question to vzw store reps
ok so i work in customer service. i get these calls from direct agents who need to do an esn change or reconnect bec they can't. i don't ask any questions i just help them out but, now i'm asking. is this hard for you guys to do? also, customers always seem to come to us saying the store reps didn't help them change their upgrade dates a couple weeks earlier, but we usually do it no problem if its justifiable (good pmt history, longtime cust, arpu and if it's bec they lost their phone or something) but again, is this like impossible to do at the store with a manager? just wondering/although it's no problem to help you guys out do these things....
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Don't you know by now that we pawn everything off on you guys so we can make the real money. Sorry for be honest
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🤣 funny but true, and to answer your question it is a pain in the arse...that is why you get called
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I am a Store manager and just to let you know the system that we run here is EROES and it will not allow us to change upgrade dates. And sometimes our hands are tied when Verizon chooses to update EROES so we don't have access and need to help a customer. Every rep in this store knows never to call customer service unless it is a last ditch effort to help the customer. we would never call just because we are lazy so not all stores will bother you will stupid things. This store only calls when it is our last option!!!!!!
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ummm... i thought only indirects used eroes. also since i use eroes, when i have something that i cannot do myself, i call eroes support and they do it. that way im not bothering cust service
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I know your question was directed to direct agents, not indirect, but that is what I am so I will let you know why we call. We also use eROES in our location, but we NEVER call customer care unless we have to. Sometimes eROES will not let us even do a simple ESN change for some reason or another, and thats when we call. The same goes for changing the upgrade dates too. So if our store calls in, it really is becase we have no other option.
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Indirects can do esn change very easy. If they call you they either don't have internet or they are being lazy.
The main reason i used to call in is we had to have the full social and custoemr's wife or whatever didn't give it to them or they flip out when we ask for full social(happens a lot)
The main reason i used to call in is we had to have the full social and custoemr's wife or whatever didn't give it to them or they flip out when we ask for full social(happens a lot)
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Wow. You are the only one who seems to know you need to call eroes support for upgrade date or contract date changes. You are awesome!
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I told you the truth. I think you already knew it. Its what the mangers tell us to do. 😢
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I can speak for myself and my team that we seldomley call for somethin we can do in the customer care department. ima cust care rep in an A Store and we arer slammed all day everyday. at peak times we have 5 to 7 in each que. we are cross trained with technical services so we all do fru exchanges and phone trouble shooting. we all also know how to use vision (ive recently started heavily using it still learning) but our primary program is netace and with all the updates we can now change ne2 dates and more WITH manager approva thats the key our managers hold the power.be honest i call the call center maybe 5 times a week and thats if i need somethin done fast and we dont have a manager at hand...just my 2 cens you guys deal with enough custo...
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