seems to be disrespected by the customer representative in front of other customers in the mall, but the other party fought back saying that the action of the guy seems to be rude and disrespectful too.
The video was uploaded from the Facebook Fan Page of 'Pinoy Viral Videos', the name itself says it all. The video goes viral and start making its round over the internet and other social networking site.
Some netizens seems to be unhappy with the action of the guy and didn't expect the attitude showed by a person who graduated from one of the well-known university in the Philippines.
See the video for yourself, watch and don't forget to share this article with your friend on Facebook.
Oo na pagtaga UP dpt ginagalang nirerespeto e di kayo na...
ReplyDeleteMe tension between the both of them… mauuwi yan sa pagiging
DeleteUP training ground ng mga komunistang aktibistang "legal"
DeleteKalokah din yung customer. Di naman issue dito kung saang school sila grumaduate. Also he can express his disappointment or voice out his complaints in a classy way. Ang crass lang nito.
DeleteBetween na nga, both pa! -Baklang graduate sa UP
DeleteAMALAYER part 2??
DeleteBakit pa nilabas ang video, normal lang naman to. minsan nangyayari talaga na nagtatagpo ang mayabang na customer at nakakabwisit na customer service rep. lalo kukulo dugo ni mamang nito
DeleteKaya lang naman na bring up yung pagiging tigaUP nya dahil dun sa sinabi ng sales rep. Tsaka hello! Yung sales rep ang nagvid! Sinadyang magbait-baitan sabay upload ng vid para nasa kanya yung simpatya. LOL
Delete1:10 Yung sales rep ang nagvid, may hidden motive na pagpasok palang ng room! Kaloka!
Deletehindi ako pinag-aral ng nanay ko para bastusin g TULAD NYO--- referring to what? the customer's sexual orientation? ang kapal naman ng mukha ng sales rep na to dapat tanggalan ng trabaho. at yung mga tao naman dito sinabi lang na UP akala mo buong sangka UP-han na ang may kasalanan. sabagay, may tinatawag na selective listening. kebs sa mga bitter sa UP!
DeleteYan din pinagtataka ko bakit pag may mga nag aaway o napapahiya yung ibang tao kailangan talaga i-video at i-post?
DeleteBakit ba havey na havey ngayun ang mga chakang diva-divahan? Galing mag-buena mano ni Doris Day. jejejej
DeleteParehas may mali. Sa umpisa, yung customer may complaint, nadadala sa emosyon nya, pinatulan ng rep, sana maximum tolerance sya, nagpa-pacify as the customer has said... Kaso the customer was wrong when he made the schools where they came from an issue. Parang off topic sya..
DeleteNapakamatapobre naman ng customer na to. Kahit sino, regardless kung san ka nagaral, nakapag-aral ka man o hindi, mayaman ka o
DeleteMahirap, no one deserves to be abused physically or in this case, verbally, by anyone. Tapos. Service lang or produkto ang binayaran nya, hindi pagkatao ng sales rep to disrespect him and humiliate him. E nakahanap sya ng taong katapat nya, nung ginawa sa kanya, galit na galit sya. At ipagmamalaki pa nya sa
UP sya nagaral. Fine. Ipagmamalaki sya
Ng UP kase ang galing nya mag English at mag salita, pero i bet, his parents are not proud of how he reacted and belittled the sales rep.
Feeling high and mighty nman tong customer nato, edi ikaw n taga UP diliman!
ReplyDeleteHindi naman niya ime-mention yung tungkol sa UP kung hindi binanggit na una ng sales rep.
DeleteWala namang sinabi si kuya a. Sabi lang nya, hindi daw sya pinag aral ng magulang nya para lang bastusin ng kagaya nya. Ayun, nagputak na. Mayabang talaga to. Kahit ako mabubwisit sa bunganga neto e.
DeleteThe customer rep used the term "tulad mo" if you're in a same level of anger or kahit ako mag papantig talaga tenga na for me what are you trying to say tulad ko na? Bakla? Kalbo? Hindi nkLV? Walang gold? Try to put yourself in a same situation.. And BTW hindi naman magagalit ng ganyan si ateng kung hindi talaga rude si kuya rep
Deleteang sabi ng sales rep "hindi ako pinagaral ng mga magulang ko para bastusin ng tulad mo" hindi nya sinabi ang paaralan nya..kung graduate ka pala ng UP or mas sikat na paaralan pwede kana mambastos ng tao??
Deletekitid lang ng utak teh? syempre nagalit si kalbo dahil bastos si sales rep. kinunan pa nya ng video para kunwari sya ang API!
