Why are customer's like this?
I just had a call... This guy is eligible for an upgrade and has had unlimited inbound calling for free. This feature was supposed to end 10/2004 but for whatever reason the rep agreed to extend the feature until 8/2006... We decided okay we'll honor that even though it's an invalid feature... He wanted us to extend the period until 12/2006 if he upgrade... We advised him we could not honor that but will honor 8/2006... Unlimited inbound is $14.99/mo and he's had it for free since 3/29/2000! So, because we won't extend it to 12/2006 he says he's going to cancel... I can't believe people are like this... seriously, this was a joke... We gave him over $1100 worth of a feature and that's not good enough?
See, that's why we no longer do cour...
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See, that's why we no longer do cour...
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they want everything for nothing, but more then likely that customer isn't going to cancel, just saying that because he's used to hearing "oh your going to cancel. well let me add that on for you RIGHT NOW" per our old policy, but since protocol.. "oh you want to cancel, well i do apologize you feel that way, but i am unable to extend that for you, but cingular does have ... blah blah" 😁
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I wish the customer luck in finding unltd inbound calling ANYWHERE else for free.
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They are like that for exactly the reason you gave. They get someone to make a exception once and expect it every time. I no longer give any courtesy credits, I just think of it this way, if I charged a bunch of stuff on my Visa and called them when I got the bill and said I didn't realize I bought so much crap last month are they gonna credit me, hell no.
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More and more people think this industry is becoming Full Service for them....its bad enough dealing with the "everything for free" or "give me what I want bc I said so" or "nobody ever told me that" mentality.
But today I thought this customer was going to have a heart attack bc I told him I was unable to transfer his phone book from his old phone to his new one. The machine is defective, I told him over and over, and he actually got loud over it! And what was even more amazing was that he only had like 25-30 numbers in his old phone, and he demanded I manually enter all the numbers on the spot for him!! I was speechless....He mentioned a couple of times that Verizon would do it for him, etc, but it really hit me today that people ar...
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But today I thought this customer was going to have a heart attack bc I told him I was unable to transfer his phone book from his old phone to his new one. The machine is defective, I told him over and over, and he actually got loud over it! And what was even more amazing was that he only had like 25-30 numbers in his old phone, and he demanded I manually enter all the numbers on the spot for him!! I was speechless....He mentioned a couple of times that Verizon would do it for him, etc, but it really hit me today that people ar...
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So...... did you put in the numbers for him? 🙂 If you did I HOPE you charged him. Realistically, I know that would probably just piss off the customer and make them say "I don't want it, take it back!" and walk out... but there's gotta be a line somewhere, right?
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Hell no I didn't put his numbers in for him....I'm no doorman. Of course he left all pissed, but he still bought the phone! He was a real piece of work.
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If I have a customer that wants his # kept its $10 if they arent my customer because every other carrier around here sends there customers to me to do it if the are my customer and i can use the machine its free if i haft to do it manually $20 only under 75 contacts though otherwise they can do it themselves
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Ha Ha good comeback...I never transfer #s manually unless its some old person that is genuinely nice and theres only like 5-10 #s in the book. I try the machine sometimes but it shorts out. I just cant believe some of the things that custs expect...
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Theres really no answer for it...we get "Data Transfer Failed. Check cables" etc, yet everything is plugged in perfectly fine. Other times it will just stop in the middle of the transfer.
Besides, its a damn waste of time, especially when the store's packed with people waiting forever and some demanding, lazy ass customer that wants everything done for them at a snap of their threatening-to-cancel fingers cant sit down on their couch that night to transfer 20 numbers. Unreal.
Besides, its a damn waste of time, especially when the store's packed with people waiting forever and some demanding, lazy ass customer that wants everything done for them at a snap of their threatening-to-cancel fingers cant sit down on their couch that night to transfer 20 numbers. Unreal.
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hey at least you guys HAVE a machine that'll do it. I'm just VERY adamant that my customers make sure that their number's are on their SIM cards because we CAN'T transfer them for them.
If someone says they're not on the SIM and it's not a phone that'll copy em all at once, I tell em they're gonna have to bite the bullet and do it themselves. if they don't wanna, tough luck. Most of them still buy the phones anyway.
If someone says they're not on the SIM and it's not a phone that'll copy em all at once, I tell em they're gonna have to bite the bullet and do it themselves. if they don't wanna, tough luck. Most of them still buy the phones anyway.
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Speaking of SIM's--what happens if you now have a 32K and your next phone has a 64K (or larger in the future)...can you put the old SIM in to retrieve your numbers to your new phone, then put the new larger capacity SIM in and transfer your numbers from your phone to that SIM? Just curious and planning for the future. 😁
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Yeah its do-able. Especially since most new Cingular phones have been accepting the previous ATTWS SIM cards anyways.
