EERR fued between customer service and retail/corp store
👿 i work for cingular customer service and have been doing so for about 2 years and there seems to be a divide between customer service and corp stores. they claim we send people to stores when they cant do anything and we claim there answer for everything is "call customer service. imnot saying customer service have never sent anyone to a store for a stupid reason or a new rep or someone that just didn't know what they were doing has done so cause they cant fix issue. but thats neither here nor there, the majority of the phone calls i get people never have ever had a good experience in the stores cause they say agents we rude or basically said they couldn't do anything. and right after a day of taking these phone calls i went to a loc...
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westregcustcare said:...
👿 i work for cingular customer service and have been doing so for about 2 years and there seems to be a divide between customer service and corp stores. they claim we send people to stores when they cant do anything and we claim there answer for everything is "call customer service. imnot saying customer service have never sent anyone to a store for a stupid reason or a new rep or someone that just didn't know what they were doing has done so cause they cant fix issue. but thats neither here nor there, the majority of the phone calls i get people never have ever had a good experience in the stores cause they say agents we rude or basically said they couldn't do anything. and right after a day o
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why does feature slamming have to happen! its not that hard to not add a feature someone doesnt want! seems like we have to fix all the mistakes that are done seems to me much of this is fueld by comission ... and i understand thats a valid point on just sales and you guys cant do everything its just confuses me it such a simple thing an takes like two seconds unless u have liek 15 people in a store with 2 agents these arent really good excuses im sorry
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westregcustcare said:
why does feature slamming have to happen! its not that hard to not add a feature someone doesnt want! seems like we have to fix all the mistakes that are done seems to me much of this is fueld by comission ... and i understand thats a valid point on just sales and you guys cant do everything its just confuses me it such a simple thing an takes like two seconds unless u have liek 15 people in a store with 2 agents these arent really good excuses im sorry
sorry, i wasn't making excuses, i was just saying. until sales can be paid by salary and not commissions, there will be thieves and fraudsters. i don't support it and can't stand it, but i can't stop it from happening in other locatio...
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well i do appreciate ya being honest ive seen many accts with thives and fraudsters so i hear you i think theres just to many of them that are greedy and dont really care and consiquently only work for cingular a very short period of time ..and i praise your store i would reccomend anyone to go to there anytime if ur managers say call cs then what can u do then have them call cs??
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I tend to differ in your opinion here... The COR stores are there to provide both service and sales options. As a RSC or RSCk you get paid an hourly wage to provide customer service to the best of your ability. I understand that first and foremost you want to sell but think of the referals that you gain from a happy customer. NOW- think of what you get when someone walks away angry. I think that VZW has something hands down better than Cingular when it comes to the overall customer experience. They don't make a customer feel unwelcome- whether it be a 15 line deal, an upgrade or a repair that is needed on the phone.
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I, personally, do not like customer service and I have my reasons. They do have their uses to me, but they're very limited.
This is what I use them for:
PUK codes
Voicemail resets
I hate calling into them, but sometimes it's a necessity.
Customer Service is frequently incorrect about the information they .... crap. I gotta go. My Jedi robes just arrived.
This is what I use them for:
PUK codes
Voicemail resets
I hate calling into them, but sometimes it's a necessity.
Customer Service is frequently incorrect about the information they .... crap. I gotta go. My Jedi robes just arrived.
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here is my stance.
i have worked with cingular now for seven years. yes, reps need to hit sales goals. this does not mean we slam features. i have never slammed a customer with this. voicedial is a crappy service. roadside is helpful. but not all reps slam. yes there is times that i have had customers call cs. bill credits which u (customer service) gives customers a hard time about. ie... i call in as a customer to get it and usually the first cs rep sucks. their attitude are just demeaning most of the time. i have had them yell at me.
i personally try to help all customers without them. i get my own puck codes. i can give small credits. i now can renew rollover balances. so i take care of all that i can.
now lets talk about what ...
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i have worked with cingular now for seven years. yes, reps need to hit sales goals. this does not mean we slam features. i have never slammed a customer with this. voicedial is a crappy service. roadside is helpful. but not all reps slam. yes there is times that i have had customers call cs. bill credits which u (customer service) gives customers a hard time about. ie... i call in as a customer to get it and usually the first cs rep sucks. their attitude are just demeaning most of the time. i have had them yell at me.
i personally try to help all customers without them. i get my own puck codes. i can give small credits. i now can renew rollover balances. so i take care of all that i can.
now lets talk about what ...
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well i understand what ur saying and most definatly am glad u slam features cause many of them do as far as the features thing many times its one of the features the customer didnt want or if its a issue with like txt or mms one of the troubleshooting steps actually the last one is to delete then readd the feature which we are not permitted to use ur comp codes unless u call in and are on the line and say use my codes ...
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Thank you... Someone who understands me... I just recently left for greener pastures, but I was there for just under seven years as well. I did not slam customers for features and continued to excede my feature goals each month. It is all how you pitch it. If you can do your job right, then you don't need to slam. And I do need to say I completely agree with you on the switching commission codes thing though. That used to make me so angry. 😡
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I completly agree. I work at a retail store as well and I have the same experience about 75 percent of the time. Customer service needs to stop sending ppl to the stores who buy their phones online or through them. We try and help our customers who buy instore and keep them as satisfied as possible and should not have to deal with online sales since they are the one's who make our paycheck.
