Sprint to Prorate ETFs, Improve Customer Service
Store reps are next
Ok, I work for Sprint, I am am replying to a store employee. You talk about what we do on the phone and how we hide behind our screens etc. I have to tell you, a lot of the reasons why people want to leave Sprint is because of store reps. Have you heard of Phantom Churn? That is when you open up a new line for people on their account and not tell them, so they have to call in pissed off and cancel that new line. All you care about is getting the sale, but you do not mention that they now have a new line, which changed their plan to a lines to chare, and gave them two contracts instead of just having one. This is a huge reason for churn. Also, store reps call up trying to cosch the customer to get what they want. How else do they know the nam...
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First of all you are very rediculous if you think the stores cause this!!!!!!! Your phantom add-a-lnes are coming from sprints telesales. we get these in the stores daily.. This happens when a customer contacts retensions and they want to get a upgrade on their phone and 3 days later a new phone with a new number shows up their doorstep and the customer comes in and asks"why does this phone have a different number than mine"?
Actually your mislead by your management cause I am connected to a reliable source and there has been alot of talk about shutting some of the "non" productive call centers down and focusing on makeing the larger ones better.. so dont go on here and play the blame game cause you guys piss off more people and sit...
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Actually your mislead by your management cause I am connected to a reliable source and there has been alot of talk about shutting some of the "non" productive call centers down and focusing on makeing the larger ones better.. so dont go on here and play the blame game cause you guys piss off more people and sit...
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I have to agree with both of you, really the problem comes from everywhere, stores and over the phone. There are way to many misinformed representatives out there.
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Its all about money!! Call centers make stores look bad and vice versa. its to gain customers but ends up hurting the company. if customer care would stick to fixing things like billing issues and adding attachables and leave the selling to the stores this would be less of a problem.
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I agree again. I would love to get more sales in my store rather than fixing telesales mistakes. 😉
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Honestly, I am a strong believer that over the phone reps should NOT be allowed to add lines, or activate phones. It's a horrible idea.
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Actually I believe that the store reps should only try to sell the phones. I also believe that only the technical reps should try to look at the phones and try to solve the phone problems with the customers and the sales reps not even try.
Call center reps are trained to activate the phones, explain the bills, do basic troubleshooting, upsell plans.
Major number one complaint from customer's is the store rep told me this......
Do you know how many times I have had store reps call in to get a special plan for the customer that does not exist? Try to get more lines approved for a customer that did not qualify? Get a customer's account reinstated when they did not pay a bill for over ten months.
I am very happy that Sprint has ...
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Call center reps are trained to activate the phones, explain the bills, do basic troubleshooting, upsell plans.
Major number one complaint from customer's is the store rep told me this......
Do you know how many times I have had store reps call in to get a special plan for the customer that does not exist? Try to get more lines approved for a customer that did not qualify? Get a customer's account reinstated when they did not pay a bill for over ten months.
I am very happy that Sprint has ...
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i agree with you and we would be very happy in customer care if you will not forget to inform the cust abt all the charges on the first bill such as the activation and proration charges...
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We see Phantom churn coming from the indirect sales division a lot as well. And This is with every carrier. All carriers, especially Sprint, need to weed out the corrupt indirects out there who seem to cause a lot of the problems for everyone.
Its just unfortunate for Sprint that all there store, even direct, are pretty corrupt as well.
They are definately taking the right steps now on fixing this. They have a lot of work ahead of them though. good luck!
Its just unfortunate for Sprint that all there store, even direct, are pretty corrupt as well.
They are definately taking the right steps now on fixing this. They have a lot of work ahead of them though. good luck!
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YOU DON'T SPEAK FOR EVERYONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!I WORKED AS A RETAIL SALES REP AT A SPRINT CORPORATE STORE UNTILL QUITTING AND I CAN ASSURE YOU EVERY SALE I GOT WAS ETHICAL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!
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I know that happens too. I we cannot open a new line without telling the customer. I work in one of, if not the best, retention calls centers, and I see this a lot. I apologize about saying it was only you. Telesales does it a lot, but we cannot do that. Also please stop giving customers the retention number to get better deals. We cannot do that either. The thing is, Sprint has made a alot of mistakes, and we are finally trying to fix. I know you have a reliable source, but I actually work in a call center, and I am pretty reliable too.
