Customer Care
This is for the customer's out there, and I want your honest opinion. I don't for the life of me understand why it is that it seems for every little problem that you run into, you have to call customer care. Then, when we tell you yes, you broke your phone and no, we are not going to give you a new one for free, you think that by asking for a supervisor, or calling back in that someone will give it to you. Keep in mind, we do back each other up, and when one says no, almost all will. Or when you go over your minutes, and you want a credit, that somehow it is our fault that you couldn't just use a simple #646# to check your minutes throughout the month? Is it really that hard to do that??? Honestly, why can't you just be an adult and si...
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You are in the wrong job.
You should also look into using the spell check feature on here.
You are in the wrong job.
You should also look into using the spell check feature on here.
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It's not just your customers, trust me, its accross the board, here at VZW we have the exact same things, its just that the average American consumer is spoiled rotten, and think that we OWE them everything just beacuse they do what they are SUPPOSED to do and pay their bill on time. Just let it go, have a drink and relax, its not worth getting worked up over.
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Can I ask you a question? If you didn't work for Verizon, or any other cell phone provider, and you are a regular customer just like us, wouldn't you be angry and want to receive something if it was the service provider's fault? Tell the truth. I think you are included in that Average American count, so don't lie! You are a customer first, before you a Verizon worker. Even people that work for those companies get mad at the companies that they are using, and want a free-by!
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Well, I work for Qwest (insert various derogatory comments here) and I understand the frustration that some CSR agents have.
I myself have T-Mo for my only phone, and I can say that it's honestly all about karma. I've called in and b****ed out cust care because I've been screwed on the AutoPay feature, and I have definitely asked for quite a few things.
However, there comes a point when some customers go above and beyond reality. They rack up $50, $75, $100 in overages every other month and think we should credit them for half of it, every single time. Sound inane to you? Certainly does to me.
I myself have T-Mo for my only phone, and I can say that it's honestly all about karma. I've called in and b****ed out cust care because I've been screwed on the AutoPay feature, and I have definitely asked for quite a few things.
However, there comes a point when some customers go above and beyond reality. They rack up $50, $75, $100 in overages every other month and think we should credit them for half of it, every single time. Sound inane to you? Certainly does to me.
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I can understand your frustration on that part about customers raking up overages and wanting them credited, but for the customers that call in, not in regards to overages, and just want to be credited for the network issues, or other problems, should be credited. Sometimes its not all about the average American wanting free-by's, its about getting the quality service that you are paying for, and expecting it to work when you need it. Now, back to the customers that complain about the overages that some do rank up, I wouldn't excuse that. IMO, they need a bigger rate plan so they will be covered then.
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Do you work in wireless??? Do you know how many customers call in with whats classified as a "legitimate" complaint??? ex. (Billing issue, system outage, rate plan error) Only 18%!!! Most calls are about customer made mistakes; not company ones. This is true accross the board. Not just with T-Mobile. And people wonder why hold time is high. 😕
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No, I don't work in wireless. I have wondered why T-Mobile cust. care lines have been busy for so long.
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I feel for the cust care reps, I also used to be a Qwest employee (oh what fun). However, being a tmo customer for 3 years I do feel they do owe me a bit for the C332 fiasco! I went through 7 replacement in 10 months then got stuck with a far inferior product just because I couldn't take the unreliable C332 anymore.
I have learned the error of my ways and will no longer own a moto nor depend on Tmo to keep up with my handset needs.
But working in customer service for the last 15 years I do appreciate the friendly and great service I do get when I must call in.
They do have pretty good service reps, now if you use a mac be ready to wait for tech support LOL. 😁
I have learned the error of my ways and will no longer own a moto nor depend on Tmo to keep up with my handset needs.
But working in customer service for the last 15 years I do appreciate the friendly and great service I do get when I must call in.
They do have pretty good service reps, now if you use a mac be ready to wait for tech support LOL. 😁
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~laughing~.. I have to say this whole thread made me laugh this morning. Thank you for that.
Yes, people have been calling in lately and complaining about the hold time. Rather then addressing whatever their issue is right off the bat, they would take the first two to three minutes of the call to whine about the hold time. I try to explain we here at Customer Care give each customer as much individual attention as they require and I will spend as much time as needed to resolve whatever you are calling about as I gave to the person who I spoke to before you.
