Blue Customers Beware-Big Brutha is Mad!!!!
Well its official, the company is pissed off at Blue customers-We got hauled into a meeting( former blue reps) and customers on legacy plans have been doing stuff and blue reps having been helping them but no more.
What I am reffering to is if customers call in to change their plans, since all promotions are "expired" you are to tell the customers if they change they will lose them, and then note it on the account they were advised.Apparrently if they do it right away you have to remove the promotions manually, if the customers calls in about it, and then if it was done within 30 days they can revert back.
Thats why they want rate plans to be future dated as the NWRS team takes them off when you future date request.
The next thing was "stacked" promos, like say a local 39.99 plan has 400 included minutes, with say an add on for 200 or 300 addiotnal minutes.They are ONLY ALLOWED 1 additonal minute promo, but reps have been adding on multiple ones, like i had one yesterday 400+300+200+200Save only +100 Sae only, if we see them you have to remove them off except for the one they are eligible for.You have to explain to them why ,and re-rate the next bill if they go over, but then they get for the cycle they are in, then thats it.
I personally agree with it, but i see reps just not doing it till you se someone CAP'd or FIRED over it.
What I am reffering to is if customers call in to change their plans, since all promotions are "expired" you are to tell the customers if they change they will lose them, and then note it on the account they were advised.Apparrently if they do it right away you have to remove the promotions manually, if the customers calls in about it, and then if it was done within 30 days they can revert back.
Thats why they want rate plans to be future dated as the NWRS team takes them off when you future date request.
The next thing was "stacked" promos, like say a local 39.99 plan has 400 included minutes, with say an add on for 200 or 300 addiotnal minutes.They are ONLY ALLOWED 1 additonal minute promo, but reps have been adding on multiple ones, like i had one yesterday 400+300+200+200Save only +100 Sae only, if we see them you have to remove them off except for the one they are eligible for.You have to explain to them why ,and re-rate the next bill if they go over, but then they get for the cycle they are in, then thats it.
I personally agree with it, but i see reps just not doing it till you se someone CAP'd or FIRED over it.
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i agree with that i had someone who called last night and ws supose to have EN&W refused to give it to him and now he asks for the sup and then they give to him even though he started his srvc with us in DEC of last year and this is the first time he called in about it
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jay2341ca said:
i agree with that i had someone who called last night and ws supose to have EN&W refused to give it to him and now he asks for the sup and then they give to him even though he started his srvc with us in DEC of last year and this is the first time he called in about it
what date? they ended the EN&W as of Dec 12,2004, it was before then they were right to add it, if it was after, then take it off, and then put a note on the account, they have it ccnet, as to date it was stop being offers, just cut and paste it into the eent, no ome will re-add it after that.I've had to go those lengths to make sure stuff gets not re-added.
The problem is that Sup. used to be under the impression that leave...
(continues)
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hello everyone-i agree the sup needs to be turned in but what will really happen-a COACHING SESSION?-like it really matters to most reps? 😢
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no really i have some really easy calls to day they call in and know what they what up until the call i'm on right now customer went over her minutes and also admitted to having a high phone bill back in JAN and now want to speak to a sup 🤣 🤣 🤣 🤣
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sweet-I just had a customer forget her ocs pass and wanted me to reset it(2nd time this month!)
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that cust actually had the nerve to call back and speak to another rep to try and speak with their res desk actually told her that she would have to speak with me or the other rep she chose to speak w/ that rep but she had charges on jan and now april for the same and she paid her Jan bill and did not dispute so she is SOL if you catch my drift
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in reference to the note above the other rep is from the same centre i'm in same res desk probably sitting right next to them
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totally sucks-rez is supposed to read the notes prior to making any changes in the acct or posting credits but obviously the rez rep doesn't think it's their job to honor previous notes on an acct! 😲 I wish I could offer credits for nothing!(especially when there are notes to prove not to!)----I just had a call from a lady who added 2 lines in store to her legacy acct and was told she'd get the 10.00 credit per line and it wasn't on the acct! shocking? not! another rep gave her the credit but didn't add it to the acct and now she wants me to give her the credit and put it on the acct(as well as credits 4 months previous-needless to say I gave her nothing!
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