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OK, thanks, good to know. Although I'm not too lazy to re-input everything again if need be. 🤣
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No its not laziness, it is frustrating to re-enter everything. Some people just go overboard with it.
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I didn't mean you, I mean customers who are too lazy to re-enter all their info. 😉
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yeah how about the ones that come in with water damaged phones or phones that turn on period? They get all pissed off that the SIM didnt keep their #s and they go on and on about how thats what the phone was supposed to do! Theyre always fun to deal with.
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BluetoOrange22 said:
yeah how about the ones that come in with water damaged phones or phones that turn on period? They get all pissed off that the SIM didnt keep their #s and they go on and on about how thats what the phone was supposed to do! Theyre always fun to deal with.
Doncha wanna just say "you have to actually SAVE the numbers TO the sim card... moron."
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I do wanna say that, but when theyre actin foolish with me it feels better to say "Sorry Sir/Mam, there's nothing I could do...."
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Why? Because some people feel "entitled" to freebies. That was ridiculous, IMO. Frankly, I'd be grateful just to keep the inlimited til 8/2006 with an upgrade. On VZW, if you upgrade, you might lose everything grandfathered. The good Reps warn you before making the change so you can decide though.
How much did that customer spend each month? Over $150? What gets my goat is when people who have bare-bones plans want everything else free.
I hope you reconsider doing courtesy credits. Just as good customers don't cancel when they come across a bad rep, good reps don't swear off doing courtesy credits because of some ungrateful customers.
How much did that customer spend each month? Over $150? What gets my goat is when people who have bare-bones plans want everything else free.
I hope you reconsider doing courtesy credits. Just as good customers don't cancel when they come across a bad rep, good reps don't swear off doing courtesy credits because of some ungrateful customers.
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You know, one thing I have noticed a lot, those customers who threaten to cancel if they don't get what they want, even though they dont get it, they stay with Cingular anyway. I guess they know that if they switch carriers they lose their freebies.
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People are mostly trash talkers. They come into the store thinking we are just a bunch of clerks at a flea market that will "wheel and deal" with them bc X Company does Y. Some of the most off-the-bat-@$$hole-customers will leave the store being the greatest people you've ever met. Theres no explaining it.
Then theres the $19.99ers or $29.99ers that come in threatening canxlation, and we say "Ok, Have a Great Day!"
Then theres the $19.99ers or $29.99ers that come in threatening canxlation, and we say "Ok, Have a Great Day!"
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I canceled service for one customer about a year ago to end his agony of bad customer care and poor reception.
He called in with a long story of reception issues in his area talking toward a credit request. In the meantime I am looking at the notes and events and credit adjustments noticing he is been calling for at least 8 months for same reason getting positive results in credits and adjustments. By the time he finished with his story claiming a credit I frantically told him that I best terminate his service to stop the issue. I would say he was speechless and some how he refused to take the solution. I went to explaining to him that I have noticed he had been calling for 8 months with the same issue and that my job was to find the a so...
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He called in with a long story of reception issues in his area talking toward a credit request. In the meantime I am looking at the notes and events and credit adjustments noticing he is been calling for at least 8 months for same reason getting positive results in credits and adjustments. By the time he finished with his story claiming a credit I frantically told him that I best terminate his service to stop the issue. I would say he was speechless and some how he refused to take the solution. I went to explaining to him that I have noticed he had been calling for 8 months with the same issue and that my job was to find the a so...
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No doubt, Tny, good job....When we come across the constant credit pigs (especially the same issue spread out across months and months and months), we get mad to the point that for the hell of it we add up the loss that the customer is to us as a company and its incredible some times. (Plan rev. - approx. mnthly. acct. mngmnt costs - recent phone discounts - calls into the company costs - constant credits - etc.) some times adds up into the hundreds and hundreds of $ in loss to these people.
Good Job cuttin him off.
Good Job cuttin him off.
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That is a win-win. Everyone is happy.
I wonder if that customer really wanted a resolution though and not credits.
I recently reported reception problems. VZW determined that there was nothing wrong with my phone and left me a voicemail message something like this:
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We investigated the problem you are having with reception and we have good news and bad news.
1. Bad news -- we've confirmed the reception problems in your area and it is due to the new students overloading the network.
2. Good news - we are building a tower in your area which should soon resolve the capacity issues.
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The message was cool -- I do live in a college and "Silicon Va...
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I wonder if that customer really wanted a resolution though and not credits.
I recently reported reception problems. VZW determined that there was nothing wrong with my phone and left me a voicemail message something like this:
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We investigated the problem you are having with reception and we have good news and bad news.
1. Bad news -- we've confirmed the reception problems in your area and it is due to the new students overloading the network.
2. Good news - we are building a tower in your area which should soon resolve the capacity issues.
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The message was cool -- I do live in a college and "Silicon Va...
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