DeleteKulang eh. Feeling ko si Customer ang mas tama dito. Bakit yung video short lang. Bakit hindi umabot sa part na na-resolve na nila. I think the sales rep wanted to put this customer in a bad light porke't nagtaray. Di naman talaga natin alam ang totoong kwento. I don't think magagalit ang customer ng ganyan kung walang nag trigger sa kanya.
Deleteeh ano ngayon kung taga-UP Diliman?
Deletethe customer is always right! sana si sales rep tumahimik na lang, lalo nya ginalit yong customer eh. parang di ka na nasanay sa customer service. Kahit sinonpag ganyan katwiran na di pinagaral, eh pareho kayo nag-aral, ayan nadagdagan pa issue.
ReplyDeletei dont agree. tao din ang mga sales rep. nagaral din sila. respeto lang para respetuhin din siya. im not a sales rep tho.
Deleteat hindi porket nakapag aral ka sa isang kilalang eskwelahan eh akala mo kung sino ka na. you can buy education but not class. nasira pa ang UP sa kanya. and for me, its not really the school its about YOU, YOURSELF.
Deletecustomer is always right. HINDI TOTOO IYAN!
DeleteIf you are in sales or customer service, THE CUSTOMER IS ALWAYS RIGHT even if you think he's wrong. Kahit pa muramurahin ka nyan, you should know the art of diffusing the situation. Your job is to close a sale and make sure customer is satisfied. Kung hindi mo kaya maging flexible and you don't know how to deal with different personalities, esp difficult personalities, don't be in customer service. Remember kayang kaya siraan ng isang customer ang isang negosyo just by word of mouth.
DeleteIf you are in sales or customer service, THE CUSTOMER IS ALWAYS RIGHT even if you think he's wrong. Kahit pa muramurahin ka nyan, you should know the art of diffusing the situation. Your job is to close a sale and make sure customer is satisfied. Kung hindi mo kaya maging flexible and you don't know how to deal with different personalities, esp difficult personalities, don't be in customer service. Remember kayang kaya siraan ng isang customer ang isang negosyo just by word of mouth.
Deletesorry ah pero i think incompetent nga yung CSR kasi kung ndi nya kaya imanage 'yung situation dapat tinawag na nya ung manager or sup. Dapat sanay na rin sya ung mga irate customers...kaya nga may CSAT and DSAT. Kung competent sya bago magsorry pa sa knya yang customer kung hindi sya nakijamming sa shulak ni madam. Nauna rin ang CSR magsabi nya "sa isang katulad mo lang". tiba? charing. Tska vinideo nya talga para pagmukhaing kawawa sya.
DeleteKorak! Customer is always right. I think galit na galit si customer bec of something, dpat di na sila sumagot para di na lumaki yung gulo. Kasi kung nagtatatatalak si customer pagtitinginan siya ng mga tao, sino napahiya dun diba siya. Dpat pag customer service di sasagot. That is part of your job. Wag galitin lalo ang galit na customer. Kung mapapatunayan naman na wlang point si customer eh pwde siya i reprimand ng manager or ng guard eh
DeleteNever the less, don't forget your "GOOD MANNERS and RIGHT CONDUCT" at all time. I experienced bad customer's service but I never say words like that when complaining. You can't deny that customer is somewhat mapang mata, remember you can complain but never to the point insulting someone. In doesn't mean na customer ka eh ikaw na palaging nasa tama kahit mali ang inasal mo. Be considerate din sa mga nagseserbisyo.
DeleteCustomers are not always right. Binago na yan dahil sa mga lintek na customer na katulad nyan. Yan kasi ang pinanghahawakan ng mga customer para lang makuha ang gusto nila kahit against sa policy. Customers are always first. Yan na po ang bagong sinusunod sa customer service.
DeleteKung may mali yung customer, mas lalo may mali yung customer representative, kinunan pa nya ng video para nga naman makaganti sya.. Iho wag ka dyan sa ganyang trabaho kung hndi m kayang kainin at manage mga ganyang sitwasyon.
DeleteCustomer is ALWAYS RIGHT!! ikaw yung customer representative, dapat alam mo kung pano pakalmahin ang customer mo hindi yung sasabayan mo pa. Kung hindi mo kaya at nakikipagsabayan ka pa sa init ng ulo ng customer mo, I think you should fond a new job
Deleteyang mga mahilig mag video na yan. jan lang kayo magaling. mahilig magpalabas na kayo ang kawawa tpos magvivideo porket natalakan kayo ng nageenglish feeling nyo agad discrimination na agad or panliliit ng kapwa. mga hindi nagiisip. kaloka si kuya. napakatapang nya pa tlga sa video. jan sya magaling eh
DeleteNag-customer service din ako ilang beses na sa iba't-ibang company, ito talaga dapat traits ng isang cust. service:
Delete1.) Patience (NO. 1 NEED ITO lalo na sa mga irate customers)
2.) Dapat lagi ka accomodating, hindi ung bastos ka sa customer kahit ano pa ang situation.
3.) Always smile at them at asikasuhin ang mga customer kait pa di mo ganong gamay ung trabaho (pero pwde ka namang humingi ng tulong sa superior mo kung di mo talaga alam)
4.) As a cust. service rep. ikaw ang dapat nagpapacify kapag may complaint si customer, hindi ung nakikipagsabayan ka sa init ng ulo niya (sabi nga kasi customer is always right)
5.) In worst scenarios na talagang masama na pinagsasasabi ni customer sa'yo o sa kahit sinong staff sa store o sa situation, i-escalate mo na ito sa supervisor o manager niyo para sila na makikipag-usap sa customer.
6.) (I'm not sure sa word) pero need mo din ng empathy or always put yourself sa shoes ng customer niyo para maunawaan mo siya... (what if sa'yo nangyari un, ano mararamdaman mo?)
7.) Be brave, be brave in a sense na wag ka magpapadala sa mga maling nasasabi ng customer sau o sa moment na un, ISPIN MO LAGI NA TRABAHO LANG YAN, WALANG PERSONALAN at malamang si customer eh upset dahil sa nangyari sa service or sa item niya...
@Anon 4:59PM, andun na tau pero kasi po nasa work tau, kelangan "professional" ka no matter what, di pwede emotions mo pairalin mo lalo na sa ganong situation, ganyan po talaga nature ng customer service, irate customers kadalasang makakaharap mo, advice lang bago mo tanggapin ang position ng work mo eh alamin mo muna maigi kung ano scope nito para at least handa ka... Kung halimbawang di mo pala forte ang customer service eh better think kung saang field or industry nababagay ang skills mo, marami naman dyang iba, may IT industry, sales (may halo din un customer service kasi naharap ka sa tao), meron din for office gaya ng office staff, call center (may customer service pa din un pero di mo nga lang nakikita mga customer mo kasi through phone), sa bank (may customer service pa din un kasi front desk ka at tao din kausap mo)
DeleteHAHAHAHA. Nakakatawa iyong mga nagsasabing hindi totoo na customers are always right. HAHAHAHAHA. Hindi ka pwedeng sumagot ng ganiyan sa customer kahit gaano kasakit ang sinasabi. Dapat mahinahon ka lang. Dapat alam mo kung paano pakalmahin ang customer kasi iyong ang trabaho mo kaya ka nga tinawag na CUSTOMER SERVICE rep. Pinag-aaralan sa training iyan eh.
DeleteWahahaha!! Saan ka nag-aral?! Sa Harvard! Saveh!!
ReplyDeleteHahahahhaha! Bka pagsinabi un ni sales rep e macomatose si ateng highblood.
DeleteGrabe naman yung customer bigyan yan ng remote ng matapos na
ReplyDeleteHahahahaha! Winner ang remote ateng...
Deletetumetrending ang remote ni madam maricar!
DeleteUP ka sir? Pero saan mo nakuha attitude mo po?
ReplyDeletehong chaka!
ReplyDeleteI sympathize with the customer, minsan may mga mataray talagang sales people sa mall na mas mataray pa sa customer, remember "the customer is always right" you're working in this industry dapat marunong ka maging flexible sa lahat ng klase ng customers! Pro- customer ako.
ReplyDeleteTotoo yan. Ang customer naman hindi naman magagalit n lng ng walang dahilan. Hnd magrereklamo ng walang dahilan. Ang mga tao kasi kng ano lng un napapanood,mang huhusga agad. Minsan sa galit ntn nakakapagsalita tyo ng mga bagay na hindi ntn gusto sabihin. Sabi ni customer kanina imbes nga nman ipacify or pakalmahin sha eh may ginawa tong mall rep na lalo nag init ang ulo nya
DeleteOo, pero sa pinakita ng customer na panlalait malamang na talagang napahiya yung sales rep tao lang din sila nasasaktan.pag sobra na.
DeleteTrue. Don't work in customer service if you don't know how to deal with people. You should know how to pacify irate customers. That's your job description.
DeleteAgree! -Ilocos Queen
DeleteAko pro-human- just because customer ka, it does not mean you can treat the sales people without respect. Wag masyadong mata pobre, tao tayong lahat.
DeleteTingin ko, napacify lang talaga galit yong customer kaya nya nabanggit saan sya nag-aral. Hello, ang mga sales rep alam na dapat mga ganyang sitwasyos, eh tumataas din boses eh.
