This is my first time, that I’m blogging about my internet connection. What happened was, Smartbro failed to correct my billing address and they are being sent to my prior address. I’m not discounting the fact that I also failed to check my online billing from time to time, but what’s the use of a billing address?

For weeks I’ve waited for my Smartbro bill to come, whenever I’d meet the postman outside, he got used to saying “no mail for Ordaz” and people that I do business with knows that I only use my married name for really spared reasons.

Anyone here who are Smartbro subscribers will know that what I say is true. When you go to a Smart center, you are given a number and wait for it to be called. So, I stated my business and in good faith, took their words that they already fixed the problem. My address is now changed to my current’s. I do this every time I pay my bill, so you can see the frequency here. A month ago, my internet was disconnected due to non-payment. I inquired and made sure that everything is ironed out. I was assured that my address problem is now solved. A month passed no bill still…and last night, my internet was cut off, after I paid half of what I owe them. Now, I do not believe that since I do not know how much my bill is, I should pay in advance – isn’t it illogical to pay for something that you don’t know? Yes, I know what my monthly bill is, but how much in print is my question.

To make the story short, I spoke to the Customer Service. And I realized a lot of things about myself. I used to be a hot head on this one.

Patience is a virtue. When speaking to an agent, try your best to be at your best despite the aggravation. They are humans too, they have feelings. Even though what you say may not be directly for them, and it’s about the company, they are still affected by what hurtful things you say because they are the ones listening to you. Try to get their sympathy rather than ask it from them. There’s a difference to begging from being given. You don’t need to be pathetic, or act. Just talk to them in a polite manner despite the hint of anger in your voice. Sarcasm will get you the ire of an agent, so try to choose your words wisely. The usual call flow would go like this: customer is aggravated, the agent shows empathy, and the customer wants action, the agent can only do as much, hence -the supervisor! but the supervisor doesn’t want to be involved because “they want the agent to learn how to handle the call” and therefore the poor agent goes about dealing with the upset client with “my supervisor is engaged with another call right now” and the angry customer rants out, the poor agent tries to scramble for answers, tries to retain their composure. However, had the supervisor did their job efficiently, the agent and the customer will not have gone into a “word war” that would possibly lead to “he said she said”-”your words against mine”-”their fault, your fault” tag game.

My Smartbro call story has a happy ending, because I demonstrated a really great deal of patience and self-control on my part (Yay! I’m improving, LOL!), and I’ve put a bit on my mouth (not literally), my internet connection is now fixed, and here I am blogging about it.

Well now, it’s time to resume my laundry.

Adieu!