Globe’s response to Ambeth Ocampo: Lessons learned to become better

We are writing to respond to the concerns raised by Ambeth Ocampo in his column (“Customer service nightmare, 4/20/22)” regarding his experience with Globe.

With the heightened demand for connectivity, we understand our customers’ need for immediate support. We sincerely apologize to Mr. Ocampo for finding it difficult and tedious to get the support he needed.

We agree with Mr. Ocampo that a SIM replacement should be simple. As a matter of practice it is, if one is the verified account owner of a postpaid plan. However, in this case, while Mr. Ocampo is a customer, he is not the verified account holder, as the account was in another person’s name. This required additional steps to effect a SIM replacement to ensure customer protection.

The requirements, which include the submission of a special power of attorney, as relayed to Mr. Ocampo, serve as additional security and anti-fraud measure that Globe strictly enforces due to the recent spate of fraudulent activities involving SIM replacements. In line with this, we wish to assure our customers that with these new guidelines in place, the incidence of SIM fraud was significantly reduced this year.

On the matter of using digital channels for customer service, we have done this pivot as a result of the two-year pandemic. Just like any other business in the country, the pandemic has had its impact on our operations, which compelled us to look for more innovative ways to serve our customers that will keep them safe at home and at the same time secure their transactions. Our employees, customer service representatives, and field service engineers are exerting all efforts to give customers uninterrupted and reliable services they deserve.

Our digital channels have proven to be invaluable in extending care for our customers, making us reachable and our services accessible. These include our mobile apps—GlobeOne app, Globe At Home app, TM app, Globe Rewards app, GCash app—which aim to empower our customers to get information easily, send a request, or get the support they need.

The use of digital channels allows us to focus our frontline (customer care) support to customers who are faced with complex concerns, as well as senior citizens. It also enables us to allocate more resources to address concerns that do require frontline assistance.

Our hotlines—211 (0277301000) for Globe, or 808 (0277301500) for TM, and Facebook messenger—are still available 24/7, and we made the instructions simpler so that our customers can easily follow them. Customers can still report a request or concern (e.g., repair), and do full self-service transactions (e.g., reconnection).

We are grateful to Mr. Ocampo for sharing his experience as we value customer feedback. These are lessons that help us become better. We also recognize how many others may have experienced challenges in reaching out to us for service concerns, even as we continuously improve the way our stores and digital channels extend service to customers.

Once again, we offer our sincere apologies to Mr. Ocampo as we assure our customers that we are committed to be better every day to earn their trust and enduring relationships.

YOLY C. CRISANTO
SVP group corporate communications
Globe Telecom, Inc.