DeleteAgree! May mga sales people na hindi approachable and irita kung tumanggap ng customer pero pag nasa office na ng supervisor, nagiiba ang tono para magmukhang yung customer yung mali.
DeleteAnd hindi naman mabbring up kung san nagaral kung hindi humirit itong si customer rep eh. Haaay lalo mo pinainit ulo ni baks
"The customer is always right", is probably the most misunderstood phrase ever coined.
DeleteTrue. Di dapat sasagot kasi kakalma dn yan
Deleteyung mga nagsasabi ng "the customer is always right" eh yung mga never pang nagtrabaho sa customer service...hehehe
DeleteWell anywhere you go the customer is always right. It has been studied and there is enough data to support it. 1 angry customer or complaint is equal to 20 positive reviews. That is a fact and taught to new hires in this first world country. At the end of the day customer satisfaction comes first. That is the reality that every person has to accept in an industry that depends on consumers.
DeleteKaya Customer is Always Right, syempre, sino ba ang dahilan kung bakit nakatayo ang business? Dapat kaya ng i-handle ng sales rep ang ganitong sitwasyon.
DeleteHalatang walang alam ang employee na yan about customer service. Nakita mo na nga galit na galit ang customer, nakipagsabayan pa, natural magagalit ng bonggang bongga si customer! May pa konsensya effect pa si employee. Kung pinakinggan mo lang sana si customer kahit masasakit pa ang sinasabi or nakakairita, dapat mag empathize pa rin at mag apologize. Hindi naman magagalit yan kung walang dahilan eh. hindi na sana umabot sa pangiinsulto. The csr sounded sarcastic kaya uminit lalo ulo ni customer. Haay vinideohan pa! -dating call center agent
DeleteNakakatakot si beks. Galit na galit sya..
ReplyDeletehindi naman talaga lahat ng mga taga UP eh may breeding. minsan talaga pinagyayabang lang nila na matalino sila pero parang palengkero umasta.
ReplyDeleteKung pagbabasihan lng natin tong video na inupload eh magmumukha tlgang masama ung customer. Ang problema sa tin, madali tyong mag judge. Inalam b ninyo kng anong ang rason kng bakit ganun na lng ang galit nun customer? Obvious naman na sa video na to, eh nasa kalagitnaan na sila ng pagtatalo. Sinasabi na parehas silang nabastos, napahiya. Pro ano nga ba ang dahilan? Ano ang punot dulo nito? Wag natin husgahan un customer at un mall rep. Ang nangyayari kc isang side lng ang pinapakita dto. Ung side na nagagalit n ung customer
ReplyDeleteTama. Hindi siya magagalit ng ganyan just because. Nakakaawa minsan the victims of viral videos napaka-one-sided.
DeleteMay pagka angas din yung sales rep walang galang din kung ako yung client magagalit din ako
ReplyDeletepero mukhang nag Masters sa palengke si Kalbong Atey!!! -IamRP
ReplyDeleteHindi na sana dinamay Alma Mater.
ReplyDeletedi kasi marunong sa customer service mga sales rep. kung masungit ka mali, di ka dapat nagbebenta. hanap ka ng ibang trbaho
ReplyDeleteWala ng gnayan ngayon eh, pansin k minsan bastos talaga yung ibang customer rep. Instead pinapahupa yung mga high blood na customer, nakikipag taasan narin sila ng boses, eh di lalo nagagalit yung customer..
DeleteMay napanood ako sa cable channel, people work in airport sa usa, grabe yung haba ng patience nila, ibat-ibang klaseng tao nakakausap at problma nahaharap nila, pero mga customer rep. Nila galing magdala ng sitwasyon. Yung iba hndi nalang nila pinapatulan, or minsan pag alam nila na sasabog na ulo nila sa pikon, tinatawag agad nila yung supervisor nila to handle the situation.
DeleteAng hirap sa mga tiga-UP, feeling entitled palagi. Kaloka
ReplyDeletecoz we are entitled. that's just it.
DeleteAnong kaguluhan nanaman ito???
ReplyDeleteAnong pinagmulan na issue at nagkasagutan ang customer at sales rep?
Di naman high and mighty...nagretaliate lang si Customer sa sinabi ni Sales rep na hindi sya pinag-aral ng nanay nya para bastusin lang "ng isang tulad mo." Di ba sakit sa tenga non? Mas malakas lang ang boses ni Customer pero based lang sa maikling video (hindi pinakita yung umpisa) may kabastusan nga si Sales Rep. May attitude yung mga sagot sagot nya. At yung lady (manager?) mali yung paghandle nya ng situaltion. Bakit nya pinabayaang sumagot-sagot yung SR at sino yung nag video?
