“Philippines? Why can’t they give me somebody who is from the United States? I do not understand what you are talking about. You are not giving me the answer I need. Why the chair was charged in my Regular Plan while the charge receipt was in the Club plan?”
While still on the phone, the customer told me to get a manager for her to talk to. As I went to another phone to call the store manager, one of my associate told the customer, “She’s from the Philippines.” (which the comment was pertaining to me). Then I got back to the customer to attend to her concerns when she told me, “that girl (pointing to my associate) said you are from the Philippines. I have nothing against you. You are nice to me. It is just that I am disappointed how this credit representatives work. And she (pointing to my associate again) should not get into this.”
Ugh! That was a very stressful situation. Good thing I was calm 🙂 I was not negatively affected how the customer reacted on her conversation over the phone with a Filipino representative. The store manager took care of the matter. He explained everything to the lady customer. Afterwards, she made two payments for her store credit account.
I understand how complicated customer service representatives’ jobs are, especially when they are working in Asian countries. Some are knowledgeable in handling credit services. Others still need more training…I think.