After my grueling and almost traumatic experience with Smart's customer service, I am quite relieved after how my brother and I were treated at SM City Sta. Rosa. We needed to have his Telesulit replaced with a Budget Card becaust he thought that Telesulit is the prepaid card you can use to call abroad. Honest mistake on his part. He didn't know that there is exists a special land-based phone that only works with pre-paid cards.
So we both approached the Information Center that sold him the card. The customer service representative cordially listened to our needs, and told us to go to the Customer Service counter inside the Department Store itself. So we followed her, went inside the department store, and since the counter was not in sight, we asked one of the cashiers where the customer service was. She told us that there were two: one on the ground floor and another on the second. I asked which one is nearest, but she asked instead what our concern was. We told her that we needed to return a product we bought, so she immediately told us to go to the second floor. We were about to take the escalator nearest us, but she instead told us to take the other one farther us because the customer service is nearer that escalator, and even told us which cashier number it was nearest to.
Wow! What a relief! Customer service at its best! This is what I call efficient customer service even if it was already 7:00 in the evening, and they must be tired already. But this doesn't stop there.
When we reach the Customer Service counter, the girl was also very courteous. She did not immediately give us a reply whether we could refund or not. She tried to call someone through the phone, and it took her a while. There was another man lined up after my brother, and the other free customer rep immediately noticed that there was another customer waiting, and instead of calling him to approach her, she instead approached the customer to spare him of moving around the cordon. Impressive!
When the customer rep finished her phone call, she gave us bad news saying that she already called the Branch Customer Service Head to verify his concern, and that he really couldn't return nor replace the card. Although they did not solve my brother's problem, they handled the situation very politely, and efficiently. Before rejecting our concern, she made all possible ways to make sure that she can solve our problem.
Kudos to SM City Sta. Rosa! So far, the best in customer satisfaction. I wonder when they will fail me. Hmmm. Hopefully not. :)
When we reached
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