What's Up with the Cingular Wireless Care Reps, Mr. and Mrs. Attitude!
I don't understand why so many CW reps have so much of an attitude and ATTWS reps are so much nicer when it comes down to care. I work w/ ATTWS accounts and also I work under the CW name (Blue Team) and I called CW cust care and I didn't know about how the invoices are printed. My customer migrated to CW and had two invoices I explained to her the ATTWS account charges then I advised her that I had to contact CW care for them to tell her why she was chrged extra. The rep from CW was like "I am pretty much going to tell her the same thing you told" *dead air* so I'm like is she serious? 😲 I mean how am I supposed to tell the customer about the details on the bill.
...
I know how you feel, but on the other side, some of the blue C/S reps do it to the orange ones when we call in and don't have things in front of us... 😢
...
Was it an item from "directbill" or something else? From what I've been told the only way to see what those were was from logging in to their account online.
...
Working in sales, I get attitude from both sides blue and orange. When they call me and I have to call them. Sometimes you will get someone who is cool with the situation, but for the most part they just try to avoid everything.
...
It really does happen on both sides. I take orange calls part of the day and blue for the rest and when I have to call back to the other side I sometimes get attitude.. Im like look I do your job but just not in that system right now. I think it's more of a personal thing than a blue or orange thing
...
onelove said:
It really does happen on both sides. I take orange calls part of the day and blue for the rest and when I have to call back to the other side I sometimes get attitude.. Im like look I do your job but just not in that system right now. I think it's more of a personal thing than a blue or orange thing
Yeah it really does depend on who's on the other line. I'm a blue rep and I catch hell on both sides. But I tend to get it more from orange since other blue reps can relate to me.
...
yeah I get it from orange and the other Blue deps like RM who don't know what they are talking about and Tech ( i used to get flack from tech), NAS. I mean I don't understand why when other departments call you and it is their call they want to tell you that the same thing they can do you can do. " THEN WHAT ARE YOU THERE FOR?" I mean i don't get it they should jut train us all for the same thing.
...
pearl_y2k said:
yeah I get it from orange and the other Blue deps like RM who don't know what they are talking about and Tech ( i used to get flack from tech), NAS. I mean I don't understand why when other departments call you and it is their call they want to tell you that the same thing they can do you can do. " THEN WHAT ARE YOU THERE FOR?" I mean i don't get it they should jut train us all for the same thing.
Try this one for size, rep from NAS just came on the line, wants to go and check customer minute usage since his pc is not working, then wants to tell them how to do everything on the phone, and then wanted to give him a credit for his phone since he feels its too expensive and when you tell th...
(continues)
...
pearl_y2k said:
yeah I get it from orange and the other Blue deps like RM who don't know what they are talking about and Tech ( i used to get flack from tech), NAS. I mean I don't understand why when other departments call you and it is their call they want to tell you that the same thing they can do you can do. " THEN WHAT ARE YOU THERE FOR?" I mean i don't get it they should jut train us all for the same thing.
Amen, Train us all on everything, because then we can fix it on our own.
...
I started with ATTWS. As a care rep through the merger we had a lot of complaints about the CWS reps. Often they asked for a dealer code....IM A CARE REP. Anyway..im in training for the Cingular systems and now I understand why they couldn't always give us the information we wanted/needed, BUT I have had many customers call in (while taking ATTWS calls after the merger) and tell me that i have to be originally with ATTWS because the CWS reps are aweful...
...
it's a systems thing and a training thing and corporate culture thing. once everyone gets used to the cingular side they attitude will fade away. its like when I went to gsm, I was unhappy with siebel, but now it seems to be pretty much the same thing as axys., for the most part I have found the cingular reps to be as willing to help and as informed as aws reps. it just depends on the individual.
...
It's all just politics and part of the job. I am a CSR - orange, it doesn't matter on our end if it is an agent or another csr -- we have to verify!!. QA will ding us for sure,possibly a zero call. We don't even need the cust name or ssn..only the cuid or agnt code for the person calling on behalf of the cust.
Some blue reps get irritated w/ me and I could care less, just give me the info; so I can put it in Clarify and take the call. 🙂
Some blue reps get irritated w/ me and I could care less, just give me the info; so I can put it in Clarify and take the call. 🙂
...
Dunno why reps should get twisted at other reps, we all have policies to follow, why not just save the energy for solving whatever mr customer's problem is?
...
im a CWS rep and i do agree there are alot of rude people that work for us...it is the individual and their mamagers expectations...my manager doesnt get all in our ass if we talk on the phone too long she believes that its its the quality that counts...
...
Im sorry if you took it as i was saying it is all CWS reps..i know its only the rep you get because i had a rep who helped me for 2 hours trying to get something fixed for them..and it wasnt their department but we had 6 lines open talking to people and HE finally found the right department because on both att and cws sides i was getting pushback. So i do have respect for those that care.
...
