this is in relation to the the nokia C3 product problems we have elevated to the nokia care center.
we had called the nokia care center a few days ago. we called again yesterday to follow up. when the call center agent talked to us, we promptly gave the reference number we had for the case. after a few seconds, to give time for the computer of call center agent to have our record appear on his computer monitor, we told him why we called:
me : i called a few days ago and the agent told me she will call me up gain during that day to let me know status of my request. she did not call back then and i have not received a call since then, for 3 days now.
nokia care center agent: sir, nobody called you yet about it?
me : yes, nobody has called me and i want to know the status.
nokia care center agent : did anyone call you , sir?
me: no, nobody has called me yet.
nokia care center agent : sir, nobody has told you the status for your case?
me: wait a minute – look i have already told you nobody has called me about it yet. you have asked me the same question in 3 versions already, i will give you the same answer. please do not ask me the same question in a 4th version .
listen to me – nobody has called me since i first called to tell me what the status of the case is. let’s move on and tell me what the status is.
i did not understand why the call center agent asked me the same question in 3 versions. i had to stop him after the 3rd time as i felt he was preparing to ask me the same thing in a 4th version. what was the point of it? did he think i will change my answer if he asked me again? 3 stupid questions in a single call!
the net effect of asking the same question in 3 versions is only to lengthen the conversation. asking the same 3 times will not give the call center agent any other information nor make his understanding of it better but it will only annoy the customer.
we are starting a new series in this blogs on stupid things heard at philipine call centers. it’s a good time to star this series as we read in the news the philippines has overtaken india as the call center of the world.
Stupid Thing #1:
just recently, i forgot my credit card in a makati restuarant. i found out my credit card wasn’t with me in the evening while i used the credit card during lunch. we immediately called the BPI credit card call center (89-100) to ask if there are unauthorized charges made on my credit card and to cancel the credit card to block any unauthorized charges.
a male call center agent answered my call. first thing i told the agent was i had forgotten my credit card in a restaurant and i want to know if charges were made and i want the card cancelled.
first question asked by the call center agent : “sir, what is the credit card number of your card?”
my reply: ”er, i lost my credit card, i don’t have it with me – how will i know my credit card number?”
grrrrrrr. i thought that was a really stupid question to ask.