Wednesday, August 25, 2010

Globe Chat Assist

Was he too friendly? Given too much info? Or I just lack in closing clues?

[caption id="attachment_4354" align="alignright" width="271" caption="Globe Chat Assist"]Globe Chat Assist[/caption]

Page 1
DATE: 2010-08-24 15:23:38
INQUIRY: postpaid
AGENT: MJ
SUBSCRIBER: Adrian
Transcript:
[14:44:27] System message: You are now chatting with MJ
[14:44:32] MJ: Hi! how can I help you today?
[14:45:55] Adrian: Hi Mj
[14:46:05] Adrian: Can you unsubscribe me to Mobile Tweets?
[14:46:47] MJ: I am glad to assist you with your concern Sir, but before we proceed can I ask first
for your full name, Globe mobile number, other contact number and e-mail address please?
[14:47:19] Adrian: Adrian Cuyugan
[14:47:21] Adrian: 09175007931
[14:47:25] Adrian: adrian@foxyreign.com
[14:47:28] Adrian: *******
[14:48:47] MJ: thank you for those information.
[14:50:07] MJ: Let me get back to you on that. Please give me a 2-3 minutes to look for the
information you need.
[14:53:36] MJ: Hi,I am still trying to get the information you need. Can you give me 2 more
minutes?
[14:54:42] Adrian: sure
[14:56:06] MJ: thank you for waiting
[14:56:33] MJ: To unsubscribe, text STOP @ then SEND it to 2363
[14:56:40] MJ: that is free of charge
[14:56:49] MJ: Txt TWEET to 2363 for free info.
[14:56:56] Adrian: ok got it
[14:57:41] MJ: okay sir, is there anything else that i can help you with/
[14:57:48] MJ: okay sir, is there anything else that i can help you with?*
[14:57:56] Adrian: how can i get unlimited suring within my glfex plan?
[14:58:39] MJ: may i have your handset model please?
[14:58:39] Adrian: surf*
[14:58:43] Adrian: iphone
[14:59:49] MJ: Let me get back to you on that. Please give me a 2-3 minutes to look for the
information you need.
[15:02:18] MJ: thank you for waiting
[15:04:38] Adrian: ok
[15:05:16] MJ: you can subscribe to super surf for 1200
[15:05:23] MJ: that is on top of the bill
[15:05:27] Adrian: will that be on top of my bill?
[15:05:28] Adrian: ah ok
[15:05:31] Adrian: thanks :)
Page 2
[15:05:55] MJ: yes sir, that is unlimited all day surfing that is good or 30 days
[15:10:54] MJ: are you already aware with the information
[15:11:51] Adrian: not really
[15:12:08] Adrian: im just confirming if i can avail of unlimited surfing within my consumable MSF
[15:12:45] MJ: no sir, that is on top of the bill still
[15:13:02] Adrian: ok
[15:13:06] Adrian: got it
[15:13:09] Adrian: thanks MJ :)
[15:13:36] MJ: yes isr, and for that
[15:13:50] MJ: if you are decided to avail the super surf 1200
[15:13:59] MJ: you may chat with us again
[15:14:06] MJ: or you may call the hotline
[15:14:14] MJ: to facilitate the request
[15:14:34] MJ: for us to process your request
[15:14:39] MJ: of super surf
[15:17:41] MJ: Hi, I have not received a response from you. Are you still there?
[15:19:09] Adrian: im still here
[15:19:15] Adrian: sorry was doing something
[15:19:20] Adrian: thanks for the info :)
[15:20:06] MJ: SUPER SURF PLAN is a new add-on data plan that offers unlimited chatting,
downloading, emailing and surfing for Globe mobile postpaid subscribers. Super Surf is suitable
for any kind of phone.
[15:20:33] MJ: Has a monthly service fee of P1,200. per month on top of the Globe mobile
postpaid plan monthly service fee. The MSF of Super Surf is charged to Globe bill.
[15:21:08] Adrian: im not interested for now
[15:21:33] Adrian: ill change plans anyway after lock in period so i can avail super surf or whatever
offer will be available next year
[15:22:24] MJ: i see, sir.
[15:22:42] MJ: okay. is there anything else that i can elp you with?
[15:23:01] Adrian: none else, thanks again MJ
[15:23:08] MJ: Thank you for using Globe's Chat Assist. I'm pleased to serve you anytime!
[15:23:37] System message : Chat Session has been ended by the chat assist representative

Friday, August 20, 2010

Incident Management

WARNING: Plain nonsense work rant

I apologize, I do not have the precious time to compose a neat and polite post.

He was so furious and annoyed and defensive that he mistakenly typed my group.
Correction: it should be do not make COMMS (his support group) look like....

WELL IN FACT YOU ARE NOT DOING YOUR FUCKING JOB!

ITIL v3 Incident Management requires all communication logged for transparency and in case something or someone fucks up. POTA!

[caption id="attachment_3918" align="aligncenter" width="540" caption="Remedy Incident Management Console"]Remedy Incident Management Console[/caption]

Thursday, August 19, 2010

Night Shift

This night shift schedule is starting to hit me. Technically, this should have started more than a quarter ago -issue with ISD and stuff which led for its gradual delay which was a good thing, actually.

When I joined here and I knew that it would be a shifting schedule because of the nature of Service Operations (haha ITIL v3 boast), I accepted the offer. But I wasnt expecting that it would be so drastic that you could have an 8-hour-difference-schedule-change in a week... twice!

All good for now. I just hope that it wont really strike my Circadian Rhythm big time. Besides, I cant handle any unstable decisions for the next two years until the rest of my family is settled. Again, all good.

This is just a daily rant. More to come! :D