Tread Softly...(Big Brother is in the House)
We are being made to clean up for the upper higher uppers coming into our call center. OH BOY! Hope they love the happy smile in my voice and the outstanding way I deny they're cust. of any assit. or comfort whatsoever because it's what they trained me to do. I hope one sits down next to me on a phys. damage escalation in which I have to advise the cust. "we don't know what the damage was but you need to go ahead an pay that charge, ok!" And then I hope that cust. is one of our "saucier" custs. and proceeds to cuss me out for forty or fifty minutes and threatens cancellation and contact with News Channel 5, BBB, FCC and their lawyer. That will ice my cake and I'll turn to the upper and smile and say "YES SIR!" "I'm proud to do my job!" 😉
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I wonder if how a customer would respond if you "accidentally" provided the contact info for BBC (british broadcasting channel) rather than BBB (better business bureau). Naturally I wouldn't want to speak with the customer after he/she calls back but I'd love to hear it.
Changing the subject slightly but still referring to humorous calls...I listened to one of my colleagues take a call from a rep who stated the customer returned her defective phone to warranty exchange in a bag rather than the box provided. All I can picture is a plastic Wal-Mart bag and a roll of duct tape with a shipping label slapped on the outside.
Changing the subject slightly but still referring to humorous calls...I listened to one of my colleagues take a call from a rep who stated the customer returned her defective phone to warranty exchange in a bag rather than the box provided. All I can picture is a plastic Wal-Mart bag and a roll of duct tape with a shipping label slapped on the outside.
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Dude you seriously need a new job, as a rep you are setting a bad example, you may not like your job, but if you are doing it then you do it with a smile on your face, if you can;t they will see you not doing it right then you won't be there to collect a paycheck.
your job is not how the p&p are not to your liking, your job is to present the available options within your p&p, and then work with that.The customer may not like it, but they you can never please everyone so deal with it the best you can.
man seriously, by you going on like that makes the company look bad.Whether you are on the phone or here, you are representin the Cingular!!!!
your job is not how the p&p are not to your liking, your job is to present the available options within your p&p, and then work with that.The customer may not like it, but they you can never please everyone so deal with it the best you can.
man seriously, by you going on like that makes the company look bad.Whether you are on the phone or here, you are representin the Cingular!!!!
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dude, TheNoGuy is awesome on the phone. he represents. 😛
he's just a little loony on here and likes to point out the idiosyncrasies of what we are being paid to do, and he does it in his own eccentric way. pointing out the flaws in our policies and resources does not make him a bad rep, and I think it is a good idea to inform higher ups what's wrong, or else they might not know because they are often surrounded by pansies who won't tell them what's wrong.
he's just a little loony on here and likes to point out the idiosyncrasies of what we are being paid to do, and he does it in his own eccentric way. pointing out the flaws in our policies and resources does not make him a bad rep, and I think it is a good idea to inform higher ups what's wrong, or else they might not know because they are often surrounded by pansies who won't tell them what's wrong.
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Dude, they will know, but not by going on here and doing it, the fact is they are concerned with the bottom lines, not about the policies and procedures, they are coming to check on how the reps are performing, thats it, they are evaluating which centers stay open and which close down the road.
If you do your job to the best of your ability, they will focus on everything else, they are not here to get your comments, questions or concerns, they are here to evaluate the reps and the centers.
If you do your job to the best of your ability, they will focus on everything else, they are not here to get your comments, questions or concerns, they are here to evaluate the reps and the centers.
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yeah, and maybe if you would read what TheNoGuy said, he's not hoping to just give his comments to the guy, he just wants to be there when the guy hears for himself a call that demonstrates some of the flaws in the system that make our job harder and make it harder to meet that bottom line. things that would be relatively easy to fix.
The thing that is bugging us right now is that we are not given all the information we need to tell customers what they should be told. When a customer is escalating, it doesn't make the call any shorter to inform them "you got charged, we don't know why, deal with it."
The thing that is bugging us right now is that we are not given all the information we need to tell customers what they should be told. When a customer is escalating, it doesn't make the call any shorter to inform them "you got charged, we don't know why, deal with it."
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ballderdash said:
yeah, and maybe if you would read what TheNoGuy said, he's not hoping to just give his comments to the guy, he just wants to be there when the guy hears for himself a call that demonstrates some of the flaws in the system that make our job harder and make it harder to meet that bottom line. things that would be relatively easy to fix.
The thing that is bugging us right now is that we are not given all the information we need to tell customers what they should be told. When a customer is escalating, it doesn't make the call any shorter to inform them "you got charged, we don't know why, deal with it."
they don't care about the systems at this point, they are focused on making sur...