That usually shuts them up. ~giggling~
Wishing you a terrific day, 'cause today is my Friday (wahoo!)
Snow.
Yes, people have been calling in lately and complaining about the hold time. Rather then addressing whatever their issue is right off the bat, they would take the first two to three minutes of the call to whine about the hold time. I try to explain we here at Customer Care give each customer as much individual attention as they require and I will spend as much time as needed to resolve whatever you are calling about as I gave to the person who I spoke to before you.
That usually shuts them up. ~giggling~
Wishing you a terrific day, 'cause today is my Friday (wahoo!)
Snow.
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As someone whose Friday won't be occurring for a couple of days yet, let me be the first to say "pblt!!" to you! 😛
Yeah, I just love the "hold time is too long, let me vent for an hour about it..." bunch. Gee, think that maybe you aren't the ONLY person with a longwinded opinion about things the care reps can do absolutely NOTHING about? How much control do they think we have over customers calling in, anyway? 🙄
And we do credit people for our errors and problems, we aren't here to give irresponsible dorks constant credits to enable their lame behaviors. Pay your bill on time, review your bill for accuracy every month when you get it, check your minutes regularly, accept that occasional dropped calls and static are inevita...
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Yeah, I just love the "hold time is too long, let me vent for an hour about it..." bunch. Gee, think that maybe you aren't the ONLY person with a longwinded opinion about things the care reps can do absolutely NOTHING about? How much control do they think we have over customers calling in, anyway? 🙄
And we do credit people for our errors and problems, we aren't here to give irresponsible dorks constant credits to enable their lame behaviors. Pay your bill on time, review your bill for accuracy every month when you get it, check your minutes regularly, accept that occasional dropped calls and static are inevita...
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You're welcome... I'll be here all week, try the chicken and don't forget to tip your waitress! 🤣
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Naw, that's Bizkitsngravy who has the amazing phone eatin' basset hound... 🤣 Wonder if she's still chomping? 😉
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I know you can't do anything directly about the hold times, but when I first signed with T-Mobile, I would never be on hold long enough to hear the music. It would say, "Thank you for calling, all of our represen...Hello, thanks for calling T-Mobile, I'm xxxx, how can I help you?"
In recent months when I call in, regardless of time, I am waiting 20, 30+ minutes. I don't mind waiting a reasonable amount of time, but 20 to 30 minutes is pushing it. The customers tell you because they probably think you can tell your manager that people are stating that wait times are too long, and he will hire more people to fix the problem.
If T-Mobile prides themselves on customer service, I think they should take these comments seriously if they want to k...
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In recent months when I call in, regardless of time, I am waiting 20, 30+ minutes. I don't mind waiting a reasonable amount of time, but 20 to 30 minutes is pushing it. The customers tell you because they probably think you can tell your manager that people are stating that wait times are too long, and he will hire more people to fix the problem.
If T-Mobile prides themselves on customer service, I think they should take these comments seriously if they want to k...
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Trust me, there is absolutely NOTHING about hold times that call centers DON'T know! There's this thing called a "service level" which is the percentage of calls answered within a given length of time which is a critical metric driving how the center as a whole is judged by management. We have big whiteboards and TV screens up in the centers that tell us our stats and how many people are in queue, and how long the average call has been waiting--we absolutely don't need to hear it from every blinking customer! WE KNOW, OKAY? As for just blithely hiring more people, our center alone has been turning out agents as fast as possible, with up to four training classes of at least 20 people each going at once, but it takes seven weeks total for a...
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Guess what Cochese...we have mentioned to our managers and their managers and their managers managers...WE FREAKING KNOW!!!
My call center has 6 training classes right now with 16 reps in each, we have a job fair once a week to get more reps hired.
But guess what...you have to hire people who will work well in their intended positions.
If you hire a bunch of mo-rons who can't tie their shoes then the customer service will suffer which will drive up call volume which will get you customers b!tchin again that the freaking hold times are too long.
Quite your complaining and use the self help options that we give instead of bothering us so damn much!!!!!!!!!!!!!!!!!!!!!!!!
My call center has 6 training classes right now with 16 reps in each, we have a job fair once a week to get more reps hired.
But guess what...you have to hire people who will work well in their intended positions.
If you hire a bunch of mo-rons who can't tie their shoes then the customer service will suffer which will drive up call volume which will get you customers b!tchin again that the freaking hold times are too long.
