Customer imporvments coming?
How about we get customer imporvments. Instead of blaming the cell company for mistakes, how about we get customers that dont play stupid and cry mis-information, or want a new phone 6 months later, or crying that "itsa impoissible that I used that many mins, or I never used mmode.....
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Speaking of...
I just had a customer that went through 3 reps, all giving them the same phone number and she escalated, getting all ticked off when nobody could find any information whatsoever on her account. She reverified the number with each person (including me) twice and had started yelling that she has been an ATTWS customer for 4 years and it is "disgraceful that you can not pull up any information on my account!"
She then provided her daughter's wireless number and I checked every system I had looking for that number as well. Guess what? NOTHING. I checked the LNP tool for both numbers. The first was invalid and the second was a wireline number for Verizon. She said that she has had these numbers for 4 years and they ar...
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I just had a customer that went through 3 reps, all giving them the same phone number and she escalated, getting all ticked off when nobody could find any information whatsoever on her account. She reverified the number with each person (including me) twice and had started yelling that she has been an ATTWS customer for 4 years and it is "disgraceful that you can not pull up any information on my account!"
She then provided her daughter's wireless number and I checked every system I had looking for that number as well. Guess what? NOTHING. I checked the LNP tool for both numbers. The first was invalid and the second was a wireline number for Verizon. She said that she has had these numbers for 4 years and they ar...
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Hmmm... I hope that wasn't a customer I spoke with. lol The same thing happened to me, this customer gave me one wireles # over and over again and I didn't pull anything up. I asked her if it was GSM (I'm TDMA only) and she YELLED at me that no it's not GSM. Who the h*ll did she need to talk to about pulling up her account and asked to speak with my supervisor. After I verified the # with her over and over again and told her if there is no account that can be pulled up my sup could not help her either she yelled again at me and hung up. Oh, well, sorry you don't know your wireless # 🙄
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This lady went through at LEAST a 2g rep in my department and a 3g rep before escalating. Of course, since the 3g system is down, nobody can pull up anything there. So, she was extra ticked off about the systems being down... when she'd have never had to know abou them being down if she had just given us her proper 2g number in the first place.
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Dude that is the funniest disclaimer I have ever seen..............rock on
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BluetoOrange22 said:
Dude that is the funniest disclaimer I have ever seen..............rock on
*bows*
thankyouverymuch
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Does AT&T Wireless have an intra-net forum for you to complain about the customers?
I also work for a large company (320K employees) and if any of my employees ragged on customers in this way on the internet, I'd release him/her with quickness. If it were not for our customers, no matter how misinformed, we'd be out of business. If they want to complain about customers, they’d better use discretion.
ATTWS is far more lenient (and less profitable) than our company, however.
I also work for a large company (320K employees) and if any of my employees ragged on customers in this way on the internet, I'd release him/her with quickness. If it were not for our customers, no matter how misinformed, we'd be out of business. If they want to complain about customers, they’d better use discretion.
ATTWS is far more lenient (and less profitable) than our company, however.
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hey Be, the customer experience is a two way street. I regularly go to the mat for the customers, spend much longer than the company would like on each call making sure that everything is gonna work for customer and they won't have to call again, getting the most minutes/biggest discounts/most credits I can for people like you, and all I seem to hear about on this forum is how poorly we do our jobs. Be, its people like you who really are really discouraging.
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Well since this ISN'T part of the companies, and it's a third-party web site, it's not the company's problem.
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Well, it depends on what agreement you made with AT&T Wireless (if that is where you work) when you were hired. Most large companies have COE prohibiting certain behaviors which include but is not limited to NDA. For example, if you are using company equipment (including bandwidth) while posting on this 3rd party web site, you would be violating ABU guidelines.
This is why I suggested the use of an intranet forum so you can freely put down customers without reflecting negatively on your company.
But then, ATTWS was in trouble for a reason and may have not had and clearly doesn't enforce any such guideline. Hopefully, Cingular will straighten it all out over time. Just reading the comments made on this forum tells me that Cingular ...
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This is why I suggested the use of an intranet forum so you can freely put down customers without reflecting negatively on your company.