(continues)
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you might be right about that (although I am willing to bet you don't truly know and are mostly assuming that), but what harm could it do for them to hear something that might lead to improving the job for us and the customer service experience for our customers.
I am willing to bet that the majority of people in positions like that can multitask and think of more than one thing at once.
I am willing to bet that the majority of people in positions like that can multitask and think of more than one thing at once.
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ballderdash said:
you might be right about that (although I am willing to bet you don't truly know and are mostly assuming that), but what harm could it do for them to hear something that might lead to improving the job for us and the customer service experience for our customers.
I am willing to bet that the majority of people in positions like that can multitask and think of more than one thing at once.
I know for sure we had a team metting on it, thats why they want us Properly dressed in business attire, the center was painted top to bottom, and thats why everything is being cleaned up.
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And you don't think that they have any interest in what the front line for their customer service base deals with on a daily basis? Once again you rammed your foot in your mouth because you're discussing things you don't know about. All the Cingular higher-ups that have visited this center have shown extreme interest on what we do and how to make things better. The Vice President of sales was here today and doing side-by-sides with floor reps to get a feel for how XBM works and what changes can be made to improve the system for our customers.
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Dude, most folks do not LOVE thier job, welcome to America. In the real world, if you do not have some place to vent you blow up. Sure, there are tons of things wrong with the systems we use, for example, in CSP you "discover" information, you don't "look it up". And don't get me started with the silly PAR reports with the "magic" repeat call stats.
For the most part, VPs and such do NOT know what the grunts do. It was true back when my grandfather was a coal miner, and it will be true when we start building star ships. The reason is that it's not their JOB to worry about the computer that I use. They plot the course to the next island, I just pull on the oar.
I can either kill myself trying to fix the world, or I can get up and do my ...
(continues)
For the most part, VPs and such do NOT know what the grunts do. It was true back when my grandfather was a coal miner, and it will be true when we start building star ships. The reason is that it's not their JOB to worry about the computer that I use. They plot the course to the next island, I just pull on the oar.
I can either kill myself trying to fix the world, or I can get up and do my ...
(continues)
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obligatory drew carey quote:
"Oh, you hate your job? Why didn't you say so? There's a support group for that. It's called EVERYBODY, and they meet at the bar. "
thanks Drew 😁
"Oh, you hate your job? Why didn't you say so? There's a support group for that. It's called EVERYBODY, and they meet at the bar. "
thanks Drew 😁
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austin316 said:...
Dude you seriously need a new job, as a rep you are setting a bad example, you may not like your job, but if you are doing it then you do it with a smile on your face, if you can;t they will see you not doing it right then you won't be there to collect a paycheck.
your job is not how the p&p are not to your liking, your job is to present the available options within your p&p, and then work with that.The customer may not like it, but they you can never please everyone so deal with it the best you can.
man seriously, by you going on like that makes the company look bad.Whether you are on the phone or here, you are representin the Cingular!!!!
Dude, are you mental...are you a tard...dude...DUDE? By t
(continues)
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I apologize if I offend anyone or even an individual but sometimes anger because of my lack of empowerment makes me vent...this is my last thread I'll ever respond to...to everyone out there have a good life!
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Correction this is my last post...Cingular is a excellent wireless company, and I adhere to cingular policies whenever possible. Cingular wireless coverage is best available in America...I was alittle out of sorts that evening and with all the stress of an oncoming comp. audit I lose control of my actions. Once again this is the last time I'll ever visit this site(for this purpose) this site has saved me on some troubleshooting and phone info. to many times to give it up entirely...so to everyone good luck, do your job well, and try to take pride in what you do.
(Austin 316 no offense you where just speaking your mind and sometimes, I understand I should take the time to listen.)
(Austin 316 no offense you where just speaking your mind and sometimes, I understand I should take the time to listen.)
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I think this is going a little far.
You have every right to speak your mind. And I can't see any fault with your original post. I agree that having a Corp Suit listen to a call that reps get all the time where there is nothing we can do and where we don't have the resources or ability to resolve the call, would be a great thing.
IMHO Austin took this to far with his "Your a rep of the company so you should act better" Austin should look in the mirror since many of his blunt and to the point posts can seem rude and offensive to some customers if they read them.
I see no reason for you to stop post on phonescoop.
You have every right to speak your mind. And I can't see any fault with your original post. I agree that having a Corp Suit listen to a call that reps get all the time where there is nothing we can do and where we don't have the resources or ability to resolve the call, would be a great thing.
IMHO Austin took this to far with his "Your a rep of the company so you should act better" Austin should look in the mirror since many of his blunt and to the point posts can seem rude and offensive to some customers if they read them.
I see no reason for you to stop post on phonescoop.
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