@bartowski said:
@RheaMARN1171933 said:
@bartowski said:
Hi Everyone,
First of all, I would like to thank you for sharing your experiences with your respective agents. Naliwanagan ako dun mga experiences niyo na shinare. Maraming Salamat po.
I created this thread because I got frustrated dahil wala ako makuha na updates from my Agent. Ang nangyayare kasi, start and end lang ng process may updates. Nasanay kasi ako sa work ko na every time may update, give it to the client.
I was expecting na ganun din sa process ng migration with an Agent. Every time may update sa current process, ibibigay or iinform ni agent si client. For example, sa pag-submit ng papers for assessment. During the process of assessment, nagbabago pala ung status nun application. Kunwari, submitted then assigned to an assessor, etc. Ito ung ineexpect ko na ishashare sakin ni Agent before. Pero hindi nangyare kasi at the end of the process nalang niya ako inupdate. Pero A few weeks before lumabas un result, nagmessage ako sa kanila regarding the status and they said na assigned palang sa Assessor. Dun na nag-start un frustration ko na bakit kelangan ko pa sila imessage. Hindi ba nila un magawa proactively? Ayun. Nashare ko lang din po.
Anyway, ok na po ako ngayon dahil sa mga shinare niyo. Humaba lang tong reply ko kasi inexplain ko lang kung bakit ko ginawa tong thread na to. Again, gusto po ule magpa-salamat sa inyo. Ang dami ko po natutunan and hopefully lahat ng nandito sa forums na to eh makarating din sa OZ. Maraming Salamat po ule.
Just to clarify on your explanation from the point of view of an agent. No one literally sits in front of the computer to check exactly what part in the process the application is in. There is no point doing this and letting the client know - just imagine if you have 50 applications. Do we message everyone to tell them their application moved in the queue? Will it change anything if the client knows? Can both the client and agent do anything about it if it hasn’t moved to next stage? No. The only time we update clients is when we hear from the assessor/case officer. Other than that, whether one knows which stage in the process he/she’s in, there’s really not much to do but wait.
It’s very vital to set realistic expectations as well. It helps to also understand what happens on the other side of the fence.
Hi Mam, not to offend you po but the process runs up to 8 weeks and I only need 1 update between start and end of the process and I'm fine with it. I'm not saying na they need to check the computer from time to time. They could check kahit isang beses lang in between the process and let me know. OK na ako dun. I know po na hindi natin both hawak un bola but kayo po yung pwede makakita kung ano na yung nangyayare.
" Will it change anything if the client knows?"
- This is very vital in customer service po. It will not affect the result of the application but it will make your client feel safe and will trust you more. For example, nagpagawa ka ng bahay. Inupdate ka lang ni developer nun tapos na. Ano po mararamadaman niyo as a client? Hindi po ba kayo mapapatanong nun kung ano mga ginamit nya na materyales. Papano niya ginawa yung foundation ng bahay, etc.
I get your point Mam because I also experience this at work. Again, I'm not here to offend you Mam. I respect you. I'm just airing my side. Thank you for airing your side too.
Not at all offended. I’m explaining it from the other side’s perspective just so people understand it.
Realistically speaking, it will be rare to find an agent who will do an update in the middle of the process. Only those who will likely do that would be agents who aren’t too busy on cases. What I usually do and could imagine what others do as well is say the processing time as per the assessing authority is 12 weeks. We inform the client. We leave the case for 12 weeks. We expect the outcome on the 12th week at the latest, at times sooner but if after 12 weeks no outcome pa, that’s when we start chasing the skills assessing authority. For us, there is no point checking the status of the application within that time period because there’s really is nothing we can do about the timeline. We also don’t feel the need to update a client fir reasons mentioned before. If a client - having been informed that 12 weeks yung timeline, comes to us for an update within that 12 weeks, we’ll always tell them that the assessing authority is still within their timeline and that they can start checking if it’s beyond the 12 week timeframe.
To be honest other agent would probably do the same as what your agent has done. You asked for progress midway and they had a look for you - that alone us customer service. I don’t think your agent is obligated, as part of customer service to update a client midway especially if he/she is aware of the timeline. What is vital of customer service is getting in touch with the client once an agent hears from the assessor/case officer. This isn’t just customer service but the agent’s responsibility to update the client.
Hmm, I’m not sure about the customer service there. I think skills assessment application cannot be compared with building a house. When a house is being built it makes sense to be updated for feedback ie you might not be happy with what was done so far, you might have inputs, etc. but I’m not sure if that’s the same purpose why an update in the skills assessment process is needed. I don’t think that’s an appropriate analogy. I mean if the skills assessing authority has already mentioned on their website about the timeline, then that’s just what to expect, right? There’s nothing anyone can do within that timeline. I think that’s more an extra service perhaps - to expect an update in the middle of the process. if so, then it will be a struggle to find an agent who will provide such service.