All carriers suck at customer service... some just suck a bit less...lol. Come on, wireless customer service ranks just above USED CAR SALESMAN for bad reviews.

Hmmm. I think I agree with you on that.

good point. i guess the glass is half empty

There's a reason for all the bad reviews. Customers expect such more than given to them. There is only so much a company give them.

Like I said before, wireless companies need to provide a price plan that is $39.99 for unlimted minutes, billed at 5 sec increments, roaming is $.10/minute, unlimtd txt, pix and web for $ per month and $5 extra for an additional line. If this was/is implemented cust's would still complain and maybe the wireless industry will rank in third for service.

Oh yeah, and phones are given out like candy

Basically, consumers expectation levels for service are way higher than any company can reach or exceed. Either these expectations are set by the companies themselves and/or by word of mout from friends and family members.

The blame falls on the carriers and the customers. The customers whine and cry for things they dont' deserve, and the carriers give it to them. When I was doing customer service, I would shut down the person wanting a free phone for a year of service. I would tell them Kroger doesn't give them a free basket of groceries for shopping their for 20 years.

It's funny 1/2 the people in here probably don't even know what Krogers is...hehehe

You know what, I've lived in the South my whole life and so I didn't even think of that. How about, ummm, Safeway, Albertsons, Piggly Wiggly, Food Lion...

Dominics(Chicago), Jewel Osco, Giant Eagle...Sadly Big Bear is no more...hehehe

Wow, I've never heard of any of those.

Midwest, mostly Ohio and Chicago...those 3 at least

Pimp,
You are absolutely correct. We as an industry have a long way to go. But of all the customer service issues I deal with most are caused by a breakdown in the sales process.
* Not accurately discussing proration, especially prorated minutes for new customers.
* Not selecting the correct priceplan or neglecting to add a key feature that is important to the customer.
* Not programming the customer's voicemail into speed dial, including the # and the password.
* Setting the customer up on a lower priceplan than they need because we did not take the time to correctly assess the customer's usage. This is very easy for ports because we can ask for bills from the previous carrier.
* Not asking enough questions so that we understand how ...
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When I was a new never before cell phone owner/user, I had no idea what I wanted or needed or minute plan use. The one thing Verizon told me that stuck, was I could change the plan every billing cycle, and to stay tuned to special or constantly changing new plan and feature offerings every month. So I did that!
No one programed my voice mail. As far as phones go, many, many people are walking around with high end phones with no ability to exploit them. Reason: They just don't have the excitement to get into the owner's manual and therefore never get the big picture. I have told many people cell phones are evolutionary not revolutionary, and any knowledge gained would carry over to their next phone(s) years down stream. I have seen Verizon f...
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Airwar said:
I have come to the conclusion for most customers, the more basic phone the better. Those of us who like the high end stuff will gravitate there on our own. Agree or disagree?

Hence the reason we still offer the Motorola 343, and in contrast, the Samsung I700. 😉

-Verizon Wireless Sales

.

VZW no longer sells the c343, maybe idirect agents. Indirect agents also sell the Moto 120e and c like they just came into the market

Any remaining models of the V120 series should be placed into a pile and burned

also the t720 and t730. I have customers telling me that they just bought the phone and they were told that these phone just came out into the market

FYI: All remaining T-730's were bought by RadioShack and will be in their system for a few more months. They are really hard to sell.

SPCSVZWJeff said:
FYI: All remaining T-730's were bought by RadioShack and will be in their system for a few more months. They are really hard to sell.

We've got some of those stinkers as well.

Hey Drama... where is your store again? I'm thinking about moving in a year or so just to go somewhere nice... maybe I can get a job with CC and be your boss. 😉

JDigital said:
Hey Drama... where is your store again? I'm thinking about moving in a year or so just to go somewhere nice... maybe I can get a job with CC and be your boss. 😉

I'm in South Florida, just above the Dade County line (I don't really want to reveal my exact location...I don't need some corporate monkey firing me). As for South Florida being a nice place...hahahahahahahaah! That's funny. It's hot as hell, it's too ****ing crowded, and it's expensive. And we don't hire rabble rousers.

