issue with old BLUE customer
Out of the 45 calls i have taken in orange since i logged into the systems, I have had nothing but ignorant people demanding credits because we are taking up their time! If i have to hear "well when i was with ATT Wireless, they gave me 40.00 good customer credits everytime i call in upset with something, why can Cingular give that to me too? You are incompentent!" i think i will scream! 😡
Am i the only one who takes these calls? Am i in the Ignorant Q today?
Am i the only one who takes these calls? Am i in the Ignorant Q today?
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orangeeagles said:
Out of the 45 calls i have taken in orange since i logged into the systems, I have had nothing but ignorant people demanding credits because we are taking up their time! If i have to hear "well when i was with ATT Wireless, they gave me 40.00 good customer credits everytime i call in upset with something, why can Cingular give that to me too? You are incompentent!" i think i will scream! 😡
Am i the only one who takes these calls? Am i in the Ignorant Q today?
NO , my friend, you are being subjected to the disease- known as thew spoiled blue virus.ATTWS bred the customers to get a credit, because after a while the customers who called, back in, over and over, was costing the company...
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I was a blue rep for the last 3 years, so i know all about the BLUE virus, but i didnt realize what was happening when i was giving those credits my supe told me to give, but now i realize.... we, in blue, handed the power over to our customers, and this is just what we have to do to get it back i guess!
It is just the most annoying thing....
It is just the most annoying thing....
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This just makes me glad to be warranty exchange, where we pretty much have always had to be firm and not give the customers what they frequently beg for much of the time. I used to want to do customer care, but after I saw how much care had to bend over for customers, I changed my mind, because I just thought it was unhealthy. well, at least now things are changing.
maybe our customers will start to grow up for a change and not be whiny babies.
maybe our customers will start to grow up for a change and not be whiny babies.
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I cant wait to start taking orange calls b/c I heard about the "no credit" policy...or the 175 limit whatever it is. ATT customers are spoiled all they have to do it seems is argue enough and they get what they want it seems (not from me of course! lol) But keep on educating the customer, keep being strong, eventually they will get a rep that has only taken orange calls thats RUDE. (seems like everytime I call that side I get a rude rep anyways lol)
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jcamcardo said:
I cant wait to start taking orange calls b/c I heard about the "no credit" policy...or the 175 limit whatever it is.
it's not a 'no credit' policy. more like a 'no credit without good reason' policy. We're not paying customers to be our customers, so an adjustment's not there to appease someone. If there's a bill error, sure, we'll credit the charges. If there's a misunderstanding of the plan or features, we'll credit up to half as a ONE-time courtesy.
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blue was horrible in resolving customer issues-they had no real legitimate way to address most customer problems except to say they were sorry and try to buy them off--they never followed up with problems with dealers and retail--they never followed up on equipment problems--they never followed up on coverage problems
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wel, depending on the issue, it depended a lot on what the issue was and also on the reps who take the calls. I know that from the warranty exchange department, a lot of our reps most eagerly would speak to and contact dealers who screwed over customers on warranty issues or on buyer's remorse return issues. You have no idea how many stores over the years have sent people in the buyer's remorse period to wex just to save their commisions.
although a lot of issues you bring up do have merit. like coverage issues. yeah, we can file a feed back form that generally does little or nothing in the long run. although, realistically, there isn't much that anyone at the rep level can do to change coverage and tell anybody to build more towers som...
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although a lot of issues you bring up do have merit. like coverage issues. yeah, we can file a feed back form that generally does little or nothing in the long run. although, realistically, there isn't much that anyone at the rep level can do to change coverage and tell anybody to build more towers som...
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I think the reason customer have the virus is due to the "trust and adjust" policy that we had here at blue CC....For example if a customer had been charged for roaming and they're claiming their HCA was never explained...WE check events and follow through, we would credit back the roaming, fully explain the coverage are and never credit roaming again on the account.....even if the customer had been on the plan fo two years...Stupid "trust and adjust" personally i think if a customer has been on a plan for two years, they should be responsible for knowing their HCA. oh well thats a entirely different subject....But ya we did give them a virus ....sorry dudes.
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