c r o s s+r o a d s

" Now Tell Me.."

Power went off in our community before 8:00 AM...

Please evaluate if I should feel otherwise.

I called their center and reported the power interruption, but before I even finished my piece, the service provider acknowledged the problem (someone from the community called ahead) and advised that help is on the way. Since we can't do almost anything as the summer heat is annoying, I decided to bring my family to Robinson's Place and watch "Eight Under". After which, we bought something at SM City Manila before heading home.

We got home at around 6:00 PM and to our , electricity is not yet restored. I called their center again and inquired of the status. The agent responded that they have coordinated the matter with their technical service group but have not receive feedback yet. Finding no satisfaction from the agents answer, I requested to talk to a person in authority. They promised to call me back.

Took off again to cool down in an internet cafe. I arrived home almost 9:00 PM and to my , power is still not restored! I called again and they explained that:

• One group already responded in the morning and fixed the problem. Restored the electricity to the rest of the town, unknowing that the stretch of our street was left out.
• Same group returned at around 7:00 pm and did repair works but they run out of supplies/tools to fix the problem.
• They endorsed the problem to another group who will come back at 10:00 PM

?#!!

I kept my patience as I present my point to the agent:

1. The problem is not caused by force majure or terrorist act, the line tripped and the fuse in a transmission post needs to be replaced. Likewise, the brownout is not nationwide as it involves more or less 50 houses. Certainly it does not take 12 hours to change a fuse.
2. Inefficiency and lack of foresight by the technical crew . After responding to the problem 4 hours after it was reported by another citizen, they don't have extra supply of fuse!
3. Poor Customer Service . The person heading the technical service group lacked the heart for the customers. He failed to empathize with the community who have no electricity for more than 12 hours and contend with spoiled foods in the freezer, crying kids due to the summer heat and other inconveniences related to the problem. Apparently system is more important than "extra mile" or customer satisfaction. He seems unaware that his company is engaged in a service that is a matter of national interest.
4. Failure of the CS agent to keep his word . He did not call back with his boss as agreed.

The experience is reminiscent of the post (Pres.) Cory Aquino era wherein massive brownouts are as normal as going to the wash room.

Situations like this will make you realize

• how you "may" be valued by a company who have no competition.
• employees of the organization may not abide from the mission/vision of the organization.
• how employees think about their organization and the service they provide to their customers
• your own character. You can see and hear yourself deal with people out of anger and frustration.

Issues like this will not help the country move forward and be globally competitive.

By the way, power was finally restored at around 11:00 PM.

"Now tell me......"

posted by ASKSonnie @ Sunday, April 23, 2006