Well, its up to the customer to make the decision whether or not they want new equipment, I am not going to sit here on every call and pick their brains to see if they want a new phone or not. This is not part of my job and if they do not ask for something or indicate they are interested, then it is not a care issue.

It seems you work in the "lack of care' department. it is just good business sense, but you wouldn't get the big picture being narrow minded like that. Someone with an old phone is more likely to churn, someone with a new phone is more likely generate higher ARPU, by using mmode, mms and text messaging, thus being a healthier subsriber.

Unfortunatly a cust only has the option for the new phone or the extra minutes. The really good renew promos a cust gets when they renew a TDMA contract we can't give them if they migrate. So we can't sell them a GSM phone and give them those promos. Those promos just don't exist on the GSM system. They can get one or the other. I understand this sucks and i have put through feedback to our retention department but right now this is the way it is and Care cannot do anything about it.

i hear ya. I agree with you as I pointed out in the above thread. great rentention offers on TDMA but really no phones left for TDMA, standard GSM offers with a new phone, but no great retention or bonuses on gsm. well, we are in the home strech now.

2 comments:
1. I hate when I get someone with all the amazing TDMA promos and they want a GSM phone and there only going to get half the minutes. If they want them to migrate why not let GSM have the better or at leats equivalant plans.
2. We are told to refer migrations to local Attws store or OCS. If you are indirect dealer I'm sorry but I always steer the customer away from you for the simple reason I can't really set any expectations because we don't have excess to all the different store policies.

What you can do to soften the impact about negative feedback about promos unable to be carried over is emphathize about the technological benefits and voice quality GSM has to offer, as well as the specs and features of the equipment they are thinking of purchasing. 😁

Not saying it always works, so If that doesn't, try point out defeciencies of the competitor if they threaten to cancel. 😉

I never comment on the competitor because I have no idea about there policies or their terms and conditions. The most I'll say is, that sounds to good to be true, make sure you read all the fine print.

benefits of voice quality with GSM? 🤣 🤣 🤣 🤣 🤣 🤣 🤣

It has nothing to do with not caring, believe it or not some people just do not want these features and are actually happy with their so-called "older" phone. (Believe it or not it happens people aren't all materialistic and care if their phone is a camera phone or a nokia 2260...) If a customer does not ask or express interest I am not going to bore them or offer them something they do not want.

One of the besr phones ever made is the Nokia 5165 and several customers refuse to upgrade until they have to, hey all the power to them, TDMA is still around if they can get some additional minutes on an expired plan, so be it, all the power to them.

Bore them? How about adding value. I am sorry, i just do a great job with ever opportunity I am given. I am a professional and a consultative salesperson at all times, I guess someone has to be reactive and just wait for the phone to ring. But here is the great question. You renew mr. customer for 2 years with billion of bonus minutes on his 4 yr old 5165. the 5165 dies 3 weeks from now. he calls, what ya gonna do? he can not get that same bonus offer on the gsm side, and there are almost no tdma phones left.

With customer care we can still give a discount in CUP if they qualify, which is generally every 365 days, even if the contract is set to end in 2006 sometime.

Example: Customer calls in his phone doesn't work and is out of warranty, and has been with us since 2001, when he initiallly bought the phone.
His contract is set to expire not until 2006, due to a new renew promo for lets say, 450 additional. You can still do a CUP order for 2 years, which will extend the contract to today's date, Oct. 7th, 2006.

Personally I am proud to not be a salesperson. I do customer care which mean I am not out ram a new 6200 down every caller's throat who can't away from me quick enough... I was complimented on my sales skill by a customer, and I had to correct her. I am NOT sales, I just try to make her service work for her.

Tru Dat, I could not " SELL " you a bucket of water if you were on fire 🤣

Tru dat? My sales people speak in full sentences and use proper grammer. No ghetto talk on our sales floor. And no, we did not sell Grandma a Nokia 6620. that is just scary. we sold her a TREO 600. Kidding, old ladies get the Nokia 6010, a 3120 or something straight forward. She probably got the 6620 from Mobile Solutions in the mall. They would sell anything to anybody, and then fraudently add on 3 extra lines.

I do not believe salespersons anyway so just shut up

For my part I would rather people got simpler phones rather than pimped out bling phones that are the same basic telephone tarted up with crap that the customer will never use or will break or conflict with the basic service or do nothing but drive their bills into the stratosphere. I would sooner see people get a reliable phone service than see them rack up huge bills for text messaging or mms or whatever...

Implying that you would rather see people with simplier phones, seems rather narrow minded. I will agree that "blinged" out phones are not for everyone. It is the job of the sales people to qualify the customer and demonstrate the appropriate equipment. I would think it is a fair bet that a lot of the calls that come in to care are things that were not explained at the point of sale. Vmail set up, activation fees, prorated invoices, etc. It all comes down to having better qualified sales reps on the floor of the company owned stores, and getting rid of Dealers who are just out to make a quick buck and not do right by the customer. By the way, get some sleep, the time of your posts is a little scary.

Ummm, you can keep demonstrating but its called a WIRELESS PHONE, not a wireless computer, if you want advanced features use a laptop or a blackberry, many people consider a phone something to talk on, which is the basic concept of any phone. 🤣

Carriers need to sell add on services such as m-Mode, text messaging, etc, in order to increase ARPU. People want their email on the go, people want AOL IM on the go. People want text messaging. We'll handle it, its ok, you just keep taking calls in that center and hiding behind the phones, leave the sales stuff, to us.

