store reps
I am so tired of store reps telling customers lies just so they can make a sale..Then when the customer go back to the store that rep acts like they didn't do anything wrong, whenever they are just adding things to customers accts. adding phones. Then that store rep calls us and yells and demands things like they are not wrong...Just so tired of it.
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It works both ways. I work in a store and at times work with customers that have had poor experiences from customer care and come into the store to resolve. In order to make our company successful for our CUSTOMERS and shareholders all facets of the organization must work TOGETHER rather than blame each other. If you can't do that maybe you're in the wrong line of work. Be part of the solution...not part of the problem.
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It definitely works both ways. There was definitely customers that came into my stores where CS reps misinformed them. And I am sure there are times where retail reps misinform customers. Some are honest mistakes, because they were not trained properly or did not take the initiative to train themselves. Some got trained and did not take in the training very well. And there are a minimal few that did misinform to get the sale.
With that being said, our retail leaders just attended a training summit in KC titled, "Red Carpet Treatment in Retail". It should be rolled to the rest of us retail folk within the next week or two. I believe there will be a shift of focus coming in our company from Sales to Customer Satisfaction. I'm expect...
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With that being said, our retail leaders just attended a training summit in KC titled, "Red Carpet Treatment in Retail". It should be rolled to the rest of us retail folk within the next week or two. I believe there will be a shift of focus coming in our company from Sales to Customer Satisfaction. I'm expect...
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Yes it def. is being switched to more cust. service. I think a lot of the misc. from the rep to the customer is that we try to explain to them 100x's what the deal is; and after they dont want to hear it from us or believe us we say (well you can try calling care to see if they can do anything for you). Also, I get about 3 customer a day w/ mis-information from care... it def. goes both ways trust me.. I've worked here for 4 years.
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I know it works both ways but we have to deal with it all day long..Its not so much retail stores..Its more indirect than anything..
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It's the same thing with indirect. You can't judge us all by the few who make mistakes. I have people in every day from either corporate stores or CC. No one is perfect. Everyone makes mistakes. We just have to be there for the customer when they call/come in. I may not be employed by Sprint, but think of me as a cousin. I care about my Sprint customers as much as any one employed by Sprint.
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yeah the worst thing for the company is having people like you making accusations against other divisions of the company. This is the main reason for our poor customer service.
I work in a corporate service and repair store, and i've had situations hundreds of times where customer service reps have told customers we replace phone for free if the phone is less than a year old. Or that the customer has TEP and doesnt. It goes both ways so stop bringing this up in a public forum where it hurts the company even more.
I work in a corporate service and repair store, and i've had situations hundreds of times where customer service reps have told customers we replace phone for free if the phone is less than a year old. Or that the customer has TEP and doesnt. It goes both ways so stop bringing this up in a public forum where it hurts the company even more.
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As a corporate retail member of management it is our duty as representatives of Sprint to create a positive experience for our customers 1 at a time. It does not matter if you work for corporate care, third party care, direct retail or indirect retail, you are the face or voice of Sprint to the customers.
Public forums are not the place or time to vent your specific frustrations. We all have them, its up to YOU to choose how YOU want to deal with the situation. As a stock holder and a member of your team I would hope you chose to make things better for our customers!!!
Public forums are not the place or time to vent your specific frustrations. We all have them, its up to YOU to choose how YOU want to deal with the situation. As a stock holder and a member of your team I would hope you chose to make things better for our customers!!!
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HAAAA Alol so true ive worked a sprint ke-ops
and a sprint store honestly its some of the people thats working there have u ever heard the saying one bad apple spoils the rest... well yaaa in this case its true when i worked at the keops the other 3 guys were doing a ok job than a totall looser got hired started slaking off reall bad than the other guys followed no ones problems got fixed and in a few months they closed the ke-ops now i work for customer care call center and once again theres good ppl and than theres bad but i can honesltly say the ratio is problay 10.5-4 yaaa its that bad i dunno theree just not hiring good ppl and i do feel very bad for customers that have to be bounced around hundreds of times just to get there stupid ...
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and a sprint store honestly its some of the people thats working there have u ever heard the saying one bad apple spoils the rest... well yaaa in this case its true when i worked at the keops the other 3 guys were doing a ok job than a totall looser got hired started slaking off reall bad than the other guys followed no ones problems got fixed and in a few months they closed the ke-ops now i work for customer care call center and once again theres good ppl and than theres bad but i can honesltly say the ratio is problay 10.5-4 yaaa its that bad i dunno theree just not hiring good ppl and i do feel very bad for customers that have to be bounced around hundreds of times just to get there stupid ...
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Yes ...Yes ....Yes.... 😲
Sprint is on the up and up
The Red carpet treatment has already given reps the ability to handle customer care issues for billing in the store. Thank God for Dan Hesse. Now there is a way for reps to credit legitamite claims made by customers about billing issues that were directed to Care before. This is to keep Customer care from handling all of these problems especially if it came from a retail store in the first place. No more bail outs by customer care. I work in retail and it feels good to be able to assist the customer right then and there. 😁
Sprint is on the up and up
The Red carpet treatment has already given reps the ability to handle customer care issues for billing in the store. Thank God for Dan Hesse. Now there is a way for reps to credit legitamite claims made by customers about billing issues that were directed to Care before. This is to keep Customer care from handling all of these problems especially if it came from a retail store in the first place. No more bail outs by customer care. I work in retail and it feels good to be able to assist the customer right then and there. 😁
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im tired of care reps sending custys into my store for stuff we cant do... especially when its stuff that they are supposed to do.
"my phone is broke customer care said bring it here..."
k well were not a repair center
"my bill is jacked up customer care said bring it here"
thats great but we dont deal with billing
i cant wait until the red carpet system is in place and we can handle billing issues and customer care can just go away... half my headache here is because customer care screwed something up and got tired of dealing with it so they send people here to yell at us...
"my phone is broke customer care said bring it here..."
k well were not a repair center
"my bill is jacked up customer care said bring it here"
thats great but we dont deal with billing
i cant wait until the red carpet system is in place and we can handle billing issues and customer care can just go away... half my headache here is because customer care screwed something up and got tired of dealing with it so they send people here to yell at us...
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All i can hope is that they take the time to train store reps to do two things, One is to set plans up CORRECTLY no realy about one in 4 calls i would get were because of a store rep screwing thigs up. The second thing that needs to be done is for store reps to take the time to NOTATE the account. As far as things are concerned if it is not notated it did not happen. Customers love this.
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you need to relax cust bullshit everyone to get a deal ... i know i did
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