Stupid reps
I work in CC and it pains me that when you get a call in which the customer is asking for credit and you tell them NO, they call back and the next rep doesnt just give them half, they credit the whole thing!!! I had a lady who fried her sim card and "was told" that she could get a new sim card for FREE. No notes supporting that of course...why??? B/c it doesnt even make sense...there was no VIP offer. The customer then gets gets upset with me b/c I asked her if she had her "device"---yeah I said "device" she said to me "I know we are annoying each other right now (And I was very annoyed I admit) but your trying to annoy me by saying device and not phone!" I cant believe she said that to me, I told her that she was thinking about the situatio...
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Me too, I had a rep tell a cust that she would send the cust a sim and send it for free at that. Becasue he BURNED the sim by "playing" with it and the security and PUK codes... I told him to buy one, your fault your cost.
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drives me crazy...I had an escalation last week and my supe got on the phone and told the person that we would give half, we did that and then the person called back and got the other half credited by some rep with no brain. I think part of the reason is repeat calls. Reps dont want them so they give the customers what they want. I think that we should have a system so that we can report reps like that. Enough of me ranting lol.
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Wow, that easy to get a free SIM, huh? I had one burned by a rep when we lost the phone. We were trying to change service to an old Nokia and all 3 reps I talked to didn't think the SIM would be burned by doing that. After a while on the phone with them (we found the phone, and was trying to get it turned back on) and talking to tech, they figured it was burned and told me to go buy a new one. I said y'all did it, you didn't even know it was going to burn it, why should I have to pay for it? Honestly, I don't think they ever gave in. When I went to the store though, the girl (I've known her for a while) gave it to me free, after telling her what happened.
The second time I got a free one, it was easier. While activating a phone, th...
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The second time I got a free one, it was easier. While activating a phone, th...
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Was that stuff done on over the phone? It was nice of the girl to do that for you, and don't forget she didn't make a dime off it. I hope you remember to bring her a box of holiday meats. 😁
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Was what stuff done over the phone? The activation? Yes, it was. And yes, it was nice of them. The second time, I told them that I can pay for it, since Cingular's going to pay me back, to help their sales. She said they don't get sales on SIM cards. I said, ok, whatever, thanks, and left.
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Thats okay. She may have to drive to a few different stores to find one that will even honor that credit. I wouldn't and dont honor credits for things like that being an agent. I have to send them to the corporate store anyhow. Maybe it will help to know that she may have some touble getting it.
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Sims are free at my store! (IF DEFECTIVE) PUK kills and damage replacements are $20 I hate some of the reps too! the whole orange/blue thing is a fiasco! Its been more than 6months and some of these blue guys still can't get their stuff straight! Telling customers that upgrades are FREE or that we give BONUS MINUTES for free.. we are NOT At&t, we don't do those things!
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a99tandem said:
Sims are free at my store! (IF DEFECTIVE) PUK kills and damage replacements are $20 I hate some of the reps too! the whole orange/blue thing is a fiasco! Its been more than 6months and some of these blue guys still can't get their stuff straight! Telling customers that upgrades are FREE or that we give BONUS MINUTES for free.. we are NOT At&t, we don't do those things!
Ever think that the cust is just saying that the rep said that???? Cust do lie from time to time you know. I'm not saying that no blue rep has told a cust that. But I find it hard to believe that reps are telling cust that on a often basis if at all anymore.
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Lets avoid the generalization with the "blue guys".
I never tell customer they can get a free upgrade unless I do it myself and I have tangible proof they can actually acquire it. And because Im in care, the probability of offering the customer a free phone through our tools we use, is basically slim to none.
Its shocking but I suppose you're right, on the former AWS side when it comes to proticol and procedure its not really followed. We gave customers anything they asked for.
However, there ARE some reps that do they're job, regardless if the customer puts up a fuss about it. Also be aware too that some customers might be blowing smoke up your rear just to see what they can actually get.
I never tell customer they can get a free upgrade unless I do it myself and I have tangible proof they can actually acquire it. And because Im in care, the probability of offering the customer a free phone through our tools we use, is basically slim to none.
Its shocking but I suppose you're right, on the former AWS side when it comes to proticol and procedure its not really followed. We gave customers anything they asked for.
However, there ARE some reps that do they're job, regardless if the customer puts up a fuss about it. Also be aware too that some customers might be blowing smoke up your rear just to see what they can actually get.
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