But then, ATTWS was in trouble for a reason and may have not had and clearly doesn't enforce any such guideline. Hopefully, Cingular will straighten it all out over time. Just reading the comments made on this forum tells me that Cingular ...
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I don't post at work. I am off the clock and any information and opinions posted by greyrat are strictly my own.
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Beryl, so you're saying that because we work in the wireless industry we should not be allowed to express our right to freedom of speech and vent our frusterations on a public forum with no affilitations to the industry?
Also, if you read our posts we also try to assist customers with legitimate problems, provide inside information, and attempt to educate customers...
Also, if you read our posts we also try to assist customers with legitimate problems, provide inside information, and attempt to educate customers...
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and providing insider information is far more likely to get you canned than venting about frustrating customers -- but we do it from time to time because we honestly *want* your phones and rate plans to work for you. And we get spat on in response.
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This reminds me of what parents say, "We only get frusterated at you because we care." 🙂
In all honesty I believe it to be true... I think most industry employees that visit this forum actually care about their respective companies AND the industry as a whole...
In all honesty I believe it to be true... I think most industry employees that visit this forum actually care about their respective companies AND the industry as a whole...
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Yeah, it isn't something I would admit to, but I do actually care for the people on the other end of the phone. Well most of the time anyway... 😛
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And as for me, on the front line, dealing with Beryls every day, I take the brunt for every possible issue you can imagine (and who some of you confront in Care/RM/etc etc over the phone every day)....customers have NO ABSOLUTE RIGHT coming in yelling and belittling me when IM THE ONE THEY WANT TO HELP THEM!!!! Imagine that concept? Picking fights with the one you want to resolve your issue. Like ancient proverbs say, "Dont bite the hand that feeds you..."
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I hear you guys on this... I spoke with a customer today who's 4 lines have gone over on the minutes 5 out of the past 6 months and expected me to credit him something for his most recent bill or else he would leave. Ummm, bye-bye! I even went over the other Shared Plans and Cingular family plans with him and he still said I didn't want to help him. So, I broke it down for him and told him straight out: If I as a rep didn't care for him and his family as customers (spending $400/month on a 59.99 Shared Plan) I wouldn't have given him the options of other Shared Plans. I could have said, no I will not be giving any credits, was there anything else I could help you with??? But I didn't.
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meow said:
I hear you guys on this... I spoke with a customer today who's 4 lines have gone over on the minutes 5 out of the past 6 months and expected me to credit him something for his most recent bill or else he would leave. Ummm, bye-bye! I even went over the other Shared Plans and Cingular family plans with him and he still said I didn't want to help him. So, I broke it down for him and told him straight out: If I as a rep didn't care for him and his family as customers (spending $400/month on a 59.99 Shared Plan) I wouldn't have given him the options of other Shared Plans. I could have said, no I will not be giving any credits, was there anything else I could help you with??? But I didn't.
Ahhh... wh...
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Nope, wouldn't have required a new contract at all. That's why I didn't understand at first why he didn't want to change, but in the end I did bump up his plan to give him more minutes. C'mon, I'm not THAT evil... ok, well, sometimes I'm not. 😈
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BluetoOrange22 said:
And as for me, on the front line, dealing with Beryls every day
No, you don't. Beryls don't spend their money where they are berated. They go to VZW.
Management @ AT&T & Cingular -- I hope you are monitoring these threads.
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This is the thing though...we actually do care about our customers... I don't think I care about though beryl. Good thing I don't work for verizon.
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I am a manager of a Cingular/ATT wireless store and i think this site is great, it gives reps a place to go to to let them know that they are not the only ones who have to deal with the nonsense that a dominate small percentage of our customers dish out...and as for beryl i personally think that he is a bitter ex customer who couldnt get everything he wanted for free. He obviously has zero business sense and he is BS-ing that corporate would not agree to the posting that occur on this site, yet he has a screenname and has taken time to make postings which tells me that he probably works for one of the lower end carriers and is bitter because intelligent managers for fortune 500 companies like myself have either fired him in the passed or ne...
