You don't know my job
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Why is it when I call customer service to have them perform an action for a customer that I cannot do, they assume they know my job well enough to instruct me in a action that is inaccessable to me? I just called CS for them to evaluate a customers account for the new 2 year exception on lines, having fulfilled 1 year of contractual obligation, at a 1 year price instead of the 2 year price. I first had to explain to the CSR what it was. They had no clue and transfered me to telesales, which transfered me back to CS for approval. The second CSR approved it with her manager (which I know they have to do), and then transfered me back to telesales. Telesales then tried to tell me how to bypass the upgrade and processes it us...
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Why is it when I call customer service to have them perform an action for a customer that I cannot do, they assume they know my job well enough to instruct me in a action that is inaccessable to me? I just called CS for them to evaluate a customers account for the new 2 year exception on lines, having fulfilled 1 year of contractual obligation, at a 1 year price instead of the 2 year price. I first had to explain to the CSR what it was. They had no clue and transfered me to telesales, which transfered me back to CS for approval. The second CSR approved it with her manager (which I know they have to do), and then transfered me back to telesales. Telesales then tried to tell me how to bypass the upgrade and processes it us...
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i'm not a csr or anything, i was just wondering what the new 2 year exception was.
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A customer who has fulfilled one year of a two year contract, but isn't elligible for the standard upgrade with discount (which is based on monthly revenue) can be approved if they don't have a long list of recent disconnects for a two year renewal from todays date by paying the one year price for a phone. This basically lets them pay what would've been the difference in the cost of a phone had they signed up on a one year originally, and then get a brand new two year deal. You'll still have the $18 upgrade fee, and my area rep said it can only be done through telesales, which means you'll also have a shipping charge. It still ends up saving the customer a lot of money, and cingular gets to hold on to them for another two years. It was a...
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BTW: CSR's do not need manager approval for this exception... New protocol states that a CSR can offer this if the customer meets the criteria... Same goes for the "misunderstanding" protocol.
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In the Wisconsin/Illinois market, someone walks into my store, they have completed 6 months of their contract, they are eligible for an exception without question. They pay 1 year on a 2 year. Probably 30% of my phone sales come from this type of upgrade.
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esteinmaier said:
In the Wisconsin/Illinois market, someone walks into my store, they have completed 6 months of their contract, they are eligible for an exception without question. They pay 1 year on a 2 year. Probably 30% of my phone sales come from this type of upgrade.
That's what I was talking about. I guess no one believed me because I am a CSR. 😢
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I think the main thing is some CSR's are unwilling to accept change that they often neglect new policies and procedures... Which is sad because it usually creates a limbo because HR does not want to get rid of them because fo their "historical value" (this is an actual HR term), but then again they are not meeting QA scores or meeting their stats... And then everything here is based on tenure... which is a subject I am furious about (I got passed up a promo based on tenure when I had 4 manager recommendations and meet my stats 98%)... It's sort of being passed up for a job you are more qualified for than anyone else and they get it because they don't meet their "minority" quota (nobody take this the wrong way) it's just how I feel... hmm... ...
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speck said:...
I think the main thing is some CSR's are unwilling to accept change that they often neglect new policies and procedures... Which is sad because it usually creates a limbo because HR does not want to get rid of them because fo their "historical value" (this is an actual HR term), but then again they are not meeting QA scores or meeting their stats... And then everything here is based on tenure... which is a subject I am furious about (I got passed up a promo based on tenure when I had 4 manager recommendations and meet my stats 98%)... It's sort of being passed up for a job you are more qualified for than anyone else and they get it because they don't meet their "minority" quota (nobody take this the wrong way)
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ralph_on_me said:...
*begin rant*
Why is it when I call customer service to have them perform an action for a customer that I cannot do, they assume they know my job well enough to instruct me in a action that is inaccessable to me? I just called CS for them to evaluate a customers account for the new 2 year exception on lines, having fulfilled 1 year of contractual obligation, at a 1 year price instead of the 2 year price. I first had to explain to the CSR what it was. They had no clue and transfered me to telesales, which transfered me back to CS for approval. The second CSR approved it with her manager (which I know they have to do), and then transfered me back to telesales. Telesales then tried to tell me how to
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😁
Well if the Cingular employees don't know, how in the heck they expect customers to not have so called stupid questions?
How do we customers know that we can get upgrade after 1 year based on how much we pay?
(true story 3/03) Went into cingular store to upgrade phone (oh no sir you not elgible yet) stepped outside call customer service ( oh sure sir would you like us to fedex) (no just make a note in my account if you can) goes back in store tells the rep i will take that phone right there. Now I know if probally no the in-store reps fault but get the game together. 🙄
Well if the Cingular employees don't know, how in the heck they expect customers to not have so called stupid questions?
How do we customers know that we can get upgrade after 1 year based on how much we pay?
