Help yourself
I work in cingular customer service and I need to let all the customers kow that they need to help themselves. Customers need to get educated on their service and service provider. you need to know what your plan includes and what it does not inlcude. As a customer it is your reponsibility to educate yourself. all of the cell phone compaines have websites and all of the information is at your fingertips as a customer. GET EDUCATED ABOUT YOUR SERVICE AND THEIR WILL EB VERY VERY FEW SURPRIZES!
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i totally agree, i'm a blue rep/migration to orange, and we coddled our customers too much, call we read your bill to you, call in we get your account balance, everything except to wipe their bums, i don't blame the customer- I blame ATT policy to allow it to happen, thank god Cingular is Cinguwonderfull!!! They have a take charge and made sure not to fall into any ATT traps!!!
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I am a Blue2Orange rep too. Can you shed more light Agent when it comes to ATT policy?
I believe all customers call their service providers either cable, satellite, wireless, land line, internet, credit cards, insurance, HMOS, banks et...to whine and complaint that their services didn't work while they were out, their service was interrupted due to late payment, reconnection fees, returned check fees, late fees, etc...
Every business has its caveats.
I believe all customers call their service providers either cable, satellite, wireless, land line, internet, credit cards, insurance, HMOS, banks et...to whine and complaint that their services didn't work while they were out, their service was interrupted due to late payment, reconnection fees, returned check fees, late fees, etc...
Every business has its caveats.
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What do you want to know, ask me anything specific and i'll tell ya, too much general in
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CUSTOMER SERVICE MEANS TAKING A PAYMENT CHANGE A RATE PLAN, TROUBLESHOOT A PHONE, NOT TO READ A CUSTOMER BILL TO THEM, NOT TO HEAR WHY 5 PEOPLE TOLD THE CUSTOMER NO CREDIT BUT WHY YOU DESERVE ONE, NOT TO HAGGLE OVER PRICES ,NOT TO PAT THEM ON THE HEAD, NOT TO SCRATCH THEIR BUMS FOR THEM EITHER!!! WE ARE HEAR TO ASSIST THEM WITH THEIR SERVICE NOT TO HEAR THEIR LIFER STORY AND WHY WE NEED TO CREDIT THEM FOR THIS OR FOR THAT-FOR THE FAMOUS 'MYBILL IS TOO HIGH,YOUNEED TO ADJUST IT, SO I CAN AFFORD TO PAY OTHERWISE I'LL NEED TO CAANCEL!!!!
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Agent Debit you made your point.
I don't disagree with you at all, but it is the companies themselves (management at top level) who makes such decitions to allow us to provide such adjustments based on our judgement call.
If the adjustment button wasn't there, we simply couldn't provide it.
I don't disagree with you at all, but it is the companies themselves (management at top level) who makes such decitions to allow us to provide such adjustments based on our judgement call.
If the adjustment button wasn't there, we simply couldn't provide it.
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I like having the ability to make judgement calls, and if that changes with cingular alot of the job satisfaction will go as well.
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The ability to make justment calls is not ment to credit a customer back because he went over his minutes. Its ment so you have some leway if the customer was inconvinenced by the company in some way. Such as if our towers go out for a week we are able to give the cust some credit for that week. Or something like that. It is not ment to be used to stiff the company out of money when the customer went over their minutes and knew exacly how many mintues they are aloud to have.
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exactly.if someone has been inconvenienced then it is nice to be able to do something more concrete than offer apologies, and I always let the caller know that if I am doing a credit that this is a one time only deal, and it is only because the company dropped the ball.If you go over your minutes or are roaming after being informed of your HCA there isn't much I can do for you, and I don't feel really bad about it either.
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Not for nothing, but this kind of attitude will not help customer retention. While I do agree with some of your points, I see it from the other side, as a customer.
Considering I have gotten several different responses to one question, ie How does international calling cards work with cingular service, perhaps the CS people need to be more informed also.
Also as a customer we do not like to tell you the various issues we are having the 5th time in a row, does this information not get typed into the account? I had a recent problem with my phone and each and every time I was asked the same questions and told to do the same checks even after stating that I did them already and repeated what the prior rep had asked me to do. Not to ment...
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Considering I have gotten several different responses to one question, ie How does international calling cards work with cingular service, perhaps the CS people need to be more informed also.
Also as a customer we do not like to tell you the various issues we are having the 5th time in a row, does this information not get typed into the account? I had a recent problem with my phone and each and every time I was asked the same questions and told to do the same checks even after stating that I did them already and repeated what the prior rep had asked me to do. Not to ment...
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i like my job, just fine, what i don't like is that customers like to take no responsibility for any of their actions IE:ie How does international calling cards work with cingular service, why don't you get theanswer on the website, you get different answer,ever think cuz you punch in different buttons and get different deapartments.
Supervisors and Managers have different answersfor 1 reason, they don't take calls, they simply enforce the policy and rely on the reps info ,but obviously the customer didn't like it since the call escalated.
The fact is 99% of any info the customer needs in regards to plans minutes,features,discounts on features or minutes usage is avsilable on the website 24-7, so if a customer actually did their home...
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Supervisors and Managers have different answersfor 1 reason, they don't take calls, they simply enforce the policy and rely on the reps info ,but obviously the customer didn't like it since the call escalated.
The fact is 99% of any info the customer needs in regards to plans minutes,features,discounts on features or minutes usage is avsilable on the website 24-7, so if a customer actually did their home...
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Lol, well having checked the web site and searching 'International Calling' and 'International Calling Cards' and not yielding the answer, I would have found it prudent to call customer service. As far as I know, I'm dialing the same 1-800 number each time and pressing the same keys for the same departments, so I guess me punching in different buttons clearly is the problem and clearly I'm too idiotic to find it on the web site. Damn those stupid customers! At least you guys haven't moved to the speak your selection thing, as that causes nothing but trouble.
Now I agree with you whole-heartily about the minutes, features, etc. Though I have seen stuff not updated on the website and being different on the bill, but that is rare. And h...
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Now I agree with you whole-heartily about the minutes, features, etc. Though I have seen stuff not updated on the website and being different on the bill, but that is rare. And h...
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Well, first you could try the correct phrase " international dialing" that be the first step!!!
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I am great at my job first of all. I like my job I get paid to sit on the phone I can not complain about that at all. But the answer to your question about international dialing is calling cards will be billed as regular air time but you will not be billed the international calling rate. 1800 numbers ae regular airtime and when using a calling card that is all you are doing is dialing a 1800 number. I was just giving a consumer tip to mostly the new customers that they can get informed before activation.
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