Read the back of the card!
75% of calls I get from prepaid customers is to add funds. Our IVR SUCKS! Especially since that recent change to voice automated instead of using the keypad. I have no doubt that 50% of these customers are just victims of the IVR. The other 50% need to READ THE BACK OF THE FREAKIN' CARD! There are about 6 different prepaid PINs. One type can be added through the IVR...when it works, but the other 5 have special 800 #s to call. FastCard, Blackstone, Blackhawk and universal FastCards all use different IVRs to add funds. Often, I get calls from customers who just activated their phone and the IVR does give the option to add additional PINs, but only Cingular Pay As You Go cards, not 3rd party vendor cards. During activation and the first time a...
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I wish you'd stop saying: "God, I love my job!" cuz obviously you don't! Try finding another job NOT in customer service.
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Being that I work in customer care, most of my calls are negative. I understand that. My posts are normally about a specific instance or a steriotype (based on experience). Not all customers are stupid or mean or anything like that. I love my job and these forums allow me to get stuff off my chest and actually cheer me up to know that other reps have similar experiences.
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I completely understand that (as a former sales rep) I also understand that there are times when you just feel the need to vent in one way or another, but don't forget that there are just as many reps in this room as there are customers... Cingular is doing the never ending task of clearing the bad customer service reputation from its past, and unfortunately threads like those just don't help us in the eyes of the customer... 😕
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hardcorehavok said:...
75% of calls I get from prepaid customers is to add funds. Our IVR SUCKS! Especially since that recent change to voice automated instead of using the keypad. I have no doubt that 50% of these customers are just victims of the IVR. The other 50% need to READ THE BACK OF THE FREAKIN' CARD! There are about 6 different prepaid PINs. One type can be added through the IVR...when it works, but the other 5 have special 800 #s to call. FastCard, Blackstone, Blackhawk and universal FastCards all use different IVRs to add funds. Often, I get calls from customers who just activated their phone and the IVR does give the option to add additional PINs, but only Cingular Pay As You Go cards, not 3rd party vendor cards
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hardcorehavok said:...
75% of calls I get from prepaid customers is to add funds. Our IVR SUCKS! Especially since that recent change to voice automated instead of using the keypad. I have no doubt that 50% of these customers are just victims of the IVR. The other 50% need to READ THE BACK OF THE FREAKIN' CARD! There are about 6 different prepaid PINs. One type can be added through the IVR...when it works, but the other 5 have special 800 #s to call. FastCard, Blackstone, Blackhawk and universal FastCards all use different IVRs to add funds. Often, I get calls from customers who just activated their phone and the IVR does give the option to add additional PINs, but only Cingular Pay As You Go cards, not 3rd party vendor cards
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