CSR Syndrome…
As you all know, Etisalat is the only telecoms company here in Dubai and I was unfortunate enough to suffer downtime two days ago. Thus a blog could not be written nor could I do my work at home (yes… Homework). Well, my wife was happy because I would be able to sleep early and pay more attention to something not related to work, surfing or blogging. As for me, I was pretty irate about it because I could carry on with my work, my boss was in town as well, what a coincidence. Anyways, I was going crazy and I have done all that I could resetting the ADSL router and all. Well I decide to call the toll free number and have this thing sorted out after hearing rumors that my sister has not yet paid for the internet bill. (Which was true but was not the cause of the problem.)
Getting down to business we did the basic routine and spent around 20 minutes trying to sort this out. But nothing we did over the phone resolved this issue and he had to call reinforcement and worse of all it had to come 12 hours later. Feeling depressed, like my life line taken out, I just went to bed early (1:30AM… Lolz). Hoping that time will just take its toll and everything will be fixed.
Waking up and hoping, I tried again in vain. Before leaving work I was hoping that the technician would arrive but alas, nothing. I left home 9:30 and to my dismay, the technician called and asked me to try again. I called my wife and instructed her like a good customer service technician that I am and well, it worked and my wife did the work. It was great. The fact that the turn over for service was less than 24 hours is very good indeed. Kudos to Etisalat! As for me, I loved what happened, I missed the feeling of fulfillment, being able to direct people over the phone. The people from GS ADT know what this feeling is and I just want to remind my guys, though we work for the money the feeling we get when we over come the odds, help people who think lowly of CSRs, it just brings a smile to my face. Now, who da man!!??
ADT Peeps, I miss you guys!
"Jay was the first to help and gave me some excellent tune-up tips, which worked VERY well. As far as follow-up, I spoke with Melvin and he was the best. We finally came up with a solution for my problem and he was very informative and professional in his approach. Both are great and should be commended for their work. Thanks again for everything. I will definitely recommend you to all my computer friends. Sincerely, Robert Eller… A satisfied user."
- Robert Eller, San Francisco, CA
Subscribed since March 2002
"Peter, Melvin, Jason, and Dennis and have been very patient, and most of all, very attentive to the problems I was facing with my computer. They have brought customer service to the next level. I highly commend them for their efforts."
- Steve Sison, Fremont, CA
Subscribed since April 2002
"I debated for a week on signing up and paying the money. After doing so and working with your tech support agent, I feel it was money well spent. I am very pleased and will recommend Dr. Tech. Melvin was friendly, supportive, and guided me through each step; I was made to feel very comfortable. Thanks again!"
- David Johnson, San Francisco, CA
Subscribed since Feb, 2002