Ha ha... that's really funny. I was actually thinking about West Palm Beach as a possibility because one of my good friends and his wife just ended up there.

JDigital said:
Ha ha... that's really funny. I was actually thinking about West Palm Beach as a possibility because one of my good friends and his wife just ended up there.

North Palm Beach is nice. But REALLY expensive. West Palm Beach is nice, but ghetto east of 441.

This is actually a new development near where they live, I think... they something about hundreds of new houses. And even if it were ghetto; I'm down with that, G.

JDigital said:
This is actually a new development near where they live, I think... they something about hundreds of new houses. And even if it were ghetto; I'm down with that, G.

Ohhhhhhhhhhhh, no you aren't, son! Ghetto down here is scary. Run! Far away!

At 6'4 and 300+ lbs I'm a little scary myself. People don't mess with you much when you look like you play "O" line for the Buccaneers. 😉

:spraypaints "Patriots Rule" on JDigital's back, the runs like crazy:

You just tagged JD...why does that sound so disgusting

at least I didn't foshizzle his nizzle... whatever the heck that means... but it sounds perverted...lol

nizzle is slang for ****** and foshizzle means for sure

😲 you said the "n" word...you're goin to hell...hehehe

phonepimp3376 said:
at least I didn't foshizzle his nizzle... whatever the heck that means... but it sounds perverted...lol

Okay, am I the only one who pictures a pirate captain here? "Well, shizzle me nizzles, boys, aaarrrrr!"

Probably not... 😲

Malibu's most wanted whiteman(im white too)

Chill my friend... I don't actually care about the Bucs (or the Patriots, for that matter). We were just talking about Florida and I used them as an example. I've actually grown up a Bears fan... oh, the shame. 🤭

SPCSVZWJeff said:
FYI: All remaining T-730's were bought by RadioShack and will be in their system for a few more months. They are really hard to sell.

Lovely. Let the bastards have 'em. That way they can deal with all the QA issues. There WILL be some pissed-off customers, because Radio Crack's policy is to send defective phones off to a central repair facility in Ft. Worth, and they don't give no loaners, yo.

When I worked there, it was not uncommon to send phones out and get them back a month later, still not working. Better get the handset replacement insurance, that's all I'm saying.

Every moto phone with the letter "T" in it is a certifiable POS. DO NOT BUY THESE PHONES. It's sad because when i did tech service for Cingular, if a customer said they were getting "call failed" or dropped calls, i would IMMEDIATELY ask them if they had a Motorola T series phone(most commonly the T720). Answer was 95% "yes i do, how did you know"? The "C" series also falls into this category. Doing a master reset ALMOST always fixed the problem and the customer went about their way. When it didn't fix them, they were sent off to motorola where THEY would do a master reset and send the phone back still INOPERABLE. LAZY, LAZY, LAZY! I had a friend who sent in their v600 for repair and they sent it back to her "working" but the SCREEN HAD BEEN...
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I would have to disagree with that.
The selling process when it is done properly is hearing the customers' wants, needs and then using your product knowledge to help them to get what they want. True most customers don't know what they want but it is an injustice to blindly set them up with a minimal plan and the free phone.
I cringe when I go to malls and hear the absolute drivel coming out of salespeople who are as ill informed as the person they are selling to. It is easy and quick to sell a free phone on a minimal plan and it pays about the same.
The Carnegie process of selling, asking questions about the current situation, the desired situation, obstacles to the desired situation and payout if the desired situation is reality and th...
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It is easy and quick to sell a free phone on a minimal plan and it pays about the same.

actually, it doesnt. higher rate plans equals up to about twice as much pay as a lower tier plan.

-Vz SaLeS

.

You might have heard of something we at Cingular recently implemented called the Cingular Service Summary. Its a document we generate at POS that explains rate plans, features, has a first bill estimate and more. I find going over this with the customer, in addition to proper fact finding and answering all questions and concerns in common sense language, goes a long way to ensuring understanding of the whole process to the customer.