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I work for an agent and just to let you know our RAE calls almost daily and asks us why we havent added the 30day free features. I dont like adding them but I get in trouble if I dont. Most of the time I still dont add them because i care too much about what my customers think about me and I want them to want to come back. But my opinion is that there are crappy cs reps and crappy store reps, but there are also great store reps and cs reps. 🙂
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amen to that ur always gonan have bad and gonns have goos i thank u it makes my job easier by not adding those 30 day promo features thx
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It would help if CS realized that we do not have access to Telegence in COR stores, many of the issues CS sends to a COR store can only be fixed in Telegence, NOT OPUS
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nuckingfuts said:and CARE!!!
It would help if CS realized that we do not have access to Telegence in COR stores, many of the issues CS sends to a COR store can only be fixed in Telegence, NOT OPUS
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and normally in this instance give us a call and we will fix as long as were able to...lots of times its nothing that specifically says in CSP we cannot do it and it has to be done in store which tend to happen
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such as the most often on that happens is reversing a upgrade done in the store or cancel a line under 30 days...
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I work at a retail store and it INFURIATES me when customer service tells my customers to return their equiptment into the store and purchase through them. Just remember it goes both ways.
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well sometimes customers confuse retail store and corp store even if they bought it offline or over the phone they can return back to a corp store and i am sorry im pretty sure some reps dont specify they say just go to a local store and customer run with that ..now if it was bought in ur store thats a different story
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You are probably right. It would just be so much easier if everything was the same policy throughout the board and there were NO ONLINE SALES! noone really even get's paid for those.
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i feel online sales are valid cause they are cheaper 99 percent of the time then you can get at any store but i think if there was no corp or retail store and they were all one that would things a whole lot even simpler
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Online sales are a rip off.
They're supposedly "lower" than store prices because there's less overhead (no rent, no customer service). People buy online, and then use sales people in stores for free service. That's just rubbing it in their face.
Also, 90% of the time the phones aren't even cheaper. In my market, the only difference between store and online are the free phones, which are usually discontinued models, and one or two special offers. One or two models will be cheaper online, but one or two models will also be cheaper in store.
They're supposedly "lower" than store prices because there's less overhead (no rent, no customer service). People buy online, and then use sales people in stores for free service. That's just rubbing it in their face.
Also, 90% of the time the phones aren't even cheaper. In my market, the only difference between store and online are the free phones, which are usually discontinued models, and one or two special offers. One or two models will be cheaper online, but one or two models will also be cheaper in store.
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exactly. I wish it was displayed online that most of those free phones are disco. phones. It would make everyone's job much easier!!!
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well im mostly speaking for the western region of the US this does change with marketyour right.....
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Yeah, even the website prices vary by market. That's why they ask you to stick in your zip code before they show you the phones.
I know I'm lucky that prices in this area aren't that different, because it creates less of a hurdle, but we still have to educate the consumer who has already been told by CS to buy their phones online.
I know I'm lucky that prices in this area aren't that different, because it creates less of a hurdle, but we still have to educate the consumer who has already been told by CS to buy their phones online.
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i hate the freakin online store. if you count all the free phones its 10+. then customers come in here and complain that we only have 2 free phones and thats after media discounts and or rebates...sorry just venting lol
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I also work for CINGULAR customer care in the same region. I was working yesterday when I came across this argument...and was OUTRAGED by it. Not by the things that you stated but mostly about the store reps stating that THEY ARE THERE TO SELL???!!!! AND NOT TO HELP???? I'M NOT SURE WHAT INDUSTRY THEY WORK IN BUT WHEN YOU DEAL W/A CUSTOMER BASE NO MATTER WHAT YOUR JOB DESCRIPTION IS,CUSTOMER SERVICE COMES FORST!! AND IF YOU WANT TO SELL...DO IT HONEST!! PLEASE DO NOT HAVE A CUSTOMER CALL ME 3 DAYS AFTER ACTIVATION AND I HEAR THEM SCREAMING AND YELLING ABOUT HOW WE ARE A RIP OFF,STEALING FROM THEM AND THEY NOW WANT TO CANCEL THE ACCOUNT B/C YOU FRAUDULENTLY PUT FEATURES ON THEIR ACCOUNT. AND YOU GUYS SAY WE ARE INCOMPENTENT??!!! TRY AGAIN :...
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I think one problem that I even get with my customers is the brochures show the plans included with 2 media works packages for total of 99 for 700 min and so on. i even tell customers that price inludes that package and what it comes with. then they get the bill and get mad because they think we put something on their they didnt ask for when in reality I told them about it. corporate wants us to push features so much that alot of reps slam customers to keep their jobs when in reality it does worse things. I hate features and i wish it was all included on the rate plan price instead of breaking it down, this way customers wont see numbers all around their bill. which im sure itemization is required in some state laws like cali.
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Here is the thing... The CSS form that you are "supposed" to go over with every customer before they leave the store does break it down for the customer. Other than that you could ask the store manager to go to the collateral website and order the regular brochures. They can do that. Most chose not to because they know that their attach rates will go down. I know it stinks. I truly feel your pain.
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