Embedded Files
A strong opening when you interact with your customer is important as it will spell the tone of the entire conversation. Make sure you properly greet your customer, open the correct account, and conduct the proper account authentication at the start of your interaction.
Opening Spiel
Spiel: "Thank you for calling PLDT. This is (Name). How can I help you today?"
Agents on handling prank calls, ghost calls, and difficult customers.
Agents on handling prank calls, ghost calls, and difficult customers.
Hotline agents shall use below handling spiels per call scenario:
A. Caller asks personal questions on the agent.
This will be tagged as a prank call if at the onset of the call subscriber asks personal questions without any valid concern. Personal questions may include but not limited to asking for personal contact number, home address, Facebook account, email address and relationship status.
Suggested Spiel:
“I’m sorry Mr./Ms. ______ (state subscriber’s name), but we cannot entertain personal questions. May I know if you have any concern related to PLDT Home?”
If the caller insists on asking personal questions, agent may end the call and deliver the closing spiel.
Suggested Spiel:
“I hear no valid concern. I am very sorry, but I have to end this call. Thank you for calling."
B. Caller initially seeks assistance for a valid concern but suddenly uses offensive words/statements.
Suggested Spiel:
"Thank you for letting us know about this, Sir/Ma'am <name of the customer>. I understand your frustration. Let me help you with your concern.”
C. Caller continuously utters offensive statements despite an effort to pacify him/her.
Suggested Spiel:
"I am so sorry that you feel this way, Sir/Ma'am <name of the customer>. We will work on this to ensure the resolution of your reported concern."
D. Caller has been warned twice but continues to be abusive, call will be escalated to Team Leader.
Existing handling for Supervisory Call applies.
Suggested Spiel:
“I truly understand your concern/s, Sir/Ma'am <name of the customer>. I am currently doing my best to help you resolve this.”
Reminder to agent: Remain calm, use your best listening skills, sympathize, apologize gracefully, and find a solution.
E. Caller has no valid business-related concerns which are not limited to e.g. asking for load, subscriber keeps on laughing, not giving valid response despite probing.
Suggested Spiel:
"I am sorry, Sir/Ma'am______ but I am going to end this call now due to no valid response. Thank you for calling PLDT."
F. Caller is not responding at the start of the call.
Suggested spiel upon receiving call:
"Thank you for calling PLDT. My name is ____________, how may I help you today?"
Wait for customer’s response for 5 seconds. If no response, repeat opening spiel twice.
If still no response, deliver closing spiel:
“I hear no valid response. You may call again. Thank you."
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