ReplyDeletethe school has nothing to do with the customer's rage. bastos si rep. kakairita
DeleteYun nga pansin ko, kung na lakas ng boses nung customer, ganon din yung sales rep. Mas lalo napipikon at high blood yung customer.. Kung yung ginawa ng manager, pinahupa nya agad ang sitwasyon, baka kumalma pa si kuya, mukhang gusto talaga nila pahiyain yung customer, si sales rep. Kumuha pa ng video..
Delete1. Your school or your sexual preference do not have anything to do with your behaviour.
ReplyDelete2. When you yell at someone, it's almost certain that you'll get a yell as a reply.
3. The customer can be wrong but he akways deserves good customer service simply because that's part of what he pays for.
4. The staff renders the good in customer service. That is what he was hired to do.
5. What should be private should be kept private. Many times arguments happen behind closed doors. Using social media to elicit empathy ia definitely ill-willed.
true!!!! bakit vinideo? para ipahiya si cm. tanggalin yang bastos na sales rep at kung sino mang nagvideo na yan.
DeleteAgree. Incompetent talaga yung sales rep. At ang nakakaloka, hindi nya matanggap na sinabihan sya ng incompetent ng customer! Customer may not be always right but he has the right to judge the type of service that they are receiving. Kaya nga may customer feedback form, di ba?
DeleteTo the customer agent (kung friend ka nya, pakisabi rin sa kanya): Ang bobo mo.
So dapat si sales rep. And the manager masuspende? Kasi may mali din akong nakita eh. Ako aminado ako, pag bastos yung sales rep. malay ba nila, baka may problma si manong, nagpunta lang ng mall at mag shopping para lumamig ulo nya, pero pag dating dun, bastos pa pag sagot sa knya, eh di lalo nag boil ulo nya.
Delete@9:22 anabellerama2 ikaw ba yan?!
Deletepeople tend to get irrational when they're angry. if you want to be respected, you need to be respectful yourself. never be condescending to others cos it might just bounce back to you.
ReplyDeleteand no, the customer is not always right.
Customers are. If you don't treat it that way, you have no business being in business. I would like to discuss this with you in private but I just don't know how.
DeleteIts not a matter of university by which u can earn respect, its what u have learned and how u applied it in ur life. Seems he just took the prestige and not the wisdom. Regardless on who started it, he shouldnt have brought educational background as a standard to demean others.
ReplyDeletedi mo nakukuha point nung customer?? dahil sinabe ng sales rep na hindi raw sya pinag aral para bastusin ng isang katulad nung customer! thats why he brought that up. anong ibig sabihin ng sales rep na "isang katulad mo" hindi ba binabastos ng sales rep ang customer?sa statement nya na yon.
Deletebusiness is business honey! kun walang customer, walang pera, irregardless of his attitude. also, hindi nya nman hinarass yun rep, nag-init lng ulo nya.
DeletePush ang irregardless! Haha @1:03
Deletehija @1:32, di ka pa yata nag-a-upgrade ng English 101 mo. matagal ng tinanggap ni dictionary.com ang "irregardless" which is considered as redundant in the past.
DeleteHindi naman siguro magagalit yung tao kung hindi prinovoke... hindi din tama yung sinabi ng sales rep na isang taong tulad mo...
ReplyDeleteI understand the customer. "Para hindi ako bastusing ng katulad mo?" It's so degrading. Kung ako din siguro magagalit.
ReplyDeleteTrue. I'll make sure matataas ko sarili ko sa bawi ko. Mali sila both pero mas mali ang csr. Dpat mag pacify di yun lalaban pa eh di lalo nagalit
DeleteThis is just like Amalayer. Na isang portion lang of what happened ang nakita natin tapos nag judge na tayo kaagad.
ReplyDeleteYou can buy the school but you can't buy class.
ReplyDeleteAy wow Mali nman si Kuya Rep, bakit sumabat-sabat sya, kaya nag-iinit nang ganun yun customer kasi parang pabalang sumagot ang dating. Kuya, miyembro ka ba nang Bayan Muna o Anak Bayan? Pag nasa trabaho po tayu, customer is always right, kasi sila talaga nagdadala ng pera sa business, yan ang nagpapasweldo sa iyo, hindi ka nman hinarass eh, dapat nagpakumbaba na lng kayu. Dapat hinayaan nya na lng magsa-satsat yun customer and just do his job para di pa umabot sa ganito.
ReplyDeletei could not agree more. makasagot ng pabalang kala mo wala sa area of work. tanggalin na sa trabaho yan!
