Call flow!
Hi people,
So i have a question....i recently called customer service for tmobile, i hadnt called in about two years, anywho, I noticed that the call had total lack of a pattern. The call didnt follow a perscribed path. Does tmobile have a call flow that reps should follow?
I am completely against call flows, but the reason i am wondering this is because i was working for sprint customer service, and i had to follow two pages worth of call flow. If anyone was caught not following they would announce that person on the intercom and ask why he/she did not follow the call flow. I remember i had to ask at the end of the call "If you were to be surveyed for customer satisfaction would you say i resolved your issue today".
And to state t...
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So i have a question....i recently called customer service for tmobile, i hadnt called in about two years, anywho, I noticed that the call had total lack of a pattern. The call didnt follow a perscribed path. Does tmobile have a call flow that reps should follow?
I am completely against call flows, but the reason i am wondering this is because i was working for sprint customer service, and i had to follow two pages worth of call flow. If anyone was caught not following they would announce that person on the intercom and ask why he/she did not follow the call flow. I remember i had to ask at the end of the call "If you were to be surveyed for customer satisfaction would you say i resolved your issue today".
And to state t...
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Its because the upper leadership really cares about customers. They do things to specifically delite customers. There isn't a call flow to follow. They teach you take care of the customers while balancing work> share holders. Its a good deal.
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I am a CSR at a call center for T-Mobile and I must say that they drive being anything but courteous is unacceptable.. We do not have a call flow and are free to approach the call with what we personally think would benefit the customer best.. its difficult when you get those people who dont want to talk when you ask them how their day is going and things of that nature but it really gives you a lot of freedom to say what you want as long as its respectful of that customers situation.. and the people there REALLY do care about the customer, I have to say I was taken aback when I started there because I was never used to such a positive caring environment.. of course everything is within reason, like say you have never paid your bill in full ...
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