Customer Service Representative "Confessions" (As Promise)

What are the day's highlights of a Johnny Air's customer service representative? Usually, a customer will inquire about their money remittance, when will it be delivered or credited to their accounts. They also inform a customer on a regular basis whether they can remit, pick-up or withdraw their money on a specific branch. Sometimes they inform a customer if an account is dormant/close, invalid, or matches the SDN list (please click to view the reference). But isn't it frustrating that in spite of your eagerness to deliver good service, s#!+ just happens (I apologize for my innuendo, lol. I'll tell you the highlights later).

Few of our customers really are early risers doing confirmation on their remittance -- Jonathan Lopez, Elsie Balajadia, Zenaida Ubaldo, etc. We have to maintain enthusiasm (even with OOB - Out of Breath) despite of the trouble of beating the bundy clock on time, beating the monsoon, traffic and exaggerated long walks (or walkathons), PC on BSOD (Blue Screen of Death. You should not just mind this since I'm not talking about PC troubleshooting), or spilled coffee over the keyboard (real nasty).

Image courtesy of http://georgia.backpage.com/

Our manager once said, (actually, he said it more than once, maybe thrice, I'm not sure. I just wanna deliver a good speech here.) "Always wear a smile when answering the phone". Not much of a help really on our end, people think we may be crazy. But somehow, whenever we speak as he said, we gave the person on the other line some assurance on something. We make them calm like, "Okay, sige, hihintayin ko ha." (Okay then, I'll wait for it.), something like that, where it seemed that they would wear a warm smile too.

Some person are weary when they call our hotline. "Sigurado ba'ng madedeliver n'yo 'yan today? Pambayad kasi yan ng kuryente" (Are you certain that you're gonna deliver that today? That money will be use to pay our electric bill). "Yes ma'am. Our couriers are on their way and will get to you as fast as they can", or "Your remittance will be credited to your account in no time". And after each conversation, we would always express a sincere gratitude.

Some people are like that. While some, well, they aren't (scoffs)

Sometime in the afternoon between quick siesta and Alt+Tab browsing (if you know what I mean), a telephone may ring. It may be Sir Jess (one of our managers) doing in-between checks about a particular something, a manager from other banks doing confirmations from encashment or check, or an angry caller, aggravated about an undelivered money or delayed credit. Who knows? Just sayin'.

Image courtesy of http://memoirs.ladysoda.com

Wait ... yes indeed. It's the aggravated caller. How do we deal with them? Nothing special really. We just have to talk to them calmly and nicely as we satisfy their needs. And we always prompt them our deepest apology, hoping that somehow their "abomination" would go away, when somehow, it wouldn't. (scoffs)

Johnny Air Customer Service Representatives are real, living, breathing persons like you and me (lol). Blaming them for your delayed remittance, screaming at them while trying to get an audible answer isn't going to work. (Again lol). That kind of attitude won't settle anything. It's not like that we have the money ready to be teleported anytime through the telephone lines, or with a flick of a finger your money is right by your side. These kinds of situations are thoroughly  investigated and needs step-by step procedure. For once and for all, we can be your shock absorbers but please ...  don't abuse your privilege. Nothing cannot be settled when you're calm. Ayt peeps? (lol)

(Sigh). Another day was served. I'll leave you with some conversations that I found kind'a funny inside our boiler room. I don't know what topic will come up next week. Let's just hope that I would not get a busy workload. (lol). Just get ready for more because ... Here Comes Johnny!



Customer Service Representative Jokes

Call Center Agent: Johnny Air good morning ... ay good afternoon ... good evening pala!

Caller: Hi, good afternoon. Bukas kayo bukas?
Call Center Agent: Opo. Bukas po kame bukas. Wala din po kaming holiday.


Call Center Agent1: Sinong nakakausap kay Sapnu? Lalaki daw ang kausap n'ya!
Call Center Agent2: Lalaki ba talaga ang kausap? Siguradong lalaki?


Caller: Hi, follow-up lang ako ng remittance kung meron na.
Call Center Agent: Can I have your last name?
Caller: Apellido.
Call Center Agent: Opo, ang apelyido n'yo po.
Caller: Apellido.
Call Center Agent: Opo. Ano po ang apelyido nila?
Caller: APELLIDO ANG APELYIDO KO! Meron na ba iho?

What is OFAC?

Image courtesy of publicintelligence.net

What do you know about OFAC? Most of us heard the word but what does it really mean? One of our clients I've called recently for a verification regarding her full name, address, her current status and relationship to the remitter, asked me what it meant. I could not tell her that it had something to do with terrorists and narcotics traffickers since such term may flabbergast her. I only told her that she has a ...  uhmm ... namesake! Then after a while, I called her back for a confirmation. I was taken aback when she said that I lied. Then she insisted that her name has nothing to do with a person that goes by the name of Sahiron.

