Customer service, or lack thereof...........
I was just curious as to how many people have had horrible experiences with Sprint's customer service. I have only had Sprint service for 10 months and I dread having to call into CC because I know that I will have to call multiple times in order to check the status of my account to see if what I had changed or checked into was correct. I work for another carrier in their customer service department and if I had talked to my customers the way that I have been talked to, I would have been fired long ago. Thanks!
...
I too have had terrible customer service with Sprint. I work for Cingular now, and have my employee phone with them, however I have to pay for my long distance, although i have unlimited minutes. Because of this i decided to keep my sprint phone. When i call into there customer service i feel like im calling a bunch of high school students on a part time job. There not professional and there uneducated. I feel like there customer service is worse then what att wireless was when they were in business.
...
i have had cellular one verizon t-mob bell wireless and fido as well as sprint. i have also had sbc mci and sprint local. they all have horrible customer service. would you like to know why? because you are talking to some one over hte phone. in my own personal experiance when ever i have called in over the phone weather it is to sears, dish network, sally mae. all phone customer service is sub par. and also you never talk to the same person twice. if they make a mistake you can not go back to that person to have ti corrected. simple fact of telephone customer service.
you want real customer service go to the sprint store. and also get the reps card that does it. if something is not done right go back to that same rep and have them fix it...
(continues)
you want real customer service go to the sprint store. and also get the reps card that does it. if something is not done right go back to that same rep and have them fix it...
(continues)
...
Atcually with T-mobile and Sprint (two of the three carriers I sell) I have had nothing but great experiences every time I call in with questions or problems. Steve is right with customer service being sub-par in this world as can reps in stores be the same way. Thats why you have to find that rep in a store who you can just tell is different.
I make sure all my customers know im not just a regular rep and that I truly care about helping them with any problems. But recently many reps at Sprint and T-Mobile seem to be there to make a difference, some people just expect to much and get mad whent they dont get their way. No, the customer is not always right, just make them fell like they are.
I make sure all my customers know im not just a regular rep and that I truly care about helping them with any problems. But recently many reps at Sprint and T-Mobile seem to be there to make a difference, some people just expect to much and get mad whent they dont get their way. No, the customer is not always right, just make them fell like they are.
...
What bugs me is those reps that don't speak English very well. I swore one day that I was calling India! That girl must have said "OK" after EVERYTHING she asked me. It was most annoying. She claimed to put a credit on the account which never showed up. What a waste of my time that call was.
...
Take the GOOD dvice already given here. Get off the damn phone and haul your butt to the store. Form a relationship with a rep...bye him/her wine/beer/sandwiches...listen to what they say and take the advice.
...
I can not express my dis-satisifaction with Sprint customer serivce. I didn't even complete my contract with them after I started with a HUGE billing issue that NEVER got resolved. Almost every single phone call that was made from my phone was Call Forwarding...except for a few here and there that wasn't...I couldn't get an explanation CONSIDERING CALL FORWARDING WASNT EVEN A FEATURE ON MY ACCOUNT....(yeah figure that one out)...unless it was 'ghosting' in the system somehow...never the less....i was talked to like a dog, called a liar...and one rep even told me to "f*ck off" and hung up on me...I cancelled my service 10 sec. later and continue to tell this story to any and all about Sprint...If you want a glimpse into HELL, then get a Spr...
(continues)
(continues)
...
DeltaGuy777 said:
Isnt T-Mobile and Sprint Call Centers ran by the same company?
That would be a no. T-Mobile call centers are run by T-Mobile and SprintPCS call centers are run by SprintPCS. Having worked in both call centers, that is what I know.
...
No, I know that Sprint hires a call center company for their customer service but I also heard that T-Mobile hired the same people. So I am guessing that they would be in the same building or something.
...
DeltaGuy777 said:
No, I know that Sprint hires a call center company for their customer service but I also heard that T-Mobile hired the same people. So I am guessing that they would be in the same building or something.
I used to work for the SprintPCS call center. One city away. It was run by SprintPCS. It still is, since I have a friend who still works there. I decided SprintPCS was the devil and went to work for T-Mobile. I still do. It's closer to where I live. It is run by T-Mobile. Can I make it more clear? 😉
...
Sprint is transitioning all but select functions of its call centers to IBM. T-Mobile also outsources much of their general customer service call centers but I don't know to whom.
...
I don't know if 2 or 3 call center constitues "much". 😛 Most of our call centers are T-Mobile. But we do use ClientLogic as an outsourcer for a few call centers.
