We write in response to the Dec. 29 column of Solita Monsod. We acknowledge the very unfortunate experience Monsod and her daughter Tami had with our hotline and at our Rockwell store. After a thorough investigation, we note that this case involved multiple transactions, including a transfer of ownership from father to daughter (Tami) and the suspension of the account due to outstanding balances.
In addition, we wish to clarify that prior to the column’s publication, Globe had already delivered the iPhone 5 replacement unit and it was confirmed that it was already being used by Tami. We regret that there may have been several unavoidable circumstances and a convergence of many factors that led to the delayed resolution of their concerns. Nevertheless, as a company that believes in putting the customers’ interest above all else, we acknowledge that because of the unfortunate experience both Monsod and Tami deserve our apology.
We appreciate her bringing this matter up as it made us review our customer service capabilities and test certain aspects of our systems’ efficacy.
It might be worthwhile at this point for us to take this opportunity to inform her readers, as well as the public in general, of Globe Telecom’s ongoing efforts to transform itself from a telco utility to a customer-centric organization. Aside from the feedback we get from our customer service through various channels, we consistently monitor our performance in customer service through benchmarks and monthly surveys with customers.
The model we use is called Customer Loyalty Index, using factor analysis to determine the level of customer satisfaction in terms of timeliness, accuracy, quality and productivity of our customer service teams. We began this study in November 2011 and it is being undertaken by an independent party, which patterned it after similar models used by global telecom companies, to help us get a good reading of our brand of service in the eyes of our customers.
The 2012 satisfaction results that we got from our customers are very encouraging and in some cases exceeded expectations. This affirms that we are headed in the right direction.
With the foregoing, we hope that our customers may better understand our situation and efforts in rectifying, or avoiding in the first place, adverse experiences. Nonetheless, we shall continue to keep ourselves abreast of our customers’ expectations and experiences as we put in place more improvements.
We look forward to continue servicing Monsod’s requirements and to make her experience with Globe as best and rewarding as possible. We are grateful that she has chosen and continues to be a Globe subscriber.
—YOLY C. CRISANTO, head, Corporate Communications, Globe Telecom Inc., www.globe.com.ph
REJOINDER from Monsod: