He then emailed me to say that directories are picked up from the nearest I strongly suggest that Manuel Pangilinan give all PLDT officers who deal with customers a reprint of the chapter “Corporate Social Responsibility Towards the Customer.” After all, the book carries a message from him.PLDT office, not delivered, as if to say it was my fault for not picking up the Metro Suburban directory. Whether they are picked up or delivered, the Metro Suburban directory is not included in the set. I verified this last year with my close relatives, friends, and the offices that I deal with before I raised the issue of the non-distribution of that directory in my column of December 14, 2004. In my case, the directories are delivered to the subdivision clubhouse, from where I get my set. The 2005-2006 directories are piled up high in the clubhouse. There is not a single copy of the Metro Suburban listing in that pile.
Subsequently, the PLDT Retail Marketing Services explained that the decision to separate directories was made when PLDT took over the telephone franchise of suburban areas, as if to tell me that PLDT had only recently acquired the Muntinlupa franchise that is why subscribers in the city had not been listed in the Metro Manila directory. When I moved to Alabang in 1983, PLDT already had the franchise for the area and that my name had been listed in the Metro Manila directory until the Pangilinan group took management control of PLDT.
What my experience with the company and my present dialogue with the PLDT AVP on the scarce Metro Suburban directory reflect is that PLDT is terribly oblivious of its obligations to its customers. In the recently published book “Corporate Social Responsibility Basic Principles and Practices” there is a passage that goes “after trading, business is still obligated to have an efficient feedback system in order to resolve complaints and to compensate if needed.”
I strongly suggest that Manuel Pangilinan give all PLDT officers who deal with customers a reprint of the chapter “Corporate Social Responsibility Towards the Customer.” After all, the book carries a message from him.
I guess the passage that claims that PLDT has hotlines and a brigade of customer service operators to listen to hundred complaints per working hour to make sure they are resolved was a concession that the author, my friend and former colleague in the faculty of the Graduate School of Business of De La Salle University, Jojo Maximiano, gladly gave PLDT for co-publishing the book.