Customer Service Employees, please stop!
Those of you that work at our corporate call centers do a great job overall. Thank You! God knows I couldn't handle being on the phone all day. But please help me out a little. Please stop sending customers into the store with the expectations that we can just give them a new phone without our phone techs first looking at it. I know that some phones defects are a warranty issue. But some customers have dropped their phone in the toilet and are not telling you the truth. I am always adamant about reading the notes and seeing what was promised them from one or more of you. But we can not just replace a phone just because you think it is covered under the warranty. Even the customers with TEC can not get a replacement if there is water ...
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To those that work in our retail stores, I salute you! I couldn't do what you do (talking face to face with the customer) on a daily basis. Give me the phones anyday!
I'll agree with you that some in customer service do send customers into the stores to have the phone exchanged without any knowledge of the problem and I agree that is 100% wrong. Everyone is taught how to do basic troubleshooting so it should be done on just about every phone issue. I will continue to do my part to not send those customers your way.
In the spirit of working together though, we would love to have the store reps stop making the customer believe that customer service is some sort of all powerful entity. We are not. We have the exact same rules/pol...
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I'll agree with you that some in customer service do send customers into the stores to have the phone exchanged without any knowledge of the problem and I agree that is 100% wrong. Everyone is taught how to do basic troubleshooting so it should be done on just about every phone issue. I will continue to do my part to not send those customers your way.
In the spirit of working together though, we would love to have the store reps stop making the customer believe that customer service is some sort of all powerful entity. We are not. We have the exact same rules/pol...
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The universe will now collapse as the light side and dark side have come together....
HA! But really, I try my best to let people know the tech at the store determines if a problem is covered by the warranty.
"The screen fell out of my 670... It needs to be replaced, mail me a phone, they always have in the past" "Unfortunately there's no way for me to determine the warantability of your issue over the phone. Please take your phone into the nearest VZW store to have it looked at. If it's determined to be covered, it will be replaced right away. Do you know where a store is nearby or would you like me to find you one?"
HA! But really, I try my best to let people know the tech at the store determines if a problem is covered by the warranty.
"The screen fell out of my 670... It needs to be replaced, mail me a phone, they always have in the past" "Unfortunately there's no way for me to determine the warantability of your issue over the phone. Please take your phone into the nearest VZW store to have it looked at. If it's determined to be covered, it will be replaced right away. Do you know where a store is nearby or would you like me to find you one?"
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thats not entirely accurate infintehorizon, does this board have pm? dont want the customers hearing this info.
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vzwemployee21 said:
thats not entirely accurate infintehorizon, does this board have pm? dont want the customers hearing this info.
what was not entirely accurate about it? and customers know more than we think. 😉
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nah, they think they do though, always get that 1 who comes in and tries to lecture me about cell phone technology, i have to quickly and politly correct a lot of notions the customers have.
but yeah im not gonna discuss this with u in public cuz it will make both of our jobs harder.
but yeah im not gonna discuss this with u in public cuz it will make both of our jobs harder.
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infinitehorizon said:...
To those that work in our retail stores, I salute you! I couldn't do what you do (talking face to face with the customer) on a daily basis.
In the spirit of working together though, we would love to have the store reps stop making the customer believe that customer service is some sort of all powerful entity. We are not. We have the exact same rules/policies/procedures that store reps have. Basically, a store rep is no different from a customer service rep. Whatever you can do, so can I and vice versa. If you have to have your manager approve something, I would have to have my supervisor approve the same thing. We are no different in that aspect. (I realize that this occurs both wa
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infinitehorizon said:
In the spirit of working together though, we would love to have the store reps stop making the customer believe that customer service is some sort of all powerful entity. We are not. We have the exact same rules/policies/procedures that store reps have. Basically, a store rep is no different from a customer service rep. Whatever you can do, so can I and vice versa. If you have to have your manager approve something, I would have to have my supervisor approve the same thing. We are no different in that aspect. (I realize that this occurs both ways, but I had to put this in for the sake of arguement) 😁
Anyway, to all store reps out there, keep up the good work!!!
Yo...
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i only have one request for retail reps. please stop letting customers use the store cell phones to call customer service. those phones are coded as "vzw employee" phones and the calls are routed to bsc or employee care.
actually two requests: please stop telling the customer "oh call customer service and they'll issue you a credit for...." drives me nuts. YOU ISSUE THE CREDIT, lol.
really freaking annoying.
actually two requests: please stop telling the customer "oh call customer service and they'll issue you a credit for...." drives me nuts. YOU ISSUE THE CREDIT, lol.
really freaking annoying.
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some things we cant issue credits for. the only times i refer a cust to call in is for get it now credits when getting a replacement phone, vision west doesnt allow us to verify previous GIN downloads. i also regfer custs to call in if their pda phone needs replacement as we arent suppose to give out wdts direct number unless a situation specifically calls for it. and the most common reason ill refer custs to call in is if i need to activate an out of market phone.
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