DeleteTammma, sumasagot pa eh, yung ibang customer nga nandudura pa, ngyari yan sa isang store sa greenbelt. Hndi k naman sinaktan ng customer, let ur manager or supervisor handle the situation. Lalo k na kung nappikon kana. Apologize khit gusto m sya sampalin. Maniwala ka, pag nag sorry ka, minsan parang nabuhusan ng malamig na tubig mga customer na galit.. Umalis kna dyan sa work mo iho, hndi ka bagay dyan.
DeleteIm from UP, pero nakakahiya ginawa nung froglita. Not cool. Hindi ugaling taga-UP. Anong batch kaya si Ateng???
ReplyDeleteI doubt na taga UP ka. Hindi kami gumagamit ng "??". Isa lang dapat.
Deletefeeling kanaman baks...di naman sa school yan,taga UP ka? masasabi mo bang "NAPAKA" buti mo din bang tao?wala ka bang ginawang mali?kaloka ka...may pa batch ka pang nalalaman....Mali silang dalawa kasi nag kasalubong galit nila...pero sa rep. sana alam nya maghandle ng ganong situation hindi yung magrereason out pa nang kung anu-ano...imsure pag nangyari sayo yan mas malala pa gawin mo dyan...
DeleteTeh ke batch 1978 or 2012 man sya, point is wala syang class. Wala sa batch yan
DeleteAng yabang ng beki na yan. Kahit na sa UP or mga very prestigious Ivy League school sa America yan nag graduate , wala pa rin syang karapatan na manlait at manduru ng kanyang kapwa. Pinahiya nya lang ang sarili nya dito.
ReplyDeleteViral na ito sa fb. Ang sabi, mali daw ang naibigay na movie ticket kay customer kaya nagalit siya. Pinapahiya daw ni customer si employee kaya hindi na nakatiis si employee sumagot na din siya. Anyway, hanapin niyo na lang sa fb, viral naman na siya.
ReplyDeleteSi baks, parang Michael V as Mr Assimo lang ang peg! Hahaha!
ReplyDeleteAng lakas ng boses ni vhakla. Malamang lagi syang kasali sa mga rally ng UP... Sure na.
ReplyDeletekahit pa sino ang may kasalanan tanong ko lang ganito ba talaga magalit ang UP graduate, palengkero lang ang peg?
ReplyDeletesa eksenang to mukha namang kalmado na yung sales rep e di sana ikaw na may pinagaralan kumalma ka din, lahat naman mareresolve sa maayos na usapan di ba? pero kita dito panu mareresolve e halos lumuwa yung mata ni bakla. kaloka...
Hindi po.
DeleteKalma na siya kasi kumukuha na siya ng video. :)
DeleteActually, marami talagang CSRs sa Pinas na bastos at mayayabang. Pero Wow! Sobrang nuknukan naman ng yabang itong si ateng! Di porket graduate ka ng UP teh eh pwede mo ng alipustain ang iba na nagaral sa eskwelahang hindi gaano kilala.
ReplyDeleteTotoo ka. Marami ding CSR na bastos. Nakatapat din ng customer na ganito naman. Ay nakahanap cla pareho cguro ng katapat. Pero d ako sang ayon sa ginawa nung customer na pinangalandakan na taga UP cya. Ilang beses nyang tinanong. Dinedegrade naman na nya ung customer representative dahil UP cya? mali din un. tsk.tsk.tsk.
Deletethat's the reality of life here in Phils madame! kun sa top school yan nagtapos, sa tingin mu papasukin nya ang pagiging sales boy??? of course not, mayron sa taas, mayron sa baba, just deal w/ life and move on. kaya yun iba, nag aabroad na lng, para makaiwas on that structural conception here in Phils.
DeleteYung galit ng customer na yan, parang may pinanggalingan na. Unfair naman na i-judge sila agad agad dahil lang sa clip na to. Minsan pag sobra kang galit, hindi mo na alam kung anu ano ang pinagsasasabi mo at sumasagot ka na lang base sa huli mong narinig. Ang haba na haha. Point is, social media is being used incorrectly kase minsan ganitong bagay facebook, youtube agad. Tas andaming tao maka comment wagas, wala naman sila nung nagsimula ang pangyayari. Sana iwas iwasan din pagsasabi ng hindi maganda e noh?
ReplyDeletevery good explanation. I agree :)
Deletedoes it matter which school you graduated from? you don't have to rub it in condescendingly. but your actions speak volume - it's trashy and so unclassy.
ReplyDeleteNalurcky ako dun sa boothhhhhhhhhhh...