(true story 3/03) Went into cingular store to upgrade phone (oh no sir you not elgible yet) stepped outside call customer service ( oh sure sir would you like us to fedex) (no just make a note in my account if you can) goes back in store tells the rep i will take that phone right there. Now I know if probally no the in-store reps fault but get the game together. 🙄
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Sadly, noting the account isn't good enough for most stores to be able to do it. In my store, I can read the notes and see that is was approved, but unless the little button on my screen says elligible the store wont get reimbursed for the cost of the phone. From what I've been told, this whole exception thing I've been talking about can only be done over the mail. A corporate store might be able to, but they might not. With all that being said... at least I know it can be done and how, and I inform the customer what they can do to get a new phone and still save a lot of money.
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Well sir, it is not a point of stupid questions, we just wished more customers read. It seems like no on has the time, and then are mad they weren't told. As far as the story, if the store could not approve you for an upgrade it is because you weren't approved at the standard level, and they will not be given commission based upon it. When you called customer care, it's like forcing someone to give up a paycheck. That is why the rep asked if you would like it mailed because customer service is not commissioned based and the store doesn't have to take a loss.
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Okay, I think you have the wrong idea, no the CSR newbies are not trained on handling dealer calls because dealers are NOT SUPPOSE TO CALL customer service for ANY reason. Also unless you have talked with a previous dealer you don't know what POS is. If a dealer wants to approve the exception it is not up to customer service, the dealer is agreeing to cut his commission payment and therefore can offer it as he CHOOSES. Once he has completed the sale he is suppose to call credit and activations to activate the phone. CSRs are instructed to complete exception by phone and not to send them into the store because dealers don't have to approve exceptions (commission loss) and telesales will steal your commission too. So DON'T call to say "Can you...
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let me add to this....as a dealer you DO have to make sure they have had the phone 6 months and that they have not been suspended more than twice with a current balance, and later we will be checking if they have had any exceptions in the past 2 yrs (cause they have to wait the full 24 months) but you should ask those specific questions to the CSR and not say can you approve--cause the checker you use is the same we use.....and actually we don't have to approve exceptions either. Dealers used to use us to tell a customer they couldn't upgrade that way they don't have to take the blame or criticism so now if it is at your store it is ALL YOUR CHOICE.
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I have customers call CS from my store when they need assistance from them that they can only get from CS, because very often customers don't know what to ask for. Sometimes, I even dial the number and inform the CSR why the customer is calling them before handing the phone over just to avoid any communication errors. This situation was one of those times, and I would hope the CSR appreciates me initiating the conversation since we all know how hard it can be to interpret the customers needs at times. I don't waste time... not mine or anybody elses, and I wouldn't call anybody without fully looking at the account so I know all their options.
I ask "Can you approve...", because I know not every CSR I talk to will know what the hell I'...
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I ask "Can you approve...", because I know not every CSR I talk to will know what the hell I'...
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Well sweetie, I KNOW that dealers are NOT SUPPOSE to call CS for upgrades. You are only suppose to call the activations line. We do not have to approve Agent exception upgrades and it has been voiced several times that the DEALER can or cannot let the customer get the exception. In your case if you don't want to take a cut from the reimbursement of the equipment, you don't have to, if you want to then just approve yourself--you don't need customer care.
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Like I'm gonna try to piss off the customer by acting like I don't care about their problems and shoving them off to CS. I know the rules, and I know when to bend them, and a lot of people appreciate that. For the one year price on a two year exception, the customer has to have it done through telesales. That's it. It can't be done in the stores. You don't work in a store, so you obviously don't know this. From the lips of my CINGULAR area rep, two year exceptions at a one year price has to be done through telesales. If you call telesales directly, they route you to CS to get approval first. We can't approve customers ourselves. Hablablablah... get the point. You don't know my job. Don't call me sweetie. Use the past tense of a wo...
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Okay sugar, don't have a heart attack. You wanted help on why you had to call CS twice and I'm telling you why you had such a hard time. May be you just don't want to hear the truth, and I don't have to use past tense in a message board.....I save that for OOP work.
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While heart disease does run in the family, my left arm isn't numb yet. What I really wanted to know is why some CSRs think they know what we can or cant do in stores. What I don't want to hear is a condecending attitude. That doesn't mean I'd like you switch over to pedantic either. You shouldn't wave your "truth" flag either. Truth is relative based upon perception. If truth was universal there wouldn't be wars.
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Ralph,
Glad to hear you are in the DFW also. I use to work in Decatur before I transfered to my agents store in Mckinney. I take it that you either work for Prime Communications, Texas Cellular or Cellular world.
I know which Dave you are talking about. He always says his rep id after he introduces himself. He use to work at the Midland Odessa call center and then was moved to Wichita Falls. He is awsome. I haven't spoken to him in a while. I have about a dozen favorites at the Farmers Branch call center where you should have most of your calls intercepted.
Damn it feels good to have a Friday off...early.
Will
Glad to hear you are in the DFW also. I use to work in Decatur before I transfered to my agents store in Mckinney. I take it that you either work for Prime Communications, Texas Cellular or Cellular world.
I know which Dave you are talking about. He always says his rep id after he introduces himself. He use to work at the Midland Odessa call center and then was moved to Wichita Falls. He is awsome. I haven't spoken to him in a while. I have about a dozen favorites at the Farmers Branch call center where you should have most of your calls intercepted.
Damn it feels good to have a Friday off...early.
Will
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