Jasmine Curtis-Smith questions telco’s customer service

/ 12:16 PM September 24, 2018

Image: Instagram/@jascurtissmith

Jasmine Curtis-Smith promised herself she would refrain from airing her grievances on Twitter. However, her recent experience concerning a customer service representative (CSR) of a telecommunications company made her turn her back on her word.

Curtis-Smith phoned PLDT yesterday, Sept. 23 to ask for assistance with regard to her home phone and internet. However, she was surprised by the way the company’s CSR handled her call.


“So I called @PLDT_Cares for assistance this morning. After 15 mins of waiting for someone to answer my question, someone picks up says the formulated greeting, then just as I’m about to reply I hear in the background ‘Jasmine Curtis in the house’,” she wrote on Twitter yesterday.

“Pinagsisigawan pala ang customer name sa mga ka office pag private customer service call?” she questioned. “Hindi ba that’s disclosing the private and paying customer na to your other employees?”

(So they are shouting their customer’s name to their officemates during a private customer service call? Isn’t that disclosing the private and paying customer to your other employees?)


When she asked for the name of the CSR, he told her his first name but not his surname. Apparently, as employees of the company, they have the right to privacy.

“Pero ako, as a paying customer of @pldt @PLDTHome (hindi naman ako sponsored or nagpapa-VIP customer care if there is even such a thing), pwede nila pag-usapan between employees?” lamented Curtis-Smith who didn’t take the information lightly. “Complete name and hindi lang sa katabi, isisigaw pa para marinig ng ibang tumatanggap ng customer care/troubleshooting calls. How is this allowed?”

(But me, as a paying customer of PLDT and PLDT Home (I am not sponsored nor am I calling for a VIP customer care if there is even such a thing), they can talk about between employees? Complete name and not only to his seatmate, but he also shouted for other CSRs receiving customer care/troubleshooting calls to hear. How is this allowed?)

Curtis-Smith pointed out how unprofessional the customer service representative of the company was. She also noted that her home phone and internet, which are the reasons why she called them in the first place, are still not working.

The official customer service account of PLDT replied to apologize to Curtis-Smith.

“We apologize for that unfortunate incident, Jasmine,” PLDT Cares stated. “Know that proper measures and adjustments will be made in response to this. We can help you through this channel too. Please DM us your account details so we can patch this up as soon as possible. Thanks.” NVG


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TAGS: customer service, customer service representative, Jasmine Curtis-Smith, PLDT, PLDT HOME
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