Why am I in sales?
Ok
I was hired to be a cus care rep. during training there was no mention of me having to do sales. I've done sales. (was a outbound telemaketer for 5 years befor this). If they want me to sell people on migrating to cingular they should be payiong me commision. Sales is hard even if the person calls in looking to migrate, never mind having to inform the cus that because they lost/broke/ dropped or just want a new phone that they have to switch to cingular. If I was paid commission like the people in the stores I could/would follow the migration path and switch everyone to cingular. As it is I wasnt hired for this so I direct them to the web site for the free phones and if worse come to worse I give them the webmatch number. In the 7 mont...
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I was hired to be a cus care rep. during training there was no mention of me having to do sales. I've done sales. (was a outbound telemaketer for 5 years befor this). If they want me to sell people on migrating to cingular they should be payiong me commision. Sales is hard even if the person calls in looking to migrate, never mind having to inform the cus that because they lost/broke/ dropped or just want a new phone that they have to switch to cingular. If I was paid commission like the people in the stores I could/would follow the migration path and switch everyone to cingular. As it is I wasnt hired for this so I direct them to the web site for the free phones and if worse come to worse I give them the webmatch number. In the 7 mont...
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Customer Care is aways about sales, when you have a customer call in you are selling yourself and your company.I know i am a blue rep as well.
you are there to offer options to customers when they call in with issues.you don't have to sell them anything, you lay out the options for them and they make the decision themselves.If they lost or borke/dropped their, you simply advise them of their first option which is migration, if they decline, then you review the account.If they have a multiline or shareable account, then you can with Supervisor approval order a blue to blue upgrade.
If they don't then you simply advise them that they have no blue phones to sell anymore.Tell them that cingular bought attws, so the only phones we have are ...
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you are there to offer options to customers when they call in with issues.you don't have to sell them anything, you lay out the options for them and they make the decision themselves.If they lost or borke/dropped their, you simply advise them of their first option which is migration, if they decline, then you review the account.If they have a multiline or shareable account, then you can with Supervisor approval order a blue to blue upgrade.
If they don't then you simply advise them that they have no blue phones to sell anymore.Tell them that cingular bought attws, so the only phones we have are ...
(continues)
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This is true. I've gone through job descriptions online for Contact Center Representatives and it states that offering "innovative solutions" (including products and services) is part of the job. Only that Convergys does not specifically identify this as part of what you are expected to do to as a Care Representative... umf!
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