relocations - For my fellow Cingular reps
Ok, I was thrown a curve a couple of days ago. I had a customer come in to relocate her service from my old market (West Texas) to my current North Texas market. So far so good. Before I called relo. I got her into the GSM Nation Plan, with a few verts, and sold her a Nokia 1100 (I know, but she was cheap!). Still no problem.
I call relocations and they move her service with no problem, however she told me that she was not elligible for a new handset and a discount with a 1 or 2 year agreement. Now, If all my training serves me correct (Timslo), aren't we suppose to treat them as if they are a new customer? I bet I have done 20 or so relos. in both of my markets (since Texas is a big state). I have never been told that they are NOT ALWAYS to be treated as so.
So I told the customer that she would have to keep her ****ty 1261. She was content with that. As the rep. looked for TDMA plans in my market, she discovered, which I already knew, that the Texas State Wide Plus plan expired July 1st. Since our GSM footprint is so good in Texas and no other TDMA plan was available, she went ahead and let me move her with a new phone at the free price on a two year contract.
So, does this vary from market to market? Was it the rep that did not have the correct information? Or, am I not fully informed? I guess I could call my account rep at the local RSO. Your thoughts are appreciated.
Will
I call relocations and they move her service with no problem, however she told me that she was not elligible for a new handset and a discount with a 1 or 2 year agreement. Now, If all my training serves me correct (Timslo), aren't we suppose to treat them as if they are a new customer? I bet I have done 20 or so relos. in both of my markets (since Texas is a big state). I have never been told that they are NOT ALWAYS to be treated as so.
So I told the customer that she would have to keep her ****ty 1261. She was content with that. As the rep. looked for TDMA plans in my market, she discovered, which I already knew, that the Texas State Wide Plus plan expired July 1st. Since our GSM footprint is so good in Texas and no other TDMA plan was available, she went ahead and let me move her with a new phone at the free price on a two year contract.
So, does this vary from market to market? Was it the rep that did not have the correct information? Or, am I not fully informed? I guess I could call my account rep at the local RSO. Your thoughts are appreciated.
Will
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I think you may have had a mistaken rep. Current relocation policy for any market is to migrate from tdma to gsm and offer new phone new contract. I think the rep realized her mistake and "went ahead and allowed it". The only time we would not offer a new phone is if they were on a gsm plan and had a gsm phone that would work in the customer's new market.
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