...
I like Sprint Customer Service...but i'm usually nice when i call representatives. 😁
...
I don’t like their customer service that much, because there is a long wait period plus they haven’t been good in the past, however, that is changing now (because their churn continues to go down) and in the future with Nextel taking over.
however, you know what customer care service is worse? Cingular’s.
however, you know what customer care service is worse? Cingular’s.
...
Hmm, didn't Cingular's churn drop considerably the past two quarters? But wait, maybe that doesn't have anything to do with customer service, althought you claim that Sprint's does. 🙄
...
It’s because of the merger and integrating customers from att wireless. When churn comes down for this year and the upcoming years, then I will have a different view for cingular's customer service.
Sprint has a good customer care, or I should say better customer care then earlier because they have done a great job with churn, increasing their data arpu, arpu, and their lifetime revenue per user.
Cingular still has to work on all that, cept for data arpu. They have a long way to go especially with the integration problems.
Sprint has a good customer care, or I should say better customer care then earlier because they have done a great job with churn, increasing their data arpu, arpu, and their lifetime revenue per user.
Cingular still has to work on all that, cept for data arpu. They have a long way to go especially with the integration problems.
...
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
Cingular has increased their net additions, lowered their curn, increased their data ARPU and has had consistently higher ARPU than companies like Verizon since the merge. I'm sure you'll see those trends continue with the upcoming quarter results. I hardly see where Cingular has come up short.
Network integration problems? You're right they do need to work on that, but they'll be in better shape than Sprint and Nextel will be if they ever do get approval.
Cingular has increased their net additions, lowered their curn, increased their data ARPU and has had consistently higher ARPU than companies like Verizon since the merge. I'm sure you'll see those trends continue with the upcoming quarter results. I hardly see where Cingular has come up short.
Network integration problems? You're right they do need to work on that, but they'll be in better shape than Sprint and Nextel will be if they ever do get approval.
...
https://www.phonescoop.com/news/discuss.php?fm=m&ff= ... »
Looks like you're saying Sprint's churn was 2.5% last quarter. Cingular's was 2.2% last quarter. So again according to your theory, who has the worst customer service?
Wow, it is totally unbelievable to read the BS you spew.
Looks like you're saying Sprint's churn was 2.5% last quarter. Cingular's was 2.2% last quarter. So again according to your theory, who has the worst customer service?
Wow, it is totally unbelievable to read the BS you spew.
...
Cingular has more customers then sprint so of course they would have a less churn. In addition, as I explained in my other post/reply to you, that cingular just got through a purchase so when they combined att wireless' subscribers churn goes down.
By the way, look at the most complaints year after year, and who would be that winner? Cingular.
By the way, look at the most complaints year after year, and who would be that winner? Cingular.
...
Well you see, the size of the company and relation to churn is where you are all wrong. The first quarter after the merge occured the new combined company's churn was 2.7%. In the following quarter, Cingular's churn had dropped to 2.2%, clearly not as high as Sprint's 2.5%.
By the way, they do it in percentages for a reason. Since Cingular has such horrible customer service (heh) and so many customers you would assume they would have a higher percentage of disgruntled customers than Sprint, but alas, they do not. 😈
By the way, they do it in percentages for a reason. Since Cingular has such horrible customer service (heh) and so many customers you would assume they would have a higher percentage of disgruntled customers than Sprint, but alas, they do not. 😈
...
hahah, yep sure. you are wrong anyway and again.
by the way, look at the complaints!
ok this is also my last post to you as well, becuase you are too pathetic to understand anything of what i say. everything is you you you..
anyway.. im done. 🙂
perhaps if you know more about the wireless industry and can take other's opinions without bashing them, then perhaps i will respond to you again.
you are just like muchdrama and alswe(something) just pathetic people..
anyway good luck...
i will be right with all my predictions!
by the way, look at the complaints!
ok this is also my last post to you as well, becuase you are too pathetic to understand anything of what i say. everything is you you you..
anyway.. im done. 🙂
perhaps if you know more about the wireless industry and can take other's opinions without bashing them, then perhaps i will respond to you again.
you are just like muchdrama and alswe(something) just pathetic people..
anyway good luck...
i will be right with all my predictions!
...
Show me where in my response I bashed you. I took your opinion, thought it out, and I disagree. You call me a pathetic person (talk about bashing and being unable to take other's opinions) but I don't see you being able to take others opinions. You can never admit to being wrong, or even agree with somebody, ever! I think it is more like always you, you, you. Your last sentence says it all. "I will be right with all my predictions!" 🙄
Why are you done responding? Have you finally ran out of arguments to make so that you can pretend you are always right?
