Please notate accounts!
My third customer in a week that said, "Customer care said it would notated on my account." and I see NOTHING!
Btw, for grins and giggles, I called on my personal account and asked for something to be notated...I had another rep pull up my account and NOTHING there!
Why can we not do a better job at 1) getting the information correct the FIRST time 2) properly communicating between channels 3) being consistant with policies?
The inconsistancies hurt us. Here is why. You have one customer that you "bend" the rules to assist...even if it is with good intentions...and then that customer tells their buddy, "Hey, Verizon did this for me" and now the buddy wants the same deal. But he may not qualify. If the next rep tells this c...
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Yeah...I joined the "dark side" remember? Oh, btw, only been here four months and probably getting a promotion...
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Thanks man. I am so looking forward to the stress of management! LOL. But in all seriousness, I am excited. I think I can bring in fresh ideas from sources other then the typical VZW rhetoric. Hopefully that will push data, accessories, etc. We shall see.
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Yeah I am an assist manager in an indirect location. I am moving to a bigger city with a corp store close so I hope to transfer to a direct store soon!!
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I managed a direct store for years. Had to move though...miss my old job, but love the VZW benefits. Either way their are pluses and minuses. I had more flexibility as an indirect. As a direct I have more account access for helping a customer directly. However as an indirect I would just call into customer care to get the same stuff done. One big difference is this small example:
Customer comes in, "Help, I sent in my rebate and didn't get my check back...it has been months."
As an indirect, VZW just basically told the customer tough. I, the store, was expected to eat that money and fork over 50 bucks to the customer...on a deal that I *might* have made 50 bucks to begin with. At a retail store, "No problem, we will just issue ...
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Customer comes in, "Help, I sent in my rebate and didn't get my check back...it has been months."
As an indirect, VZW just basically told the customer tough. I, the store, was expected to eat that money and fork over 50 bucks to the customer...on a deal that I *might* have made 50 bucks to begin with. At a retail store, "No problem, we will just issue ...
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I had a case where a guy bought a phone at a different indirect location that was about 6 hours from me. He had a bad phone, but he had purchased it less than 30 days ago. I called in to see if we could get a little flexibility on the FRU exchange policy because he wasn't anywhere near the place that should have taken care of the problem. The guy I talked to said no problem. He would send out a new phone because it was still under 30 days. On their next bill, there was a charge for $105.99. The guy I talked to had undone the initial upgrade, rung it up as his own, then charged the customer for the phone...again. So this person paid the $105.99 to avoid late fees but never should have had the charge on the account. That was in June. ...
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Just dont start bashing us lowly indirects now 😉
Anytime I have a cust complaint I will just give them your email address and let you fix it 🤣
Congrats on your success 🙂
Anytime I have a cust complaint I will just give them your email address and let you fix it 🤣
Congrats on your success 🙂
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I dont think stores have full access to account notes, customer service might just be noting the accounts in a way you cant see it.
For example, for these customers that claimed to have had customer service note something on the account, did you see the time/date autostamp with the rep's name from where they accessed the account? When any non-supervisor level rep accesses an account in customer service it leaves an auto remark with their name, the time and date. If you arent seeing these auto remarks on any account, then you arent seeing "account level" notes, only mobile level notes.
Some reps dont do things correctly and leave account level notes when they shouldnt, and thus cause a viewing problem for some departments.
Another th...
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For example, for these customers that claimed to have had customer service note something on the account, did you see the time/date autostamp with the rep's name from where they accessed the account? When any non-supervisor level rep accesses an account in customer service it leaves an auto remark with their name, the time and date. If you arent seeing these auto remarks on any account, then you arent seeing "account level" notes, only mobile level notes.
Some reps dont do things correctly and leave account level notes when they shouldnt, and thus cause a viewing problem for some departments.
Another th...
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I've run into that. I'm soooo rude.(Kidding) "Hmmm, that's odd because the system auto stamps date time and rep when we access an account and no one's accessed yours since whenever. Unless you called an indirect store. Well, that's fine, let me tell you what we can do...." I almost always get away with calling their bluff.
btw, in the west I don't see too much of a problem with stamps without remarks. I haven't paid too much attention in vision east and north. Am I going to be in for a nasty surprise when I start seeing more accounts from back east?
btw, in the west I don't see too much of a problem with stamps without remarks. I haven't paid too much attention in vision east and north. Am I going to be in for a nasty surprise when I start seeing more accounts from back east?
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