How are we doing and what could we do better?
We are a year into the partnership between Cingular and RadioShack. How is it going for Cingular, especially the call center reps? What could we do to make it better for our customers?
I'm not interested in a bunch of posts from people who have nothing to add but sarcasm. I want to know what would make things better. I can directly affect my store and since I have a little influence in other stores maybe it can help them as well.
Please be specific and remember that we do not have access to many of the resources you have. The best we have is the CSP and it has very little that my Cingular rep does not cover with us.
I'm not interested in a bunch of posts from people who have nothing to add but sarcasm. I want to know what would make things better. I can directly affect my store and since I have a little influence in other stores maybe it can help them as well.
Please be specific and remember that we do not have access to many of the resources you have. The best we have is the CSP and it has very little that my Cingular rep does not cover with us.
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From what I have seen here, and we have a RS right accross the street from our mall is that training is key. I have to spend a lot of time "fixing" errors that where made by the Shack, errors that could of been avoided by proper training. It seems like the RS employees here are not discussing the CSS with customers and they are unhappy when they get a huge bill and not told what to expect. Also offer higher prices cause we can't compete with some of the deals you have 🙂
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Thanks for your input. My Cingular rep and I are working on getting my people to explain the CSS more thouroughly. Training is a constant issue and is not a back burner thing with us. It takes from 3-12 months to get one of our people fully trained. Much re-training must occur because there are people who come to work for us who have misinformation before they start. We just offer so many product categories that it takes time to train properly.
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Let customers know about the upgrade fee when they upgrade cuz for some reason that gets left out of the conversation when that is something that is going 2 populate on the bill....and no we dont crdit upgrade fees its a fee everyone has to pay 🤨
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The best thing radioshack could do is sell more of those little remote control dogs and send customers that want cell phones to cell phone stores.
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Ahh, our first bit of sarcasm. I really want to know how to improve what we do. Not start a lot of mindless drivel from people who think they are being clever.
RadioShack is a cell phone store and we have the numbers to back it up. We give Cingular another 4000 points of presence. Contrary to your opinion we have a lot of people in our company with a lot of expertise in the industry. We have been chosen by consumer opinion polls as the most preferred consumer electronics retailer.
If Simply Marcus or someone like him reads this I am interested in what you think.
RadioShack is a cell phone store and we have the numbers to back it up. We give Cingular another 4000 points of presence. Contrary to your opinion we have a lot of people in our company with a lot of expertise in the industry. We have been chosen by consumer opinion polls as the most preferred consumer electronics retailer.
If Simply Marcus or someone like him reads this I am interested in what you think.
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lol I was just joking. I haven't really heard any complaints with the radioshack next door to us. The only thing that frustrates us is the pricing on phones. It is extremely difficult for us to take $100 off the phones we sell to try and match the shack pricing. But besides that I really don't have any complaints. We hear more problems from our own stores!
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It sounds like we all have a way to go. Even if we work for different retailers (WalMart excluded) we are only quasi competitors. The real competition is Verizon and T-Mobile. There are customers who will not buy from us just like there are customers who will not buy from another retailer. What we have in common is to get all of the can you hear me now crowd that we can raising the bar. At RadioShack we have an awesome opportunity to do this since we have millions of Verizon customers walking through our doors every day. Almost all of my store's new adds are Verizon ports. Verizon is making in easier for us with some of their "network improvements" which make them less formiddable.
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I personally enjoy having a radio shack near by. Their low pricing takes away all the customers i would rather not deal with. The location near me doesn't offer PDA or BB devices so I don't lose any high proffit activations to them. Go phones are the only thing they kill me on and once again. Take em!
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