An Open Letter to the Customer Service Department of PRO-FRIENDS

Dear CRG,

I know you are feeling down... After all, you deal with tons of buyers who have been transformed into detractors of Lancaster New City and your employer, Property Company of Friends. Fret not, for there are people who forgive your faults and understand why you have those. For now, what I want you to know is that you have a believer in this blogger. 

Let it be said that I don't believe your detractors on the web. They say that you have a useless phone line, for instance. I think "useless" is an overstatement. While there was indeed a time when I had to wait for 4 hours before you had picked my call, the important thing was I got the answer I wanted. Would they say that Meralco's phone line is also useless?

I also know you are a busy department that gets perhaps, a thousand emails a day. I had emailed you once, and got a reply within that week. That's what's important, right? Your mailbox is always flooded, but you saw my one email. You saw that one email despite it being surrounded by dozens of re-sends from impatient people. AND you replied, appropriately.

It is also true that your front-liners sometimes look too tired to handle clients. Maybe you are just under-manned. Still, I understand and so should the other customers that line up on your waiting chairs.  Customer Service is not an easy industry to be in. 

You know the one biggest reason why I commend you? You still perform despite how much your detractors pull your reputation down. They may shout at you or throw chairs at your people or pepper you with cuss words on the phone and through email, but at the end of the day, you are a functional customer service department. You process papers and payments. You answer queries.

Dealing with people like that with class takes so much effort. You do that almost everyday, right? You are more than functional. Go on and make more PRO-FRIENDS buyers realize your worth until they get the keys.