Both Verizon and Sprint do the same. I believe all of the carrier's do it. When I was with USCC we had to fill out a checklist and have the customer sign it that went over all of that information.
I am concerned with some of the dealers, who as we know activate way more phones than company entities.
I deal with a lot of VZW and Sprint problems and they very rarely come from corporate retail stores.
Our biggest headache is Costco who sells Sprint phones just handing the customer the phone after they have called in the activation. The customer doesn't know that their free vision ends in 2 months and then they are billed for it. It is a mess and I feel sorry for the Sprint CS people because of these retailers.

I really don't know. I'm new to the industry (about 6 months). So, I haven't heard much from other people; all I know is that they were rate #1 recently.

I do know that VZW brands it in our reps to provide excellent cust service. Do keep in mind, there are always going to be some bad apples, but overall I think VZW provides really good cust service.

Verizon's hold times are almost non-existent and reps always sound interested and cheerful. They do all in their power to help and they have been heavily empowered. When they don't know they get help instead of transferring the caller into the black hole.
They try to listen for the real issue instead of a company prepared script. In short all callers are treated as individuals instead of a pain in the neck or just one more minute until I am off work.

Actually there is no script that we follow...there are things that we have to do in every call but we are not reading anything to you...everybody puts in they're own special touch...to compare to the movie Office Space...some people have the minimum ammnt of flare so go above and beyond

we do have suggested script for certain issues. but i dont anyone who goes the suggested script. most reps can converse well

yeah I mean we get like at least 12 hours of training per month...so we're pretty up to speed on most anything and what we don't know we have resources right there to get the answer quickly

Actually i think most companys give monthly trainings and we all have resources at our fingertips its just a matter of who pays attention to the training and who puts the resources to use I work with attws and i have heard people in my call center that i think need to be booted out on their butts and i have heard people here that should be getting more recognition because they are always doing a great job i always try to do my best to help a customer and to sound cheerful while doing it and the kind of experiance you have really depends on which type of person you get but don't let one bad experiance turn you away from any company just try calling back and getting someone who will help you and be happy in knowing that the person who treated ...
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My experience as a (4) year Verizon Customer in the Milwaukee, Wisconsin Area, is each store has it's own "Culture." One particular store is terrible, the rest are mostly O.K. And a few others stand head and shoulders above the rest. I haven't had much contact with the 1-800-xxx-xxxx folks. I have a good re-pour with the Technical people as well as the Store Manager. I am usually in the store twice a month and I have brought in many referrals as new customers. Presently a bunch of my friends are holding off because all of us would like to upgrade to the Audiovox CDM-9900, but that presently appears to be turning into a disappointment. My biggest observation is all it takes is for one Verizon Customer Service Rep. to make or break forever a c...
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Exactly, my friend. What I preach and hopefully practice with my own customers is that each customer matters.
I am judged and my employer is judged by each customer interraction.
I must make my own and my company's reputation anew all day long. Successful organizations such as VZW understand this.

whew that was a long sentance- r u att's lawyer?

you are very big on punctuation aren't you Schnoze...hehehe

nope i just work here and i'm not good at punctuating i'm also just pretty much tired of hearing people complain about bad customer service after one person was mean to them and then they take it out on me like just by answering the phone they somehow sense that i'm not nice either ☹️ and i am nice 🙂

I feel ya man, I had a customer today that called in pissed because somehow a txt messaging package got placed on her accnt on her last bill...well the credit was issued and the package was removed last month and she was calling in threatening to cancel due to it afte being with us for 3 years with no incedent...thats just plain stupidity

those are the ones that just make me wonder how many branches are actually on the family tree 😉 (and by the by i'm a WOman) 🙂

I will keep that mind for future reference....hehehe

thank you 🙂 this is sad i'm posting in verizon more than attws i guess its ok though both companies are good but no one is in attws

that's ok, your always welcome. I like how you don't bash

i concur