Why are you done responding? Have you finally ran out of arguments to make so that you can pretend you are always right?
...
nextel18 said:in the future with Nextel taking over.
😳 I'm kind of curious, how do you see Nextel taking over. Let me see:
Both companies are billing this as a "Merger of Equals."
The new combined company will be called "Sprint." The Nextel brand will continue only as a product brand (like Vision, Ready Link, etc).
Sprint retains controlling interest in the combined company.
I fail to see how Nextel is "taking over." Could you please enlighten me?
...
Sure. The whole point of the 51 to 49 percent ownership is because of a tax-free spin off one of sprint's divisions. If Nextel were to have 51 to 49 percent then it would be extremely difficult for them to do a proper tax-free spin off. That is why.
Well yea, the new company will be called sprint, however, as you pointed out the wireless division would be called Nextel. (I.e. stronger brand name then sprint's.)
In addition, the ceo, cto, and cfo, will be the new combined companies ceo, cto and cfo. In addition, guess what? They are from Nextel. They didn’t keep sprint's ceo, cto, and cfo because Nextel’s are a lot better especially with their performance over their "lifetime" of their careers at Nextel.
Thus, Nextel will be...
(continues)
Well yea, the new company will be called sprint, however, as you pointed out the wireless division would be called Nextel. (I.e. stronger brand name then sprint's.)
In addition, the ceo, cto, and cfo, will be the new combined companies ceo, cto and cfo. In addition, guess what? They are from Nextel. They didn’t keep sprint's ceo, cto, and cfo because Nextel’s are a lot better especially with their performance over their "lifetime" of their careers at Nextel.
Thus, Nextel will be...
(continues)
...
actually you are wrong. there will be 2 wireless brands the sprint brand which will be the cdma and the nextel brand which will be the iden.
it will be very semalar to mike/telus in canada.
but if it makes you feel like more of a man, sure nextel is the one running the new company.
it will be very semalar to mike/telus in canada.
but if it makes you feel like more of a man, sure nextel is the one running the new company.
...
perhaps you can tell me what this means then from this site; http://sprintnextel.mergerannouncement.com/
"Nextel as a Product Brand
Nextel, which currently enjoys among the highest loyalty ratings with customers in the wireless industry, is synonymous with wireless business-oriented products and services such as Nextel’s instant, nationwide, digital walkie-talkie service. The combined company will employ the Nextel name as a product brand within the Sprint service portfolio for services provided on Nextel’s iDEN network. Solutions carrying the Nextel brand will be geared toward selected businesses, public-sector customers and those high-value individuals who have proven to be avid users of Nextel services."
this says that nextel will...
(continues)
"Nextel as a Product Brand
Nextel, which currently enjoys among the highest loyalty ratings with customers in the wireless industry, is synonymous with wireless business-oriented products and services such as Nextel’s instant, nationwide, digital walkie-talkie service. The combined company will employ the Nextel name as a product brand within the Sprint service portfolio for services provided on Nextel’s iDEN network. Solutions carrying the Nextel brand will be geared toward selected businesses, public-sector customers and those high-value individuals who have proven to be avid users of Nextel services."
this says that nextel will...
(continues)
...
nextel18 said:...
perhaps you can tell me what this means then from this site; http://sprintnextel.mergerannouncement.com/
"Nextel as a Product Brand
Nextel, which currently enjoys among the highest loyalty ratings with customers in the wireless industry, is synonymous with wireless business-oriented products and services such as Nextel’s instant, nationwide, digital walkie-talkie service. The combined company will employ the Nextel name as a product brand within the Sprint service portfolio for services provided on Nextel’s iDEN network. Solutions carrying the Nextel brand will be geared toward selected businesses, public-sector customers and those high-value individuals who have proven to be avid users of Nextel servi
(continues)
...
but where does it say that sprint pcs will be running the cdma network?
i looked and i cant find it. ☹️ sorry.
i looked and i cant find it. ☹️ sorry.
...
again, if you are right then you are right and like i said before i iwll give you kudos.
i know nextel is going to be serving the iden network, but it doesnt say anything about sprint pcs and their cdma network, that is why i think that nextel will a product for both networks.
anyway, it doesnt matter. regardless, the company will be strong.
i know nextel is going to be serving the iden network, but it doesnt say anything about sprint pcs and their cdma network, that is why i think that nextel will a product for both networks.
anyway, it doesnt matter. regardless, the company will be strong.