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I am a manager of a Cingular/ATT wireless store and i think this site is great, it gives reps a place to go to to let them know that they are not the only ones who have to deal with the nonsense that a dominate small percentage of our customers dish out...and as for beryl i personally think that he is a bitter ex customer who couldnt get everything he wanted for free. He obviously has zero business sense and he is BS-ing that corporate would not agree to the posting that occur on this site, yet he has a screenname and has taken time to make postings which tells me that he probably works for one of the lower end carriers and is bitter because intelligent managers for fortune 500 companies like myself have either fired him in the passed or nev...
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An Cingular/ATT manager? Hmmm. I will take the high-road and not sling insults as you did. I wish you well during the transition.
I am an up-line manager in a Fortune 50 IT Services Company but I do have customers in the Telecom industry. Unlike you, I would not allow my employees to put down our customers, even on a 3rd party site.
If you read my posts, you'll see that I've never put down any of the carrier reps. I did accurate relate a situation with AT&T in September. I've also suggested that putting down customers does not reflect positively on the company you represent.
Having all carriers improve makes it better for consumers -- I stand by that position.
Carry on with the insults if that is what gives you pleasure.
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I am an up-line manager in a Fortune 50 IT Services Company but I do have customers in the Telecom industry. Unlike you, I would not allow my employees to put down our customers, even on a 3rd party site.
If you read my posts, you'll see that I've never put down any of the carrier reps. I did accurate relate a situation with AT&T in September. I've also suggested that putting down customers does not reflect positively on the company you represent.
Having all carriers improve makes it better for consumers -- I stand by that position.
Carry on with the insults if that is what gives you pleasure.
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Get over it already... we all have the right to our opinions, freedom of speech, blah blah blah, you've heard it before. I've been in the customer service industry for 6 years now and yes, I LOVE helping customers, but there are some every now and then that irritate me to some point. You cannot tell me that there has NEVER been any customers that haven't annoyed you, if there have been and you never posted about it in a forum like this, that's your choice. I have the choice to vent and get things off my chest in here so that I DON'T take it out on my customers. You have the right to post what you'd like and I have the right to post what I'd like.
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awww Be is just one of those nasty death yuppies that call up customer care when they aren't nearby a starbucks so they can't abuse the kids frothing lattes and they haven't been able to run over a squeegee kid with their hummer on the way to work. Generally I make an attempt to establish communication with callers like this and solve their issue but if it is something I can't fix and they just wanna ream, I tune them out till they lose their breath then I ask if there is anything else I can do for them and they go away. Hopefully to verizon where the customer service is up to their standards. 😛
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Speaking of...
I get alot of customers that say (whatever wireless provider) does this and (whatever wireless provider) offers that... "I was a (whatever wireless provider) customer for XX years"... when they are trying to manipulate me into doing something for them that's WAY against policy.
OK... If (whatever wireless provider) is so great, why aren't you still with them? *sigh* 🙄
I get alot of customers that say (whatever wireless provider) does this and (whatever wireless provider) offers that... "I was a (whatever wireless provider) customer for XX years"... when they are trying to manipulate me into doing something for them that's WAY against policy.
OK... If (whatever wireless provider) is so great, why aren't you still with them? *sigh* 🙄
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because they didn't pay their bill for six months/racked up huge roaming bills/put their phone through a dishwasher w/o insurance and that great wireless company fianlly had exhausted all the customer's discretionary loyalty credits and told the cust to get stuffed, is what I'd bet.
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LOL
Yep, that's what I figure.
I had one lady pull that on me and she basically stated "Sprockint"* used to give me a phone any time I had a problem with it. I left them because they wouldn't sell me a phone."
Puh-leez. There's GOT to be more to the story than that.
*Name changed to protect some swiftly named wireless company.
Yep, that's what I figure.
I had one lady pull that on me and she basically stated "Sprockint"* used to give me a phone any time I had a problem with it. I left them because they wouldn't sell me a phone."
Puh-leez. There's GOT to be more to the story than that.
*Name changed to protect some swiftly named wireless company.
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greyrat said:
because they didn't pay their bill for six months/racked up huge roaming bills/put their phone through a dishwasher w/o insurance and that great wireless company fianlly had exhausted all the customer's discretionary loyalty credits and told the cust to get stuffed, is what I'd bet.
"and told the cust to get stuffed"....That is the greatest line Ive ever seen; I swear I'm gonna probably use it to a customers face now 🤣
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