poll: Bill in advance and activation fee?
for care reps: How many times a day do you get " no one ever told me about billing in advance" and "no one ever told me about the activation fee"?
For sales reps: How many new accounts a day do you see walk out the door without being explained billing in advance and activation fees? This applies to your fellow coworkers letting them leave without that info.
For the record this post is not to blame anyone for not doing it. I realizes there are alot of customers that just didnt listen when it was explained to them and that some situations arise that might cause it to happen. However i know it is happening to some degree. Just trying to figure out why it seems to be happining more latley.
For sales reps: How many new accounts a day do you see walk out the door without being explained billing in advance and activation fees? This applies to your fellow coworkers letting them leave without that info.
For the record this post is not to blame anyone for not doing it. I realizes there are alot of customers that just didnt listen when it was explained to them and that some situations arise that might cause it to happen. However i know it is happening to some degree. Just trying to figure out why it seems to be happining more latley.
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Zero leave here without knowing about the activation fee and the advance billing. There's not even a chance they can't know about the activation fee though, they have to agree to it on the IVR and it's written on the contract I still get them to sign.
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I bet that is sucks Jax. I tell my customer everything that I can remember. I don't like them coming back to me and being hateful. I also don't like that it makes your job harder either. I actually go through the same thing. The "other" stores in town mess up all the time, and people come to me with a bad attitude wanting me to fix it. I might as well go to Dallas and be a care rep.
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It's just a part of my job. actually its one of the easier calls i get every day. I just noticed it happening more latley.
I honestly believe it has to do more with customers in general thinking Misinformation instantly gets them credit.
By the way, Customers That is not allways the case.
I have a few friends in sales and they see it happen some times. They say the same thing you do about other locations. and to be fair Care reps not giving proper info and the customer coming into thier store angry.
I honestly believe it has to do more with customers in general thinking Misinformation instantly gets them credit.
By the way, Customers That is not allways the case.
I have a few friends in sales and they see it happen some times. They say the same thing you do about other locations. and to be fair Care reps not giving proper info and the customer coming into thier store angry.
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Personally I go through the CSS with EVERY customer that I deal with. But I can tell you that not one of my co-workers do... They claim that it is the customers' responsibility to read the CSS... I personally would rather take the extra 10 minutes to go over that and show them the basics of the phone.
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Oh yeah to add to that, I also have the customer initial every little extra charge on their bills, meaning any features or activation fee. So I like to cover myself fully... Not everyone here is as thorough.
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Don't we have to have them initial next to their features? I mean, there's a column for customer intials...
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I do it anyway... I don't like to leave anything to chance... I don't like getting in trouble. đ¤ I do it to play it safe. đ
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jramossteel said:
I do it anyway... I don't like to leave anything to chance... I don't like getting in trouble. đ¤ I do it to play it safe. đ
Measure twice, cut once--you are wise, young grasshopper! đ
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Jax said:
for care reps: How many times a day do you get " no one ever told me about billing in advance" and "no one ever told me about the activation fee"?
EVERY DAMN CALL!!! đŗ
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every single one of my customers know. i give them a CSS and go over all 4 pages with them. they have NO excuse đ
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Hrrmm.. i dont know, it seems ive been getting less of these calls recently (im in the north central region) maybe you agents are doing a better job at this đ
The majority of calls like this seem to come from people who migrated and where not told about the migration fee (and i find that these are usually done by blue reps)
Good Job Agents! đ
The majority of calls like this seem to come from people who migrated and where not told about the migration fee (and i find that these are usually done by blue reps)
Good Job Agents! đ
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scapegoat said:
Hrrmm.. i dont know, it seems ive been getting less of these calls recently (im in the north central region) maybe you agents are doing a better job at this đ
The majority of calls like this seem to come from people who migrated and where not told about the migration fee (and i find that these are usually done by blue reps)
Good Job Agents! đ
Its not the fact blue reps don't tell them i know( I AM ONE), the problem is that blue customers have in their heads, like DNA, to only hear, what they want to hear, and then act surprised, and then expect a credit, we tell them its not a migration fee, its equipment upgrade fee, which att had for like 18 months before the merger!!!
They ...
(continues)
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I tell each and every customer.
We are a former blue agent. I still just don't understand why they bill in advance if it causes so many problems? You'd think someone with half a freakin brain would think... Hey.. we get A WHOLE LOT OF calls each day concerning advanced billing.. Lets change it. If someone could explain to me why then maybe I'd think alittle different about it.
We are a former blue agent. I still just don't understand why they bill in advance if it causes so many problems? You'd think someone with half a freakin brain would think... Hey.. we get A WHOLE LOT OF calls each day concerning advanced billing.. Lets change it. If someone could explain to me why then maybe I'd think alittle different about it.
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Floyd said:
I tell each and every customer.
We are a former blue agent. I still just don't understand why they bill in advance if it causes so many problems? You'd think someone with half a freakin brain would think... Hey.. we get A WHOLE LOT OF calls each day concerning advanced billing.. Lets change it. If someone could explain to me why then maybe I'd think alittle different about it.
All I gotta say is that it's a very nice "wow" feature that we post bill--explaining to a new customer who has a little sticker shock over the price of the phone that the first bill won't be due for about two months makes them VERY happy. It's like that 18.00 upgrade fee Cingular charges-yeah, TMo charges one too,...
(continues)
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Well you do know that Blue customers who migrate and are on arrears billing stay on arrears billing when they migrate. This makes things a bit easier.
But most cell companys bill in advance, i dont think this will change, most customers as well too, if you tell them they will get a month and a half on there first months bill have no problem with it.
But most cell companys bill in advance, i dont think this will change, most customers as well too, if you tell them they will get a month and a half on there first months bill have no problem with it.
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Yeah I realize this. But it still doesn't answer my question on... WHY do companies do this if it pisses people off? There are agents and ONLINE sales that dont explain this to the customer and creates a "Negative customer experience"
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Floyd said:
Yeah I realize this. But it still doesn't answer my question on... WHY do companies do this if it pisses people off? There are agents and ONLINE sales that dont explain this to the customer and creates a "Negative customer experience"
I agree. SprintPCS bills in advance, and it made for some very ticked customers. I always hated getting one of those calls. đĸ
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Floyd said:
Yeah I realize this. But it still doesn't answer my question on... WHY do companies do this if it pisses people off? There are agents and ONLINE sales that dont explain this to the customer and creates a "Negative customer experience"
Listen, you can only dumb it down so far.Next thin you know they will say,why do i have alte fee,listen no company is perfect, and they aren't just change the billing system.
Personally, if you get a reasonable person who you take the time to explain it to they its fine, its the ones who don't understand don't undestand the basics, and you may wanna suggest pre-apid to them as an option.
No bills to worry about.
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NOBODY leaves my store without being told about advanced billing and activation fees...EVERY customer is told verbally and there is also a CSS attached to their contract copy.
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