I am so angry!!!
I had a quick question for a csr, Can you guys do a handset upgrade for a customer without extending the contract? because to my knowledge, the upgrade pilocy was to get new customer pricing on a renewal of the contract. I just lost two sales because cc rep said she could send this customer 2 new C-225's for 19.99 a piece and NO CONTRACT EXTENTION!!!! I am so irate right now. 😈 😈 please advise thank you in advance
...
Yes, it is possible. Through our direct/corporate (what ever you want to call it). If the customer meets eligibility requirements to get "same as new" pricing, if a certain model of handset doesn't have an available rebate, we can offer it with no contract extention for the same price. However, this does count as their "same as new" upgrade, and resets the counter to 11 months again before the same pricing can be offered again.
...
EXACTLY!! Thank you guitar man!! i don't get it, it's loss of inventory and loss of customer if they cancel. Does T-Mobile charge them for it if they deact? either way I don't understand 🙄
...
i'm not t-bashing, I love T-mobile, I just hate when I get screwed out of a sale 😉
...
They should make the customer sign another contract just to protect themselves.
...
I feel for ya. What I don't understand is why you WOULDN'T get a contract out of that particular customer!!?? I never push non-contract price unless I can honestly say the customer is in dire need of a helping hand. It is our job in customer care to balance CEO. In my eyes, getting that contract extension is the first thing on my mind when I hear a customer asking for an upgrade. It makes no sense NOT to get the customer to agree to a contract when you have the option to do so. Not that we want to hold our customers "hostage", but keeping them in a contract usually makes it better for all parties. This is definitely something I pride myself in. All of my new hires are pushed to get that contract rather than give up the phone without. 😉...
(continues)
(continues)
...