ReplyDeletePalengkera ang loka! Nakkaloka dinamay pa ang yoopee... Di bagay te.. Please -archer
ReplyDeletekaya naman humantong sa kung saan nag aral ang usapan, sinabi ng customer rep na "di ako pinag aral ng nanay ko para bastusin ng isang tulad mo.", at isa itong "closed door meeting", bakit kelangan may ma leak na video. expected naman na high ang emotions pag ganito. pag galit kayo pareho kung ano ano talaga masasabi mo. pano ma reresolve ganyang usapin kung may ilalabas pang video. di naman natin alam puno't dulo ng lahat. dapat ma settle nila yun privately at di na ginawang viral video. kung kinunan ng video, personal files na lang nila sana.
ReplyDeleteCustomers are NOT always right! Cguro sa ibang company cnusunod nila ung customers are always right pero sa tatlong account (all three are household names in North America) I have worked and currently working for in the BPO industry, they don't follow this thinking. Berate us all you want if it's about the company's service and/or our competency or lack thereof but NEVER belittle us in a personal way. In all of the companies I have worked for at least, we have the DISCRETION to decide when a customer is downright abusive and out of line.
ReplyDeleteNow, for my 2 cents about the events that transpired in this video ALONE, without firm background details as to whatever happened behind the cameras, I believe BOTH (the customer and the rep) should have done things differently to avoid situations like this from happening.
As per the rep, he was told he was incompetent by the customer. If I were the rep, the first thing I would've done is to ask the customer 'How could I pacify this situation?', in which the customer is right by suggesting that this should have been done in the first place.
The customer, stating he was a graduate of UP Diliman, does not help in any way in coming to a resolution to their issues. Dare I say, it veered the main concern to countless paths of opportunities to open up new issues - none of which resolves their main concern. A dead end.
Did the customer border to getting personal with the rep? Yes.
Was he rude? Yes.
Did he subtly humiliate the rep by loudly saying he's a graduate of UP Diliman and condescendingly ask him where he did? Yes.
Is his rudeness justifiable? Maybe.
But, was he out of line? No.
Did he spew firm personal insults to the rep? No.
So, who is 'more' right? As much as it makes me feel guilty for throwing a colleague under the bus, I have to say the customer IS right in this situation.
-former CSR/TSR, Subject-Matter Expert, Team Leader, currently an Operations Manager, at isang malaking MeMa!
Naks naman. Ganito dapat mag-comment. May laman at sense. Bravo. Sana bigyan ka ni FP ng gift cert or something. HAHA.
DeleteClap, clap, clap. Correct.
DeleteBased on the video, mukhang walang alam ang mall staff about customer service. Pag magrereklamo ang customer, at alam mong galit na, listen, empathize, and kahit walang kasalanan, dapat pa din mag apologize sa customer. Magagalit talaga ang customer kasi instead na makinig, eh nakikipagsabayan pa at naging sarcastic pa. Kaya umabot na sa point na namg iinsulto na which is hindi na tama na ginawa ng customer. - dating call center agent
ReplyDeleteIn my pov, mali ang way ni customer kasi galit siya agad. Pero kung ako din sabihan nung employee na "di ako pinagaral ng nanay ko para bastusin ng isang katulad mo" aaay ibang usapan na un. He could have said nalang na "sir there's no need to shout at me..tapos explain...chuchuchu.." not na "ng isang katulad mo" lalo na at bakla ung customer, parang ang labas e ng isang baklang katulad mo. ... mali si customer pero mali rin ng paghandle si employee.
ReplyDeletenabastos nga siguro, galit na galit eh.. at kung sino ang agrabyado usually sila ang galit.. at yung guy, hindi sya pinag aral para bastusin? well, hindi sya nagtrabaho para mambastos ng customer.. alam nya dapat lugar nya.
ReplyDeletei'm sorry pero kahit may kayabangang taglay, i'm with the customer on this one. the cs guy should be fired. unang una bakit mo papatulan eh trabaho mo yan? di naman magagalit ang consumer kung di napikon sa serbisyo nyo. your job is to pacify the customer o kahit pagpasensyahan mo nlng. eh kaso itong si cs mayabang din, you should get a diff job, dude. that cs guy is annoying, too!
ReplyDeletecs rep, customer is always right. ang yabang mo din kasi... di ka dapat nagtatrabaho jan.
ReplyDeleteMay ill motive talaga si CSR, kitang.kita sya ang nag.video. I think the customer can sue him. He secretly recorded for his own ill intent na i.upload ang pagwawala ni beks na kita ang fez samantalang sya, wa...hmmmnnn...fire this a$$ho@e!
