Help Cingular Sales Reps
I switched to Cingular over a month ago. The sales rep promised to waive the activation fees on all my lines if I make sure that he gets the deal. He said he sapproval before waiving it so he has to initially add to my initial bill.
Well, it has been over a month. I stopped by and emailed, no response.
What to do?
Well, it has been over a month. I stopped by and emailed, no response.
What to do?
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Hold his feet to the fire dude. HE cannot waive activation fees. He either has to pay them for you or somehow get your account a credit to offset them.
Did you get it in writing? If so take it his manager if he wavers. Cingular themselves will most likely do nothing as they alsways charge this fee.
Did you get it in writing? If so take it his manager if he wavers. Cingular themselves will most likely do nothing as they alsways charge this fee.
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Alot of times if the customer has a FAN on the account the charges are credited back on the second billing cycle with no action required from the rep or the customer. It's only been a month and a half.
Either the rep added a FAN (legitimately or not), he is going to have his MGR credit the fee's (COR MGR's can do that), there's a way to do it that I'm not aware of, or he lied.
Don't be so quick to throw reps under the bus dude, there are usually other explanations. Especially with the limited amount of information this person left.
Either the rep added a FAN (legitimately or not), he is going to have his MGR credit the fee's (COR MGR's can do that), there's a way to do it that I'm not aware of, or he lied.
Don't be so quick to throw reps under the bus dude, there are usually other explanations. Especially with the limited amount of information this person left.
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You need to be posting this in a reply to HIM, not me. I am fully aware of this information and simply told him to put it back on his rep. No one here can do much for him.
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If you knew all that, why would you instruct kbdabraham to "hold his feet to the fire" or ask if he got it in writing? Cause you assumed that the rep was up to something, and made someone's customer feel the same way. Even though there are several legitimate scinerios where he wasn't up to anything.
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Let's see,
He has called several times and has gone by with no return phone call. Yes, he could just be waiting for something, but in that case would not a responsible sales rep simply TELL their customer the reason for the delay?
Hence, holding his feet to the fire. Make the rep answer for the delay. If he has a legitimate excuse and is just bad at follow-up then so be it, at least the customer is not left holding their hat in their hand wondering WTF is going on. If, on the other hand, the rep pulled something shady, he needs to get on this quickly and hopefully has the deal in writing.
Stop with your one sided approach. I AM A SALES REP at heart and at practice so I am personal witness to how customers can be misled through ...
(continues)
He has called several times and has gone by with no return phone call. Yes, he could just be waiting for something, but in that case would not a responsible sales rep simply TELL their customer the reason for the delay?
Hence, holding his feet to the fire. Make the rep answer for the delay. If he has a legitimate excuse and is just bad at follow-up then so be it, at least the customer is not left holding their hat in their hand wondering WTF is going on. If, on the other hand, the rep pulled something shady, he needs to get on this quickly and hopefully has the deal in writing.
Stop with your one sided approach. I AM A SALES REP at heart and at practice so I am personal witness to how customers can be misled through ...
(continues)
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kbdabraham said:
Well, it has been over a month. I stopped by and emailed, no response.
texaswireless said:
He has called several times and has gone by with no return phone call.
🤣
Can I assume you paid as much attention to my posts?
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Normally I wouldn't harp on something so trivial, but I hardly think you can accuse me of misunderstanding.
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Sure,
Rather than take in the point that contact had been made and he had not received a follow up to his concerns you simply decided to point out that I mistakenly misread HOW he contacted the guy.
He could have sent him a telegraph for all I care, it really doesn't matter. A good sales rep would not leave his customer hanging to find out that one of your scenarios is required. A simple "I am waiting for XXX" would solve all his problems.
Rather than take in the point that contact had been made and he had not received a follow up to his concerns you simply decided to point out that I mistakenly misread HOW he contacted the guy.
He could have sent him a telegraph for all I care, it really doesn't matter. A good sales rep would not leave his customer hanging to find out that one of your scenarios is required. A simple "I am waiting for XXX" would solve all his problems.
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I know you consider yourself a good sales rep, and you probably are. Even good sales reps overlook things. This thread is proof enough of that.
kbdabraham didn't leave enough info to be sure, but I'd bet that he has a FAN on his account and the fee's will be credited back automatically, meaning there is no reason for the sales rep follow up.
Also he said he stopped by, how many times has a co-worker forgotten to tell you that a customer stopped by for you? It happens to me all the time.
As far as the e-mail thing, who knows. Maybe he doesn't check his e-mail. Maybe he's on vacation?
My point from the beginning is that there are several possibilities here. One of them IS that the rep lied, but not the most likely.
kbdabraham didn't leave enough info to be sure, but I'd bet that he has a FAN on his account and the fee's will be credited back automatically, meaning there is no reason for the sales rep follow up.
Also he said he stopped by, how many times has a co-worker forgotten to tell you that a customer stopped by for you? It happens to me all the time.
As far as the e-mail thing, who knows. Maybe he doesn't check his e-mail. Maybe he's on vacation?
My point from the beginning is that there are several possibilities here. One of them IS that the rep lied, but not the most likely.
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If a customer has a question or concern that is reason enough to follow-up, regardless of if or when it is due to credit.
All the possibilities can be handled by some customer follow-up. Considering the rep is NOT (it has been a month, how long SHOULD it take?) it does not look too good. If the deal was on the up and up he easily could have been told that from the beginning (again, something ELSE the rep could have done to resolve the issue).
All the possibilities can be handled by some customer follow-up. Considering the rep is NOT (it has been a month, how long SHOULD it take?) it does not look too good. If the deal was on the up and up he easily could have been told that from the beginning (again, something ELSE the rep could have done to resolve the issue).
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Chances are, the customer WAS told everything from the beginning, and you know it.
Also, I've had customers come in and complain about this very issue. With bills in hand they claim that their act. fees were never credited back, or that the discount never showed up. All the while it was credited, and discounted on the very bill they brought with them! Our bills are hard to read.
I'm not saying that is the case here, but there simply isn't enough info to villinize another rep the way you are.
Also, I've had customers come in and complain about this very issue. With bills in hand they claim that their act. fees were never credited back, or that the discount never showed up. All the while it was credited, and discounted on the very bill they brought with them! Our bills are hard to read.
I'm not saying that is the case here, but there simply isn't enough info to villinize another rep the way you are.
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Yeh, that happens here sometimes at our store. Whether it is because we get slammed with customers or simply forget to do so. Stop by and ask your rep to do it then when you are there and it's not busy. Is the store an independent store or a COR store? There are differences which most of the time a phone call can fix, especially if you are within your cancellation grace period.
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