Is it just me or...
Have I just been brainwashed from working here so long, or is it reasonable for me to assume when I tell a customer no, they should take that as no? It seems that our customers believe that I'm only bluffing and trying not to offer everything I have available because I enjoy arguing these pointless policies over and over. My goal is to tell a customer everything I have to say within the first five minutes of the call. After that five minute mark, the only coversation should be questions regarding what I said, as far as I'm concerned. Some situations take longer than five minutes, I understand, but %99.9 of my calls could be handled within five minutes if the customer would listen and believe me. I don't care about lying to a customer, it onl...
(continues)
(continues)
...
Not unreasonable at all.We just have many people who have been spoiled to the point where they cannot rcognize NO when it is spoken to them.They therefore continue as if it was not stated.
...
I've always felt there should be a button that I have access to that allows me to send a mild electric shock through the other person's phone to force them to pay attention, or just for fun. Customers like this (and India reps) are the reason I feel this way.
...
Not really because that's only useful if the customer is on the phone at the time of the conversation. I want them to actually feel something rather than get more angry that their phone "dropped" another call. You'd think after you call in on your phone five times and all five times the call drops, that a landline would be the next conversational step. Then again, I being rational and that's not tolerable.
...
Much like being told no five times , calling in on the wireless and getting dropped five times after being repeatedly told to call from a landline , if they don't want to hear it they will not.
...
where i work at, if we try to contact a manager for a customer and no one is available we have to offer them a call back - if they do not accept that when we try to contact a supervisor again, the funny thing is when customers hear that there is no one available to take the call they always respond - "so there are no supervisors there at all" - i didn't say there are no supervisors here, just that no one is available right now - then they insist that i am lying, i just want to go "yah, you are exactly right, we have a call center with 400 people in it and NO supervisors at all are here!!!!!!!!!" - if they insist on talking to someone you have to hold until someone is available though...
...
I had someone like that and she insisted on holding until someone was available. She ended up holding for about 45 minutes. Of course, I did check back with her about every 5 minutes or so and asked if she would accept a callback. Each time, she said "No, I want to speak with a supervisor NOW!". 😳 Then, she had the audacity to complain that it took too long for the supervisor to get on the line and that she missed her kid's soccer game having to wait. 🙄
...
resdeskslave said:...
Have I just been brainwashed from working here so long, or is it reasonable for me to assume when I tell a customer no, they should take that as no? It seems that our customers believe that I'm only bluffing and trying not to offer everything I have available because I enjoy arguing these pointless policies over and over. My goal is to tell a customer everything I have to say within the first five minutes of the call. After that five minute mark, the only coversation should be questions regarding what I said, as far as I'm concerned. Some situations take longer than five minutes, I understand, but %99.9 of my calls could be handled within five minutes if the customer would listen and believe me. I don't
(continues)
...
Usually my eyes are closed and I'm rubbing my temples to attempt and avoid the migrane that is sure to follow. I'm allergic to ignorance.
...
You are so right on the money, its like the last customer i had tonight, i for real wanted to tell them to suck the fuzzy one. She calls me she got 4 lines on her account with a contract till jul ,2006 and she broke a phone, she goes and seays what am i gonna do to keep her, i offered her mingration for all lines to cingular, i offered 1 line to migrate with its own plan or to sell her a phone, full price.
She then says "no really what are you gonna do for me?? 😕 😕 😕 😕 😕 😕
I tell her, and she tells me we don't want to keep her business, and then i tell her the contract is for what we gave her, not to keep what she got.
She then proceeds to tell its illegal to not sell her a phone on blue with no discount then told me "F...
(continues)
She then says "no really what are you gonna do for me?? 😕 😕 😕 😕 😕 😕
I tell her, and she tells me we don't want to keep her business, and then i tell her the contract is for what we gave her, not to keep what she got.
She then proceeds to tell its illegal to not sell her a phone on blue with no discount then told me "F...
(continues)
...
austin316 said:
She then says "no really what are you gonna do for me?? 😕 😕 😕 😕 😕 😕
I tell her, and she tells me we don't want to keep her business, and then i tell her the contract is for what we gave her, not to keep what she got.
This is where I wish reps could have real power. Then you could've said to her, "now that I think about it...ummm, no, we DON'T want your business, you're the type of customer that'll send us to the poor house trying to bend over backwards for you." Then cancel her right then and there and waive the ETF to shut her up. Let Verizon or Sprint have her.
...
Link said:
Don't waive the ETF, I wouldn't, thats insanely wrong.
Me neither, if she wants to go somewhere else and get free phones, then either way, she is leaving her old plan, plus $700.00 in ETF's as a going away present 😈 😈
...
Link said:
HEHEHE 😈
But what really ticks me off, is that when you say things like adding insurance after you get a new phone, they say, well what good is that goona do me now, i fell like "well maybe it will help the next you break your and whine like a chimp, now won't it? 😈 😈
And her answe was it free before, so why should i spend "my" money now? I told them because the first time we spent our money, not now- and you know what mam' "In my best sly drug dealer/pimp voice- The first one was a taste and it was free, but you want more and now its gonna cost you" I would so love just to be able one of these days say it! 😈 😈
...
I hear yah, "come on over and try this, you like? Excellent I will see yo ass lata, bring money as this was a freebie."
...
repCB said:austin316 said:
She then says "no really what are you gonna do for me?? 😕 😕 😕 😕 😕 😕
I tell her, and she tells me we don't want to keep her business, and then i tell her the contract is for what we gave her, not to keep what she got.
This is where I wish reps could have real power. Then you could've said to her, "now that I think about it...ummm, no, we DON'T want your business, you're the type of customer that'll send us to the poor house trying to bend over backwards for you." Then cancel her right then and there and waive the ETF to shut her up. Let Verizon or Sprint have her.
Hello No, i'd let sit there and say cxl, you ...
(continues)
...
When I worked for Cingular and I had a customer like this I would cancel their entire account without them knowing... doo doo doooo and BOOOOMMMMM on their next bill cycle they would wake up and their phones wouldn't work. And I would make up some right nasty notes, saying they were shopping reps and threatening and all bits o shiiiteee. I know its wrong, but when the customers would call in to lay their ballocks on my chin, I would get even. 😈 😈 😈 😈 😈 😈 😈 😈
...
adilus said:
When I worked for Cingular and I had a customer like this I would cancel their entire account without them knowing... doo doo doooo and BOOOOMMMMM on their next bill cycle they would wake up and their phones wouldn't work. And I would make up some right nasty notes, saying they were shopping reps and threatening and all bits o shiiiteee. I know its wrong, but when the customers would call in to lay their ballocks on my chin, I would get even. 😈 😈 😈 😈 😈 😈 😈 😈
See i've done that before, but what i would do is then turn around as i've TDMA and GSM, i would go into AXYS, change the plan make it retro acitve back to the begin o...
(continues)
...