ReplyDeleteI sympathize with the customer. Yung mga kuda ni bakla para sa store yun, pinersonal naman ni employee at dinagdagan pa ng "hindi ako pinag-aral" line at "mo lang". Magpapanting talaga tenga ng kahut sino dyan. Parang hinamak si bakla! Ikaw na nga frustrated, ininsulto ka pa! Sana lang wag isipin ng tao na nagmayabang dahil UP, hinamak kasi sya kaya naglabas na ng bala si beks
ReplyDeletetrue ,minsan mga sales rep parang si
ReplyDeletetrue mga sales rep in mnl daig p me ari. no service talaga. malas lng nya this customer fights back. no patience. plus dapat yun manager not just watching. pacify n situation.tapos add to the injuryby saying ng katulad nyo, ano ba sya?
Respect begets respect. Customers are NOT always right.
ReplyDeleteUP Diliiman...eh di WOW!
ReplyDeleteintimidation and public humiliation is a form of violence, and cno ba ang mas capable gumawa non si customer o si kuya rep?
ReplyDeleteSa totoo lng, mas mayabang yung customer rep kaysa sa customer. Yng statement nung customer rep na "hindi ako pinag-aral...", eh mayabang na ang dating. Kaya pinatulan na cya ng customer sa kayabangan nya. Calling management, reprimand your employee pls.
ReplyDeleteP*tek! I've been working as a Customer Service/Sales Rep for almost 10 years dito sa abroad pero kung ganyan nga yung customer baka nasampal ko pa sya! Eh ano ngayon kung UP grad ka? That doesn't give you the right to step into someone and duro duruin pa..pero kelangan pa talaga i-upload ang vid? Kaloka!
ReplyDeleteobvious na sinungaling ka otherwise nakakulong kana. Wag kang magdunong dunungan
DeleteI can sense arrogance sa kanilang dalawa. The irate customer was provoked by how the customer rep handled the situation. Hindi siya marunong maghandle ng sitwasyon, di niya alam paano ma appease ang customer. Rather than having things settled with the customer, he took a video of it pa. He obviously wants it viral as a way to get back to him. He knows how shallow some people are at mapapaniwala niya sa isang kulang kulang na clip.. Tsk, lahat nalang talaga ng alitan kailangan videohan eh.
ReplyDeleteAno ang point ng pag upload ng video?..paawa effecr para sa CSR?....kahit di natin nakita ang pinagmulan ng galit ng customer obvious na di marunong mag handle ng customer ang CSR kasi dito sa video kita namang galit na si customer sinasabayan nya pang magsalita di muna patapusin magsalita si customer...
ReplyDeleteSinisira ng customer ung pangalan na UP. Baka naman nagpapanggap lang yan. Patingin nga ng student number mo.
ReplyDeleteUP, 08-07986
Ganyan magalit ang may sense of entitlement. Wala yan sa paaralan kung saan nag-aral. Nasa tao yan.
ReplyDeleteSo kelangan may "UP Graduate" sa title ng video? Kalurky
ReplyDeletewasn't surprised na taga-UP nga sya. most of the people I've met na may ganyang tendency ay taga-UP nga.
ReplyDeleteAnd before you start bashing on my comment, read: MOST of the people
Pareho silang may mali.
ReplyDeleteAs a customer service representative, sa work na ito, wala talaga taung karapatang sagut-sagutin ang customer kahit siya pa ang mali o ano... He should handle the situation professionally... If ever na talagang napupuno na siya eh pwede naman niya un ipa-take over sa supervisor niya eh, kung halimbawang gusto niya talagang sagutin ung customer out of sobrang napuno na ito eh i-ready mo na lang sarili mo na mapatalsik ka ng company niyo kasi it's a NO-NO na patulan ang customer khit ano pang dahilan nila, may right way para i-deal ang mga ganitong scenario
ReplyDeletekaya lang na brought up ang school dahil sa bastos na CS! tama si customer in everyway. mataas lang ang boses niya pero tama siya
ReplyDeletehindi porke mataas po malakas siya magsalita siya na ang mali. kahit sinong taong galit hindi naman magsasalita ng pabulong.
Emotion naman ni sales rep bongga! Nasa customer service pero irate customers di alam i handle!
ReplyDeletenakakalimutan ata nitong UP Diliman na parte ng rason bakit ka nakagraduate ay dahil sa buwis ng magulang ng sales rep! Bawat UP alumni ay dapat mag bigay galang sa mamamayan! nakakalimutan niyo ata yan
ReplyDeleteang pangit lang ng pag brought up ng school. na r=drag pa nag school sabihin lahat ng mga tga UP ganun. Tsaka eh anu ngayon kng taga UP ka? hindi purker edukado kang tao alam mo nang mag educate.
ReplyDeleteHindi dapat pumasa sa customer service ung employee na ito!!! And video at upload pa nya, super! Ikaw na ang hindi dapat bigyan ng trabaho sa sales....
ReplyDelete