Quite your complaining and use the self help options that we give instead of bothering us so damn much!!!!!!!!!!!!!!!!!!!!!!!!
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Just for the record, I always pay my bill on time, missed it once, but I didn't call to complain, I paid it and hit myself up side the head. I have only called once to make a complaint and it wasn't for the hold time. It was because the T-Mobile store refused to sell me the phone I wanted to buy because I wasn't a new customer, but an existing customer, hence I wasn't deserving of the new high end phone that was reserved for new service activations. Of course I didn't take it out on customer service. Wait a minute, yes I did. But she was real nice about it and still worked with me. What can I say, customers will take it out on customer service because you are the only outlet we have to communicate with the company when something seems ...
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The thing is that the aggro really isn't necessary, and is usually counterproductive. Care reps for TMo are VERY empowered to make things happen and we have a mandate to do whatever we can to help out a customer with a legitimate concern. If you've had to interrupt a customer's enraged shouting match with himself to inform him that the thing he's asking for is totally within reason and we're going to do it as I have you'd be calling for a little more reason and a lot less shouting, too! All I'm saying is that it's a bad idea to go into any human interaction expecting the worst, because that's the best way to make sure it will be... 😉
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It's human nature to get agro with CS. Sorry, but you have to admit in the US, customer service as a whole hasn't been great for over 20 years. So even though T-Mo is pretty good in customer service, people won't know that going in and will think that getting mean and laying down the law is the only way to get good service anymore. Sorry you guys get the brunt of that, but it's the new US culture. And I do get agro, but I promise I never yell or shout. I try to at least be polite when I am upset. But either way, I still apologize in advance if I get too agro. 🙂
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No, it's not "human nature," it's a perception which has been fostered by a combination of admittedly bad customer service on one side, but has also been driven by the perception, which is rife throughout the US, that violence, shouting, abuse and overly aggressive behavior are okay, and indeed rather admirable. Ask our neighbors to the north who are constantly amazed at the incredible rudeness and sense of entitlement exhibited by the average American customer--Canadians don't tend to act that way because their society doesn't reward them for being butt nuggets.
All I'm saying is that as a parent and grandparent I am remarkably immune to tantrums and I will not give in to them, so as I stated up front, being aggro is counterproductive. ...
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All I'm saying is that as a parent and grandparent I am remarkably immune to tantrums and I will not give in to them, so as I stated up front, being aggro is counterproductive. ...
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I think we are pretty much on the same sheet of music on this. They only thing we are disagreeing on is human nature. I can live with that. 🙂
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I have always said that our customers are "Adult Sized Toddlers". What makes you think that you can drop your phone in a toilet, throw it at someone, have you dog chew it up, and we have to give you a brand new one for free? Do you not understand that this is a business not a charity? Can you stroll into Best Buy after dropping your TV down a flight of stairs and get a new one for free? NO!!! Why do you think its different here? Because you pay a monthly bill? If there is a legitimate problem, we are always glad to go above and beyond for any of our customers. But some of you are just plain rediculous.
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Not to mention the ones who go waaay over their minutes and call up accusing us of doing it to them, or the ones who change their rate plan on the web site without bothering to read what the plan actually includes and then expect us to save them from their own mistake... yada yada yada... 🙄
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*Sing the following to that rolling stones song 'Paint it black'
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Sounds to me that what you're complaining about is not so much as to why the cust is calling or what they want, but their attitude and behavior when they do call.
I have called for most of the reasons you mentioned, but I make a point to be nice to the CSR since it's not their fault, and because you always get more when you are calm about things.
However, the attitude you are getting will never change. It's just the way certain human beings are, and if it really bothers you, you need to look at another occupation.
But don't get me started on the 10-20 minutes hold times for CS lately, or the infuriating inability with voicemail to speed up the playback or to be able to keep a message as "new" (like with the old system) so I don't h...
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I have called for most of the reasons you mentioned, but I make a point to be nice to the CSR since it's not their fault, and because you always get more when you are calm about things.
However, the attitude you are getting will never change. It's just the way certain human beings are, and if it really bothers you, you need to look at another occupation.
But don't get me started on the 10-20 minutes hold times for CS lately, or the infuriating inability with voicemail to speed up the playback or to be able to keep a message as "new" (like with the old system) so I don't h...
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