Customer Lack-of-Care Reps
I just have to ask, why are so many reps blowing me off on the phone when I call up to get things done for a customer? Its always so convenient to just say "I have to speak to the customer to verify the account" just so you can get off the phone with me. I am an agent trying to take care of my customers who are sick and tired of speaking to care reps who give them attitude (not all mind you, but there are plenty) and would rather deal with me at the store. If a customer calls me at the store, they lose faith in my ability to help them if I tell them to call customer service. Why do so many reps pull this BS on me???? 99% of the time I help the customer before calling you, but on the few occasions where I can't do something, and I need t...
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That type of trend isn’t new in this industry and overall but the problem is that it is expanding into other sectors such as in the financial with credit cards. Maybe those reps are afraid of doing something wrong if they access information that they aren’t allowed to. They probably want to protect themselves just in case. I find it somewhat hard, especially you being an agent and provide them your ID number, would give you a hard time because usually agents and reps work together to help the customer in need. With privacy issues and identify theft quite common I guess that is the really only reason for them being picky with you and that they want to actually talk to the customer themselves. It is a problem because then your custom...
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I kinda thought the same way, but the problem with that is, whos to say that the customer who called me/is in store has all ready stolen an identity? it doesnt make sense, if their identity is stolen the cust care reps will have LESS of a change of realising it than I would, since I know most of the customers in my store anyways
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I understand, but companies like to protect themselves by providing these kind of policies, though. The amount of verification security wise that the reps ask you is so immense that one could probably write a little paper on it. They are just covering their basis. I had a few issues also and even some of my contacts needed to review my information just to make sure it’s me. Also with my clients I do the same thing. They can’t just enter data without the customer’s knowledge.
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I had a guy sign up 3 lines in July, he ended up not liking the service, porting his numbers to t-mobile and bringing the phones back all within the 30 day trial period. Low and behold, he gets a bill with 3 term fees. He does what I appreciate and try and fix it himself by calling customer care, but they tell him that there is no proof that he returned the equipment and until he can provide that, the fees are valid! ? Hello??? He didn't buy them COR! And whats even better, when he comes in, I call care and tell them to take the fees off, and that he brought the phoens back to me, the rep tells me that there is no note in the account that the equipment was returned(How am I supposed to notate a closed account that I can't pull up) and that h...
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I have to agree with you, most of my problems come from business care reps who can only read from a script and cannot deviate from it--especially when I ask them how their day is going--I love getting a response of "can I have the mobile number your calling about?" No, I just asked you how your day is going, I said nothing about any mobile numbers. They always get really quiet like their not sure what to say :-D
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chainsaw said:
🤣 I'm glad I don't work in a call center.
i loved working in a call center. it's business care reps that i can't stand. i work in a cor store, i have a background in customer care and help desk for legacy orange care and when i call in they act like i'm stupid for calling in. as soon as they say, can i speak to the custoemr, i ask if i can speak with their manager. i HATE how they set up business care... it's pointless and a waste of time and money. they do exactly what regular custoemr care does except crappier, with less knowlege and more of a pissy attitude.
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Amen. I wish they didn't separate IRU and normal consumer accounts and only had a business care for large corporate accounts...atleast that way they could focus on having an awesome corporate customer service that can bend over backwards to keep them happy! thats one thing I miss about t-mo was that there was only one customer care and they all used the same system, and they were for the most part excellent!
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Before you throw a fit about BEUC reps asking to speak with the customer, why don't you read CSP and find out what their verification requirements are? For agents (non-COR) we are REQUIRED to speak with the customer. It is a much a pain for us as it is for you, but we have to follow the rules that have been set for our department.
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