customer service vs agents
i work for at&t customer service and theres always tension between agents and us. personally I've had quite a few agents in corp stores or retails who were great but the majority of them scam the customers from what i believe(even had this happen personally)!! err and this furiates me!! I'm not saying that they are all bad but it seems like we have to always fix everything they screw up. we get quality scores on our calls all the time just would wish they had like quality people in the stores to catch them when they do stuff or just ignore the people and say call customer service for that and don't even any way shape or form try to help the customer. unless they want to buy something then they hop right on them!! and another thing hate is c...
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i feel the same....store reps can get away with alot more.
the big thing is that stores must not be given the same info that we are in the call centers on certain things....you mention somthing to a store rep that is policy (at leaste at the call center) and the store rep has no idea what im talking about and acts like im stupid (when in fact they are the ones that are ignorant)....probly not their fault, just miscomunication on cingulars part
the big thing is that stores must not be given the same info that we are in the call centers on certain things....you mention somthing to a store rep that is policy (at leaste at the call center) and the store rep has no idea what im talking about and acts like im stupid (when in fact they are the ones that are ignorant)....probly not their fault, just miscomunication on cingulars part
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sales reps do have quality scores and it's measured daily, it's sales. customer service is there to handle just that, and sales is there to sale. the perfect world does not quite exist yet.
here's 5, keep the change.
here's 5, keep the change.
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my thoughts on the whole salves vs CS reps is this
if Cingular...errr At&t did their part
we would have one huge meeting with everyone from each side there and lay it down about what is wrong with your side and my side and communicate
we would avoid half the mistakes if someone just too the time to tell each department what the wrong this is
if Cingular...errr At&t did their part
we would have one huge meeting with everyone from each side there and lay it down about what is wrong with your side and my side and communicate
we would avoid half the mistakes if someone just too the time to tell each department what the wrong this is
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yep. if they sent the same information to everyone, then that would help. i came from legacy orange help desk to cor sales. even with that niether side knows what the other are doing.
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FOR THE 1ST ISSUE:
Well, you obviously don't understand what it's like to be a sales rep in a store. Why are features forced on? Because Sales Reps have quotas. They can lose their job if they don't have enough features.
at&t is complicit in all of this so just do what you are paid to do. Apologize to the customer, issue a credit if you have to, and let them know you are on their side.
And there won't be any huge meeting or anything. You think the big wigs are about to admit to you that this is the result of their policies?
2ND ISSUE:
Have you seen how busy the stores are? And where do customers even get the idea that stores are there for customer service? Stores exist to sell things. Now if they could charge customers for...
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Well, you obviously don't understand what it's like to be a sales rep in a store. Why are features forced on? Because Sales Reps have quotas. They can lose their job if they don't have enough features.
at&t is complicit in all of this so just do what you are paid to do. Apologize to the customer, issue a credit if you have to, and let them know you are on their side.
And there won't be any huge meeting or anything. You think the big wigs are about to admit to you that this is the result of their policies?
2ND ISSUE:
Have you seen how busy the stores are? And where do customers even get the idea that stores are there for customer service? Stores exist to sell things. Now if they could charge customers for...
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sangyup81 said:...
FOR THE 1ST ISSUE:
Well, you obviously don't understand what it's like to be a sales rep in a store. Why are features forced on? Because Sales Reps have quotas. They can lose their job if they don't have enough features.
2ND ISSUE:
Have you seen how busy the stores are? And where do customers even get the idea that stores are there for customer service? Stores exist to sell things. Now if they could charge customers for doing service the way Verizon Wireless does, that's a whole different matter.
3RD ISSUE:
A dumb sales rep is cheaper than a smart sales rep. Cheaper sales reps mean higher profit. By the time the customer realizes their sales rep is dumb, they've already given their money.
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you are probably getting the customers who got conned by indirect dealers. their breed is all the same. the latest scam I heard today was if a customer is approved for a deposit or application fee (via credit check) they require the customer to pay the entire invoice sticker on the phone with 2-year contract and no discounts... hmm... where is the rest of the money going from the discounted phone? their pockets perhaps?
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no, its to protect them from chargebacks which will likely happen with a deposit customer
again, a result of policy even if all the carriers do it
personally, i'd rather them send the deposit customers to telesales or a COR store
again, a result of policy even if all the carriers do it
personally, i'd rather them send the deposit customers to telesales or a COR store
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I'd rather the deposits go toward the store that sold the equipment than into Cingular's pockets at corporate. They can at least garuntee the cost of the phone with that deposit so the store wont go in the hole for it.
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What I hate is when customer service tells a customer they can get this great deal on a phone, such as a blackberry for $49.99 with a year contract and they are not even eligible yet and then tell them to go into a store and they will have to give it to them for that price because they put it into the notes. Only corporate stores do do any overrides on upgrades but the rep tells them that the store they are going to is cor but in actuality it is a indirect store. The customer service rep does not get any punishment or hear anything about this because they are already done with the customer, but its the sales rep who has to inform the customer that there is no way that they can give them this price that the customer service rep quoted and t...
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Cingular724 said:...
What I hate is when customer service tells a customer they can get this great deal on a phone, such as a blackberry for $49.99 with a year contract and they are not even eligible yet and then tell them to go into a store and they will have to give it to them for that price because they put it into the notes. Only corporate stores do do any overrides on upgrades but the rep tells them that the store they are going to is cor but in actuality it is a indirect store. The customer service rep does not get any punishment or hear anything about this because they are already done with the customer, but its the sales rep who has to inform the customer that there is no way that they can give them this price that
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i choose to think they don't know, rather than are being willingly malicious. I had one last week who supposedly told a customer they could get a free data card at point of sale with a one year contract. The notes mentioned a data card, but no prices. Of course I wouldn't do it for the customer and he tried to bully me into it, but I kicked his little heiny out of the store.
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yeah, i alwase wonder about customers that pull the whole "he said/she said" bullsht. who knows if someone actually fed them this bullsh*t or if they are making it up to get a good deal....fu*king degenerates
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I would never blame it on the customer service rep unless theres something in the notes that implicates them in something wrong. I just hate when they tell a customer to go into a store to do something when it has to be a corporate store and they say they can go into any store. I then call them up and they say they told them they had to go into corporate when it says right in the notes to go into any store. Not all reps are like this, just a lot of them that get called from the NY market I guess lol
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I think the CS reps are being fed the wrong information about what stores are corporate and not. Before, one of the indirects I worked at was listed as a Cingular store on the Cingular website. Now it's been fixed and they are clear it's an authorized retailer.
What I don't get is why a CS rep can't complete the deal on the phone. By sending a customer to a store, they are creating an extra step for the customer. If that was the customer's preference, then CS should say too bad we have to send it to you if you want that deal.
What I don't get is why a CS rep can't complete the deal on the phone. By sending a customer to a store, they are creating an extra step for the customer. If that was the customer's preference, then CS should say too bad we have to send it to you if you want that deal.
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Unfortunately your two cents aren't worth anything in this matter. Now don't get me wrong. I know there are crooked dealers out there. But guess what...in what business/industry in the US are there NOT crooked people. Suck it up, abide to the customer's wishes to fullest extent of your authority, and quit bad mouthing companies, reps, dealers who represent the company you work for and who sign your paychecks. All you do is create matters worse.
"just my two cents" 🙄
"just my two cents" 🙄
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