NBI accounts
I've said this before, and I'll say it again.I HATE NBI accounts. Why does cingular think it is a great idea to not let us help customers that need dyer help. Why is it that when I call a department that is supposed to be able to help me help the customer with the NBI account they dont' know how to do it and transfer you to a department that also doesn't know how to do it and you end up in an endless loop of transfers. Then it makes me look bad, the company look bad. These are the customers that leave to go to other companies. I know they make the argument that companies don't want to let their employees make changes, but most of the ones I deal with are small local companies with 1-5 phones. Why on earth wouldn't cingular allow a transfer o...
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NBI is buisness accounts correct? I was recently informed that cingular has a buisness sales team that sells to these locations. This team is responsible for maintaining this customers service and needs. Supposedly it would be stepping on their toes to address these customers issues for them. Especially if you were to generate a profit out of it.
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Crapbag said:
NBI is buisness accounts correct? I was recently informed that cingular has a buisness sales team that sells to these locations. This team is responsible for maintaining this customers service and needs. Supposedly it would be stepping on their toes to address these customers issues for them. Especially if you were to generate a profit out of it.
yep. but the problem is that most of the reps that set up these accounts don't follow up and don't make their selves availible to these customers. and a few in this area SEND customers to the store for sim changes ect... and then like the original poster said, we get sent in an endless loop...
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This may be true, but if a company comes into our store to activate phones in the company name, they are put into the NBI market. The buiness department never touched, nor will they ever touch them. What good is it if we can't handle the accounts that were set up by us. Are we supposed to push the customer off to the business department after the activation? This goes against everything we've been told to do for the past year....
Either give us access to handle NBI accounts or we WILL wash our hands of any customers that come into the stores that need help. (I'm in a corporate store)
Either give us access to handle NBI accounts or we WILL wash our hands of any customers that come into the stores that need help. (I'm in a corporate store)
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Chainsaw you could not have put that better and the worst part is i had people in yesterday that had an NBI account because they got like 2% off when there son went to some school.
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I hear ya! I get sooooo many calls in my dept regarding NBI accounts that I can't even open! And when I transfer them to the business dept they are clueless as to what to do and usually end up sending them back to us! 👿
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As a former BEUC rep (Business End User Care - aka - the people who are most likely to be taking NBI calls), I have to stick up for my bruthas & sistahs.
First of all, it's National Billing Instance, so there's no more markets. This may make things a bit tougher (at least initially) from a store perspective, but in the long run and for departments that deal nationally, it is essential. More importantly, it allows some of the largest business accounts that are still on Blue (who operate in multiple markets) to migrate, and makes it possible to have family plans across multiple markets. It's not just something that Business Care deals with, but as of now, most customers that are in NBI are Business (either IRU FAN accounts or CRU accoun...
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First of all, it's National Billing Instance, so there's no more markets. This may make things a bit tougher (at least initially) from a store perspective, but in the long run and for departments that deal nationally, it is essential. More importantly, it allows some of the largest business accounts that are still on Blue (who operate in multiple markets) to migrate, and makes it possible to have family plans across multiple markets. It's not just something that Business Care deals with, but as of now, most customers that are in NBI are Business (either IRU FAN accounts or CRU accoun...
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I totally understand why large businesses would want NBI status but I have lots of customers who have 1-4 phones they use for their family and really want instore service. But because their account was moved to NBI(sometimes without them even requesting or knowing) We come accross as offering poor service to our customers. I also think it is ridiculous that you can't move out of NBI. That policy NEEDS to change.
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That's part of the problem: it's NOT a policy issue, it's a system issue. Numbers that are placed in NBI CANNOT be taken out, regardless of whatever anyone tries to do. I'm sure there are back-end IT teams that can do it, but that would about as possible as getting an expired rate plan. In other words, not possible for any store rep, floor rep or even supervisor.
Putting a customer in NBI should not change anything about their account.
Putting a customer in NBI should not change anything about their account.
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