Tag Archives: globe chat assist

SC tries to be IN

22 Sep

A lot of our government departments and agencies are now going online to faster and better serve us and the Supreme Court didn’t let them to be the last to join the frenzy.


Chief Justice Renato Corona initiated the opening of Supreme Court’s two online accounts: Twitter (@KorteSuprema) and Facebook( Supreme Court of the Philippines). Objective of this action is to bring the Institution closer to the Filipinos. According to Court Administrator and spokesman Midas Marquez, the two social networking accounts will be regularly updated with the programs and recent happenings and events related to SC. Also, SC lets our countrymen to share our comments, opinions and complaints through these SNS accounts.

The Supreme Court already has their website sc.judiciary.gov.ph where decisions, press releases and speeches of the chief justice are released.

“It’s to bring the Court closer to the people and give them real-time news updates on Supreme Court decisions, programs and projects. They’re free to do what they want to do. We take everything constructively.” said Marquez.

This action of the Supreme Court reminds of how the feedback mechanism works. Feedback is very important in any/every organization. This is to gain another perspective (more importantly the stakeholder’s perspective) on the happenings, recent programs or news of the organization. This also elicits conversation which is always wanted by a customer or consumer from the company. Feedback is very important in developing the current situation of an organization since the stakeholders can voice out the things they want to see, happen or get from the company. Though, it should not stop from getting feedback, the organizations must be able to act and manage them. Managing and choosing the feedback which needs to be concretized must be done so as to protect and better serve the company. After managing, the company then should be able to act on it fast so as to make the stakeholders feel that they are being valued and that their concerns/voices are heard.

The two new SNS accounts of the Supreme Court is a good start but they should be able to maintain it to continuously serve the people. Getting feedback from the people is nice but SC should be able to manage and act on it. We better keep an eye on it. SC, we are watching. 😛

P.S.

As I was editing this entry, I searched for the twitter account of SC but twitter says,


looks like SC's having some maintenance problems :/

Uh-oh. We busted you too soon, SC.  Better act on it now and keep your promise of regular updates. 😐

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The case of the missing LC

11 Aug

I was about to sleep when I heard a rattling noise downstairs. The wind that night was howling and the rain just won’t stop. Electricity was down so I lit up a candle and carefully went downstairs to check on the noise.  I was walking slowly with my heart beating faster. The candle I was holding fell and so did my heart when I saw… Nah, save the suspense story for next time. We don’t really have a second floor so there’s no downstairs. 😛 But this next story is true. 🙂

I checked my phone credits last night (past midnight)  and it was not the remaining balance I was expecting. Hence, the case of the missing Load Credits. 😛 I called the customer service of my network  (which will be revealed later anyway) and apparently their customer service is up to 12 midnight only. The operator suggested me to go to http://www.globe.com.ph and click on chat to get answers for my queries.

yes you can but…

So there I was facing the computer and chatting with globe err with Jacob (the name of the CS representative).

meet Jacob 😛

I told my dad that I was chatting with Globe and he said that I should be careful because there are a lot of predators online. I appreciate the concern daddy but they can’t actually do that because they have to portray a good brand image, even online, so as to have a good brand reputation. So anyway, Jacob asked me a lot of questions including what was the exact time I sent sms, the balance inquiry etc.,  and then he asked me to wait for two minutes to look for the information I needed.  Then he dropped THE word.

[00:44:10] Jacob: I’m sorry, Kaye, I could not retrieve the information you need right now as our system is currently unavailable. You may chat with us again tomorrow.
[00:44:27] Jacob: i mean later mam, this morning around 8-9am

So I said to him, after the long Q and A, your system is unavailable? and then later I will be asked again with a lot of questions. He said that he will be saving the information I gave him so the next agent would just have to refer to it. Then the session ended. A notification then asked me if I wanted to have a copy of the transcript of the conversation. It was sent to my email and that’s where I got THE word in verbatim. The session ended and the case of the missing LC was not solved through Globe CHAT assist.

I have expected a much faster conversation and solution to my concern but what I got was a lot of questions and no answer. And a transcript for, I don’t know, to savor the memory Jacob and I had? This was the first time I used GCA but it failed me too early. In all fairness, I appreciate Globe’s attempt to use another medium to assist and answer the concerns of their clients.  I called the customer service earlier this morning and she asked me a lot of questions again . Their use of the new social media for their customer service is a good start but it needs a little pimping to improve their service and to keep their promise that “We can help you!”

Customer service, in general, no matter what medium is used, should be quick and should really really answer the customer’s problem. The process or the company’s system for doing customer service is the one that  should always be developed.

In my dismay, up to now the case of the missing LC has not been solved.

*Updated: The missing LC was credited back to me. Yay! 😀