How Many Calls!!!!!!!!
i have a question for people especially cust care...how many calls a day do you get for people that didnt ask for roadside assistance but had it added by reps who put it on there anyways đ đ i dont do that but i notice alot of stores features being super high because of it
...
Yeah, I know... Right! I don't do it either Lisa, but I am always getting people in my store saying they never asked and expect me to credit them and take it off, but meanwhile those stores are being commended for having this amazing feature attach rate đ It should only count if it is not taken back off within six months.
...
jram i kow...it makes me sick to my stomach that these store have such an attach rate at the same time we get scolded because our attach rate isnt high enough
...
You can just call me Jackie... And I understand... My store is going though that right now too.. âšī¸
...
i dont put features on that the customer doesnt ask for just to fluff my check and i think something needs to be done to the reps that do add them when the cust doesnt ask for them
...
The thing that I don't get (unless it is strictly agents) is that if they cancel within six months they get charged back anyways.... I have never understood why they add it to get paid one month then just get it deleted and get the money taken back the next month. đ
...
We in customer care like reps like the two of you. Our job is a lot easier without customers screaming at us over things like this and then expecting me to be able to deal with the store rep. All I can do is report them and I dont even think that does any good. My manager has had escalations with the same store rep name repeatedly coming up in them....
...
that is said that the same name keeps coming up and nothing happens......i love my job and what i do and im not about to add things to my customers accounts that is gonna bring them back screaming to us or customer care......its not the way to do business and keep our customers happy
...
I agree. The one rep that I am speaking of has caused quite a few problems. My manager just remembers the name now. He had the nerve to tell a customer that he would NOT put insurance on an account because they paid nothing for the phone and therefore it wasn't worth it. He told me he said that when I called too....customer lost the phone and we had no way to assist the customer. She kept asking me to commit insurance fraud and add it on but I couldn't I felt horrible and it actually escalated as high as my area manager if not beyond that. đĸ
...
Yup yup. Its so frustrating. I mean this customer was literally in tears...I believed her too especailly after speaking to the rep.
...
I had one like that awhile back, the person wanted insurance but the preson who sold her the phone said it was pointless and talked her out of it, she of course lost her phone, but we were able to help her out, called the agent, he admitted talking her out of it, so we backcharged a couple of months of insurance charges and got her a new phone đ
...
We couldnt do that because he was being shady about it. He said that he may have but he couldnt remember each and every customer he "helped" đŋ
...
wow, that sucks, i hate things like that when you know someone got screwed by can't do a freakin thing about it... đĄ
...
I had a lot of people cancel insurance when they started sending out refurb phones. Are they still doing that?
...
Nope. I haven't had that issue lately. But my reply to that is as long as it works and you have a phone its better than not having one at all or paying full price for one.
...
I agree it's still a better deal than you could find on a used or refurb phone, unless you just have one of the cheap ones. If you had a siemens a56 or something that was ever free you have a good shot at finding a used one for $50.
...
i dont understand it either but let the reps that do it deal with it....serves them right đ
...
A day?? None. In the past few months.... None!
But I'm Cingular Blue CC so store reps don't get to touch the accounts I work with.
Although I did have a scare today when a guy had questions about his plan and Cingular migrations.
As I'm talking to him he suddenly says... "Whats this safety package and why are you charging me $5.99 per month for it." I explain the feature
Cust of course goes " I didn't ask for that! How long have you guys been charging me for it"
I review the account and find that we have never charged him for that because he does not have it nor has he ever had it! He has no extra features on his account!
I still have no idea where he got the idea he had the safety package. Scared the crap out of me beca...
(continues)
But I'm Cingular Blue CC so store reps don't get to touch the accounts I work with.
Although I did have a scare today when a guy had questions about his plan and Cingular migrations.
As I'm talking to him he suddenly says... "Whats this safety package and why are you charging me $5.99 per month for it." I explain the feature
Cust of course goes " I didn't ask for that! How long have you guys been charging me for it"
I review the account and find that we have never charged him for that because he does not have it nor has he ever had it! He has no extra features on his account!
I still have no idea where he got the idea he had the safety package. Scared the crap out of me beca...
(continues)
...
