BACKGROUND: I'm arranging my boss' mission to SRI. In her itinerary, she will be staying two nights in SIN, one night of which will be on her personal account. Yesterday, I received a call from Special Agent informing me of a tax charge because of the two nights.
Special Agent: Ma’am, aware naman po si Staff X na may tax na i-chacharge sa kanya na Y amount for staying in SIN diba?
Ako: Huh? We weren't informed.
Special Agent: So ihohold ko po muna ang processing ng TRA nya?
Ako: Okay. Can you send me a written explanation about this? As I need to inform my boss that there is such a charge.
Maayos ang usapan.
Several minutes later, I received an e-mail with a PROFORMA INVOICE. No explanation, whatsoever. I called and asked what it was for, I also sent an e-mail addressed to the sender, and to Special Agent X reminding her of the written explanation.
After 5pm. Nothing.
This morning, I called their trunkline looking for Special Agent X.
Ako: Hi, can you please connect me to Special Agent X?
Operator: May I know who's calling Ma'am?
Ako: This is worst nightmare.
Operator: Okay, please hold Ma'am.
Was put on hold for 1 minute
Operator: Hi Ma'am, tungkol daw po saan ito? Sabi po nya na-process na daw po yung TRA ni Staff X.
My thought balloon: Aba! At nagmamaganda?! Tungkol saan?! Director ka na hindi pwedeng tawagan? At kailangan i-screen? Ako (
controlling my temper): Please tell her this is regarding the tax charge for Staff X. I just want to follow up the email that I asked from her. Can I talk to her please?
Special Agent: Yes, ma'am?
Ako: Hi,
Impakta, na-send mo na ba yung e-mail na hinihingi ko kahapon?
Special Agent: Nag-email na daw sila kahapon ah. Tsaka nag bigay ka na daw ng "Go" dun sa TRA.
Ako: Wala akong natanggap na e-mail. Ang natanggap ko proforma lang, na wala man lang explanation kung para saan yun. I need an explanation why we are being charged for this which I can forward to Staff X. At hindi ako nagbigay ng go.
Special Agent: Yun na nga po yun. Yung proforma para sa tax.
My thought balloon:
This is a recording.Ako: Special Agent, hindi ba humihingi ako ng e-mail, written explanation, kung para saan yung tax? I sent an e-mail to you about this.
Special Agent: Ah okay. Sige po, ipapapull out ko sa front desk yung e-mail nyo para masagot kayo.
Ako: And one more thing Special Agent, hindi ba kami pwedeng tumawag sayo? Kasi parang nakakabastos na pag tatawag ako sayo babalik pa sa akin yung operator para lang tanungin kung tungkol saan yung tawag ko.
Special Agent: Eh kasi po Ma'am sinescreen lang main yung calls. Kasi meron namang iba na pwedeng ihandle ng front desk.
Ako: Pero when I called asking for you, it means that I need you. Not any agent. Right? Tapos may sasabihin pa yung operator nyo na hindi ko naman primary concern.
Special Agent: Ah okay. Sige po, sasabihan ko ang operator.
I got tired. It seems she's not getting my point so I hung up.
When you're a service provider, the first thing you have to do is LISTEN, and you have to do this really well to satisfy your customers. LISTEN. If you fail to listen the first time, I assure you your suggestion box will be full in no time.
