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AT&T Confirms Device Upgrade Fee Rising to $36

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Top message:  Ha by Tofuchong   Feb 10, 2012, 7:18 PM

Replying to:  Re: Ha by Beatertruck   Feb 11, 2012, 10:22 AM

Re: Ha

by T Bone    Feb 11, 2012, 12:30 PM

I last worked for at&t in August 2010, and it's possible they've become more strict since that time...

Did you work at a COR store or in customer service? Because what you are told to do depends on where in the company you work. COR store agents aren't authorized to waive the upgrade fee, or to give any credits, however customer service agents are authorized to waive or credit practically anything they want....

Store agents are expected to be 'hard asses' about policy, but customer service agents are told the exact opposite...

I think the reason they want store agents to be stricter is simply because the store agents can develop a personal relationship with a customer over time, if they are too lenient, the customer can take advantage.....

But customer service is different, a customer is never going to speak to a give agent more than once, so the risk of abuse is lowered...

at&t corporate told us that they aren't looking for customer service agents to be really aggressive about upholding the policy, but rather that they want us to 'negotiate' with customers are try to find a resolution that the customer will be happy with....indeed, we were told that if a call becomes escalated, i.e becomes a supervisor call. due to the agent refusing a credit which less than $50, that the agent should be disciplined....if it is a 'small' amount of money, small being defined as 'less than $50' and the customer is absolutely insistent about it, just give it to them and don't raise a fuss.

During my time in the at&t call center I saw some really stubborn agents, who allowed calls to become escalated by refusing to give a credit as small as $2 (the $2/MB data access charge)....and that is just dumb because ultimately a&t is actually losing money at that point because the cost of a long supervisor call is significantly greater than the charge that the customer is disputing.

And I think the '$50' number we were given is probably based on the cost of the phone call, to have someone there to take the call, so basically I think what they were getting at is that getting the customer off the line quickly by giving a 'small' credit is more cost effective than a long phone call arguing with the customer about why it can't be waived...

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