Global Tel Link Informative - No Respect!! - GTL Customer Service Representatives
RANCHO CUCAMONGA, CALIFORNIA -- About 5-6 years ago, I received some informal and ambiguous letter about customers being forced to use GTL to receive institutional calls. I wasn't happy about it ( accepted it because we weren't given a choice); and wasn't very impressed that the phone companies don't think enough of customers, whom whether their loved one is incacerated or not, doesn't deserve a competent explanation of decisions that are being made that affect us. ALL money is green and we work just as hard for it as the next person and we definitely take offense to being treated as if we are ALL indigent and unintelligent. This is where the problem comes in with most customers and these companies that have decided to monopolize our institutional phone system/s because they saw a money pit. We have just as much right to be treated with respect and receive competent information as does anyone else/
Because I've experienced this many times myself, I can say with much certainty that if a customer is calling and demonstrates frustration and hostility it's likely because you are not the fist person they've explained the problem to or the first representative from GTL to talk to THEM like they are second class. I think it's TOTALLY ridiculous and unacceptable that we have to talk 5-10 reps before we can get ONE resolution. Besides, what is the probability any resolution will competently be obtained when ANY question/problem you asking or have, the answer is different with each representative you speak to. If you speak to 10 reps, you'll get 10 different answers to the same question. The only time a professional can't remain professional is when they are not competent and confident in THEIR knowledge base.
Furthermore, GTL reps talk to us like we are stupid and less yet WE are suppose to have the answers to the foul ups that are happening as a result of NO CONTINUITY within GTL departments and a lack of training and/or competence on the product they are selling by the millions. Every representative there is not answering those calls for FREE. We pay very dearly. Therefore, we do not appreciate being spoken to like you all are doing us some kind of favor. You are doing the job you applied for, trained for, were hired for, and are PAID for. Attitude begets more attitude. Thus, with most, you will be UNABLE to address us in these ways and expect that the reaction won't reflect our distaste for it.
The PUC rules, which governs all telecommunications, stipulates customer service to have access to a Supervising Staff at all times and also rules entitle customers that ask to speak to one be allowed to do so. My experience with GTL has been that whenever that request is made, supoosedly there is not one available (will call you back but, NEVER does; or better yet, all of sudden the call just "accidentally" is disconnected. Not only are you not following the rules to stay in telemarketing business, it's rude and unacceptable to customers. We are not the fools from the slums GTL is so convinced we are. Most of us are hard working and educated people who make an honest living. We don't take kindly to being treated as if we are not worthy because of a judgment you've made about us. If GTL was not qualified and equipped to take on this gigantic responsibility, then they should've kept their noses and greedy little hands out of it. Plus, hiring people that have no etiquette in public relations doesn't say much about GTL's hiring practices. However, don't take it on and then expect us to accept second class customer service and reps where I know and understand more about GTL than they do. That's ridiculous! ..And we will not accpet it; so it's a two way street. If you want to be treated respectfully then act respectfully. It is not pleasant to our ears when GTL reps come on the line and first off, we can barely understand even what they are saying; second, their tone is ugly and their speech condescending. No GTL- we don't accept that. It can be verified just how much professionalism this company lacks when they allow employees to sign on this web site and submit a message as condescending and cheap as emailer (udon'thaveuseGTL) posted. They don't even use proper English. Yet, we are supposed to happily hand over our money? GTL doesn't provide service. They provide a line. Besides, that is an incorrect/inaccurate statement. For years, we were FORCED to use GTL services because they monopolized certain areas and institutions.
It is just now coming to pass, that we are being offered other options possibly; and that is still not the truth for some institutions and some areas. Because it can safely be assumed that those who have a choice, will exercise that choice. Most of the customers that remain on GTL's payroll are those who are FORCED to be there.
It is unfortunate that a loved one has to be incarcerated for whatever the reason. However, this does not give ANYONE throughout ANY company the rights to treat the families, whom keep their company in business I might add and food on GTL's employees' dinner tables, like we are second class, indigents, unintelligent, on welfare embasils. We didn't ask to be here and have to deal with businesses like GTL. We are just dealing with a situation that we've been placed and try to make the best of it. Before you do that, think again. There's over 3 million in the inmate population and someday you may find that you are one of them or someone you love is one of them. Incarceration can happen to anyone. This doesn't just belong to those who may live in poverty or in certain areas of our cities; it happens to those in Corporate America also. Turn on the news and get educated.