Rica Joy B.

Cura
MM31

PLDT CUSTOMER SERVICE:

Current Situations Action Plan Desired State

Give a customer limited time To have a better

Poor customer service
for live customer service
representatives.
Daily checking of all
operators.
Improve customer service
performance for customer
service.
To have a quick response to
the concern of the customer

Current Situations:

 I observed that PLDT has poor customer service because they will make you wait for customer
representatives and ends with automated response that can’t even help you with your concerns
regarding to internet connection. Also, According to Gonzales (2020) , PLDT customer service
hotlines continue to be limited in operation because of the pandemic. Typically, a call now ends
in automated responses that, at times, aren’t always helpful to specific concerns such as having
a line disconnected or having it transferred to a new location.

Action Plan:

 PLDT needs to give a limited time for their customer to response regarding to the concern of
their subscriber. It will give their customers a way to reach them in the exact moment that if
subscribers have questions or problems that they can’t solve they can response quickly to the
customers’. With this it can assure that it will build strong relationship with the customer.

Desired states:

 According to Petersen (2019) , Having a customer service representatives help businesses

develop strong relationships with their clients and customers. Representatives answer customer
questions, help resolve problems, process refunds and make suggestions regarding the purchase
of additional products and services in a quick and approachable response. It will help PLDT
improves their customer service and to have a better performance.

References:

Gonzales, G (2020) , With hotlines hampered, complaints flood PLDT, Globe social media pages

https://www.rappler.com/technology/features/globe-pldt-customer-service-facebook-pages-
complaints-2

Petersen, L (2019) Duties & Responsibilities of a Customer Service Representative

https://smallbusiness.chron.com/duties-responsibilities-customer-service-representative-759.html
Rica Joy B. Cura
MM31