Published on April 25th, 2010 | by Babar Bhatti8
P(tcl) is for Pathetic Customer Service
This is one of the recurring themes in Pakistan telecom industry. Customers are given a hard time on a regular basis. On one hand we see commercials with beautiful smiling people holding phones. The reality is quite different: service levels and the satisfcation with customer service is going south. This is shown by various indicators such as complaints registered with PTA, notices issued by PTA, online chatter such blog comments and general media reports. Despite the growing number of issues, PTCL remians oblivious and issues statements which are completely out of touch with reality.
Here’s a case in point. I was trying to change the EVO broadband package. Instead of a straightforward self-service option I had to figure out what number to dial to make that simple change. I started with one, had to go through long hold time and then I was told to dial a different number. And the same thing happened 3 times. The message I heard was familiar: This is not something that our department handles, its the other “department” so please contact them. And sorry, we cannot transfer your call, you’ve to start all over again.
This is just one example. If you go through technology blogs, you will see countless other stories of poor customer service and lousy business practices. Apparently no one is listening.