We are hiding behind nothing, you people create problems lying about overage rates, coverage areas and such and leave it to us to fix it. If it was up to me, I would shut down all stores and let people start service online only. Where the mistake would be theirs

Sorry, dude, you got it wrong. We lie about nothing. My primary location has been open since 1997 with 0 complaints. Why is it that at least once a day, someone comes in who ordered new service online and there was no sim in the box?, or they need vmail help or a lessson on their phone. Lets see the internet help them store names and numbers or teach them how to use mMode.

zero complaints... yeah right give me a break 🤣

The only complaints we get are about the quality of service that the Carrier provides. That would be your employer, right? We use every avail tool we are given. We help our customers with everything, we help them set up online billing, if they come in looking to make a payment, we get receivables on the phone, if an accessory goes bad we swap it out. If a phone is broken, we give a loaner, we help them process a warranty exchange, if a phone needs repair; we send it in for them. we load prepaid time for our prepaid customers. we honor the 30 buyers remorse policy.

I am done talking to you

The baddest MF in the valley has nothing else to say?

I am working...kinda

Here's something quite common, ALL TDMA phones currently offered have text messages, I am not hiding behind anything, many customers do not even have AIM or MSN or whatever else, if someone wants it they may research the device (to actually find out what a phone has for features), or go to gsm if they want more. Not everyone wants mmode access and instant messaging, if you do, then get a phone that has it, ask questions is the customer's job in that case.

First, i want to say this thread is a little on the ridiculous side. if granny wanted a nokia 6620, let her have it! if she didn't, then shame on who sold it to her. sales people are decent people trying to make a living like anyone else. and, yes, i have had several calls where representatives have added features customers didnt want, accessories, the works. sales does a good job explaining, but there are some things that need clarification when they get the phone.

Totally agree dude, its not cool when Sales and Dealers add on promos and deals like mmode free first month and safety packages without customer's permission.

Liam20 said:
Here's something quite common, ALL TDMA phones currently offered have text messages, I am not hiding behind anything, many customers do not even have AIM or MSN or whatever else, if someone wants it they may research the device (to actually find out what a phone has for features), or go to gsm if they want more. Not everyone wants mmode access and instant messaging, if you do, then get a phone that has it, ask questions is the customer's job in that case.

its the CUSTOMER'S job to ask questions?! no, sorry. its OUR job to ask the questions. that is what we are paid for. customers dont call in and then we just sit and wait for them to do something. i certainly agree that not everyone needs mMo...
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granny was told that phone got the best signal which might be true but she could not find the power button, I told her to return it and get a Nokia 3120

Thank you taking care of Granny. I was not trying to be a wise guy or bust anyones chops. It is certainly the job of the reps on the floor to educate the customer. That starts with probing questions? One of the things we ask " Do you use AIM or hotmail or yahoo, would you have an interest in being able to access that on your handset? If we just wanted for customers to ask questions, 1/2 the sales would never happen. A good rep does a lot more listening than talking, draws from what he or she hears, and makes a recommendation based on that information. I shopped a company owned store the other day, the reps were not impressive, a lot of misinformation. Menlo Mall in Edison, Nj, by the way. In my opinion, it is a lot of the Dealers in th...
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people in Jersey are druggies anyway, everyone knows this...

What kind of ignorant statement is that? We have the 2nd or 3rd highest per capita income in the US. With comments like that, you sound more like the type who should be on pre-paid.

you ruined the NJ Nets

I like NJ people, they have the funkiest accent besides the Southern. 😎

I am southern 😈 I love talking to Italian New Yorkers

haha I am in Halifax, are you in care?

yes

I agree it is up to us to figure out what plan they need, but if they want anything beyond the airtime, they should do some of the research for phones themselves and determine what one they want, instead of calling up and trying to explain 10 different models when they have no clue what they even look like, the description of a nokia 3595 as a "sleep silver color screen phone" just doesn't explain everything...

sleek not sleep, sorry

This is obviously a joke!!

If it was up to me, I would shut down all stores and let people start service online only.

Or better yet, why don't we ship all jobs overseas to places like Bangladesh or India? I just love when I have to call in somewhere and deal with automated menus instead of having real people in front of me dealing with me in a proper manner. Brilliant idea.

yeah, and we will keep getting calls that start with 'I'm a single parent on a fixed income and my bill is for 1500 dollars and my plan is for 39.99 and why is that?' and I have to tell them that little chrissy sent 3500 texts, called some guy she met from England, downloaded 75 ringtones and sent pictures of her friends making silly faces to all her other friends etc etc, and yes the charges are legit and no policy says we can't credit any of this back, and I am sorry that the sales rep in the store didn't explain all this to you, and by the way nation wide long distance doesn't mean you can talk to chrissy when she is visiting her dad in california, and I am sorry that the rep at the store said that they wouldn't be charged roaming if the ...
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im in customer care and think thats all the customers fault. I never got a cell phone before and asked "what should I have" I went in and told them hat I wanted. its their own damnf ault if they use tons of text/mmode/riungtones/LD/roam its their fault. there are cases where reps should say something but a vast mojority of th etime its the customers fault for not being responsible. Plenty of times I explain sometihng to a custoemr in detail about their plan. I do follow up sometimes tracking my contracts and the next motnh I see they call and completely make up things I supposedly told them. they are just too stupid to listen. sure care makes mistakes. not all do. sure stores make mistakes not all do though some stores are awesome. the ...
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I had an 82 yr old woman who had a Nokia 6620, was this you Mobile El? 🙄