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Why would your reps tell you that its possible you lose your job? of course they are going to sugar coat it to make you think you have job security. I dont work for direct sprint I am a select retailer with alot of access to our market. What happens here doesnt mean it will happen everywhere. You could be right about the corporate stores becaue that happened in my town a year and a half ago. I will say I have dealt with some good call centers but the majority are a pain in the butt.
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Same thing happened to me. Got me really pissed off. that was almost 2 years ago and I still have some dicks trying to tell me I owe them $430 for an a920 because I bought it and cancelled my contract. Well, I'm cancelling my contract now, I think. Been with Sprint for 6 years. for 5 of those years I know people HATED dealing with CUSTOMER SERVICE because the people generally don't speak english worth a pinch of hog-crap. It really took this long to start trying to fix things? Really?
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Haha.... I love it when people say they work for Sprint but actually are just third party contractors who take our calls! You do not work for Sprint you loosers. I have seen what you call center people look like... you are all F- credit score individuals who have to pay your bills via money order. Sprint pays you pennies on the dollar to do our dirty work. The only mistake Sprint has done was higher low lives to take our calls
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I would be refering to "TELEPERFORMANCE" that is the name of one in paticular call center that we have problmes with. Although, all of the call centers are pretty close in the "smarts level". Which the level is very low
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You really shouldn't talk to anyone like that, let alone some random people on a forum. This is just a discussion and there's no reason to disrespect others. I'm sure you can find it in yourself to be respectful and considerate while participating in this debate. If you can't, then you really show your maturity level. Grow up.
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👿 👿
those type of people are supposed to be the target of the terrorist.. 👿 👿
i believe that one day or another he will learn to respect other person/culture..and i have a feeling that he will learn it the hard way... 🤣 🤣
those type of people are supposed to be the target of the terrorist.. 👿 👿
i believe that one day or another he will learn to respect other person/culture..and i have a feeling that he will learn it the hard way... 🤣 🤣
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OK, I have a HUGE problem with you already, mister hide behind a screen.
I have NEVER signed someone up for a phone, but your bloody call reps have signed me up for a phone without permission, and you guys have done that to my friend TOO. I'm a dealer for sprint, t-mobile, and alltel, and you've got the lousiest reps of them all: i know because i have to call you guys at least three times a week.
so, get your facts straight.
I have NEVER signed someone up for a phone, but your bloody call reps have signed me up for a phone without permission, and you guys have done that to my friend TOO. I'm a dealer for sprint, t-mobile, and alltel, and you've got the lousiest reps of them all: i know because i have to call you guys at least three times a week.
so, get your facts straight.
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...Well buddy not all centers are like that. Sprint Employees are a reason why Sprints profits are going downhill...taking Flat Rate Pricing from Advantage accounts is the best Sprint has done in my personal opinion, Sprint deals with alot of Employee Fraud and also business fraud. I HATE those idiots calling in from Atalanta, Houston, Philadelphia, Brooklyn, Oakland, Detroit, St Louis, New orleans etc calling in to set up "Business Accounts" with nothing but Treos, Moguls, Touch, etc and all think they can bill them to the account. The thing is, some other poor guys Tax ID have been stolen and he gets a bill from Sprint for $7,000+
They sell em in the streets for a profit, i hate those guys so much. ALOT of them dont even know how to spell...
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They sell em in the streets for a profit, i hate those guys so much. ALOT of them dont even know how to spell...
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All you Sprint employees popping of here would be well advised to keep your opinions of the company policies and day to day operations to yourselves.
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Nothing can happen...its just personal opinions ya know im not giving out the CEO's address or phone number. Just personal opinions man 😉
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You keep thinking that..lol
Not coming down on you, but conduct yourself like a normal human being
Not coming down on you, but conduct yourself like a normal human being
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Sprint support.... how about you write something intriguing and something supportive of sprint corporate employees instead of trying to act like a bossy pants. This is a blog site for opinions not a corporate site.
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This is not were we as Sprint employees should be addressing our issues with the company.
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...Phonescoop.com! 😛
jk well I honestly dont see anything wrong. Its just a forum, nothing more than that. 😉
jk well I honestly dont see anything wrong. Its just a forum, nothing more than that. 😉
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Boy howdy-- most store reps are clueless at my local store at least. But--what do you expect from entry-level workers/teens/chronicly unemployable otherwise... they've graduated from fast good onto cell phone stores.. sprints not immune to substandard typical lazy american workers..
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This forum is closed.
