UGH!! Communicate
Okay... I don't get it.
Guy comes in yadda yadda yadda free 6061 on line. So we talk him up about the reasons for doing an UPG in the store instead of on-line and told him we would even cut the price in half. The guy is stoked and leaves a happy Cingular customer.
Now he's coming in saying we did him wrong because he got a flier from Cingy saying he was eligible for a FREE 6061 with activation of a new line. My rep patiently explained that the offer was for a new activation not a UPG. So the guy is like "I called customer care and they said for me to bring back this phone and they'd send me a 6061 for FREE"
First, why would a cust care rep suggest this?!?!?! 🤨
K, back to the story, I intervene and apologize to the gu...
(continues)
Guy comes in yadda yadda yadda free 6061 on line. So we talk him up about the reasons for doing an UPG in the store instead of on-line and told him we would even cut the price in half. The guy is stoked and leaves a happy Cingular customer.
Now he's coming in saying we did him wrong because he got a flier from Cingy saying he was eligible for a FREE 6061 with activation of a new line. My rep patiently explained that the offer was for a new activation not a UPG. So the guy is like "I called customer care and they said for me to bring back this phone and they'd send me a 6061 for FREE"
First, why would a cust care rep suggest this?!?!?! 🤨
K, back to the story, I intervene and apologize to the gu...
(continues)
...
yep....I am not supprised by what happened. Cingular like any other company is looking at one thing....is this profitable? If they can get a customer and not pay a dealer or rep. commission, of course they would tell the customer to cancel and activate a new number. I'm so glad Cingular can speak with ONE voice to its perspective customers.....(being sarcastic)
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Why would customer service recommend the customer perform false churn? That is a BIG no no!
Classic case of one hand not knowing what the other hand was doing. It makes our job harder sometimes.
Great job at resolving the issue. The power of the credit.
Will
Classic case of one hand not knowing what the other hand was doing. It makes our job harder sometimes.
Great job at resolving the issue. The power of the credit.
Will
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We do these things because of an overzealous QA. One of my calls last week was graded a 0 by QA because I would not just give the customer back his international long distance charges without him agreeing to a international package add-on. From now on I'm giving customers whatever credits (or upgrades) they want without question.
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But that defeats what Cingular "supposedly" wants us to do.
Cingular doesn't want people getting UPGs unless they are profitable and how can you be profitable if you give the customer the house and car?!
There's not a right answer anymore. Everyone is trying to follow policy but when they do, their jobs become jeopradize or sales people lose commision... to cingular of all people.
Makes no sense 😕
Cingular doesn't want people getting UPGs unless they are profitable and how can you be profitable if you give the customer the house and car?!
There's not a right answer anymore. Everyone is trying to follow policy but when they do, their jobs become jeopradize or sales people lose commision... to cingular of all people.
Makes no sense 😕
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