So what is OFAC really? OFAC or Office of Foreign Assets Control is an agency of the United States Department of the Treasury under the auspices of the Under Secretary of the Treasury for Terrorism and Financial Intelligence. OFAC administers and enforces economic and trade sanctions based on U.S. foreign policy and national security goals against targeted foreign states, organizations, and individuals.[1] (Does this make your nose bleed?)

In an empirical view, OFAC controls groups or individuals such as terrorists and the like, hindering them from transacting and funding, or freezing them of their assets. And in order to support this enforcement, OFAC maintains and regularly updates a Specially Designated Nationals or SDN list.

Sample SDN List

What is SDN list? SDN list is a collection of individuals, companies groups and entities such as terrorists and narcotics whose assets and transactions are blocked and prohibited.

Question. What about the remitters from Brunei? Would their beneficiaries be affected by this policy? Answer. U.S. Department of the Treasury has no jurisdiction over Brunei since individuals involved does not reside in the U.S.. But since the policy exists, and Philippine banks observe this sensitive procedure where account holders should meet OFAC compliance that would exactly match the SDN list, thereby we will only block a transaction. But you don't have to worry since you're not or with any alliance with a terrorist at the first place wouldn't you?

I guess this wraps it up. And I did not forgot my promise regarding customer service representative "confessions". Until next time. Get ready for more 'coz ...  Here Comes Johnny!

"What's in a name? That which we call a rose by any other name would smell as sweet." (Shakespeare). But if your name is in the SDN list, would it still smell as sweet? 



Reference
1. http://en.wikipedia.org/wiki/Office_of_Foreign_Assets_Control

Here Comes Johnny

When it comes to delivery and transport, Johnny Air Cargo is one of the best. Although there is a wide variety of solutions to choose from, Johnny Air Cargo has a whole lot to offer.  Aside from transporting money, package and parcels, we also have solutions for warehousing service, travel service, online shopping and loaning. 

But I'm not here to acquaint you to our overwhelming services. I won't even mention how Johnny Air came where it stands now. Imagine you're watching a show called Mega Structures. You're on a factory where potato chips are being processed and packed. But I'm not gonna be carried away. I'm not gonna tell you our secret ingredients. (Lol). Okay, 'nuff said.

Work starts as early as the parking officer starts ticketing drivers and towing trucks starts pulling away improper parked vehicles (kidding). We start 7 AM sharp. We retrieve encrypted database files from our highly secured server. The database will then be decrypted and will be printed out for editing. 

It will then be edited and segregated by highly trained officers to their designated codes. Bank-to-bank orders on the other hand, will be handled by a special program because unlike deliveries and pick-up orders, bank-to-bank orders are account numbers that has branch codes delicate to its specific designation. 

After the orders were edited and reorganized, a printed hard copy called Listing will be produced and disseminated to different personnel. A designated officer is in charge to disseminate orders to the couriers.

Bank listings will be handed over to computer officers assigned. Some banks have Real-Time credit to account basis,  while others have a Cut-Off-Time.

Johnny Air Visa Cash Card is our fastest credit to account service. If there is real-time credit, well, our cash card is beyond real-time. How beyond you ask? You have to experience it yourself because I'm telling you, it's pretty overwhelming.

Johnny Valdes, the Johnny Air Cargo Chairman use this, not only for money transfer, but for a lot of advantages. Since it's a Visa Card, it can be used to withdraw cash at over a thousand ATM's (Bancnet, Megalink and ExpressNet) nationwide and at over a million worldwide.

Our cash card is a Debit Card. The difference between a credit card and a debit card is that you don't have to be anxious every month for bills. It is as good as cash. It's like you're carrying a vault full of money, with a size that can fit on your pocket. You can pay for your purchases from department stores, supermarket, restaurants and other outlets nationwide and worldwide with no hidden charges.

Other advantage of Johnny Air Visa Cash Card is that you don't have to get out in the comfort of your home. Paying bills and online shopping can be done. All you need is an internet.

I have to admit. Some banks conduct maintenance and encounters unexpected system errors while couriers will be caught up in traffic or unavoidable circumstances that will result delay. And when a customer's remittance is delayed, complaints happen. It's inevitable. But at some point, our company's progress relies on our customers. And when they talk, we always listen. We believe in your voice, and we will always be here. I need to have a say on this ... but this will be on my other story, err, I mean blog.

Next time, I'll be talking about customer complaints and other customer service representative "confessions". Get ready for some awesome and big surprises because ... Here Comes Johnny!