...
nextel18 said:
again, if you are right then you are right and like i said before i iwll give you kudos.
i know nextel is going to be serving the iden network, but it doesnt say anything about sprint pcs and their cdma network, that is why i think that nextel will a product for both networks.
anyway, it doesnt matter. regardless, the company will be strong.
😁 😁 i would just like to take this time to say i was right and you were wrong. you said the wirless company would all be called nextel. i said the cdma would stay sprint and the iden would be the nextel brand and the new company would be sprint. 😛 😛 i was right i was right 🤣 in your face!!!!!! *dashes around in a little victory dance*...
(continues)
...
In addition to that.
"The Sprint Master Brand
Given its broad market awareness and its history of innovation, the Sprint name was chosen as the lead go-to-market brand name for the new company. Combining the rich attributes of the Sprint brand with the entrepreneurial, instant-communications traits represented by highlighting Nextel's presence in the product line offers strong positioning for the combined company. This approach was validated through consultation with research firms specializing in brand and name recognition, and with customers and employees, confirming Sprint's consistent ratings as one of the most recognized communications brands in the United States. "The Sprint name, brand attributes and the sentiment they evoke in ...
(continues)
"The Sprint Master Brand
Given its broad market awareness and its history of innovation, the Sprint name was chosen as the lead go-to-market brand name for the new company. Combining the rich attributes of the Sprint brand with the entrepreneurial, instant-communications traits represented by highlighting Nextel's presence in the product line offers strong positioning for the combined company. This approach was validated through consultation with research firms specializing in brand and name recognition, and with customers and employees, confirming Sprint's consistent ratings as one of the most recognized communications brands in the United States. "The Sprint name, brand attributes and the sentiment they evoke in ...
(continues)
...
nextel18 said:
In addition, the ceo, cto, and cfo, will be the new combined companies ceo, cto and cfo. In addition, guess what? They are from Nextel. They didn’t keep sprint's ceo, cto, and cfo because Nextel’s are a lot better especially with their performance over their "lifetime" of their careers at Nextel.
Thus, Nextel will be running it.
🙄 Excuse me Nextel18, but this is again, not correct. According to all press releases, Gary Forsee will be the President and CEO of the combined company. Let me see.....Oh yeah, that's right, he is the CEO of Sprint currently, not Nextel. 😲
Len Lauer, COO of the combined company. Hmm...Another current Sprint Exec. The list goes on..and on..and...
(continues)
...
No, it is very correct.
The most important aspects of business is the CFO, and the CTO, however, the COO and the CEO are also very important. The chairman is important too. However, given Nextel’s record of accomplishment especially with the CFO and CTO and Nextel’s ceo, now the new company's chairman, I will give a bigger edge over Nextel’s execs then sprint's execs.
So yea, my information is accurate.
1. You need a network and they need to make the integration right. Who is responsible for that? The CTO
2. They need to make sure the finances are in order. Who is in charge of that? The CFO.
Oh yea, who are the CTO and CFO of the new company? Well Nextel’s CTO and CFO. The chairman of the new company will be Donahue the best ce...
(continues)
The most important aspects of business is the CFO, and the CTO, however, the COO and the CEO are also very important. The chairman is important too. However, given Nextel’s record of accomplishment especially with the CFO and CTO and Nextel’s ceo, now the new company's chairman, I will give a bigger edge over Nextel’s execs then sprint's execs.
So yea, my information is accurate.
1. You need a network and they need to make the integration right. Who is responsible for that? The CTO
2. They need to make sure the finances are in order. Who is in charge of that? The CFO.
Oh yea, who are the CTO and CFO of the new company? Well Nextel’s CTO and CFO. The chairman of the new company will be Donahue the best ce...
(continues)
...
Did you not read your previous quote? You said clearly that the combined company will not have sprint's CEO. Wait a minute...Here's the quote from your previous post.
Don't you see CEO in your own quote?
Also on your question on brand, here is a quote from the 6/23/05 news release. I'll bold the important part:
Nextel as a Product Brand
Nextel, which currently enjoys among the highest loyalty ratings with customers in the wireless industry, is synonymous with wireless business-oriented products and services such as Nextel's instant, nationwide, digital walkie-talkie service. The combined company wil ...
(continues)
nextel18 said:
They didn’t keep sprint's ceo, cto, and cfo because Nextel’s are a lot better
Don't you see CEO in your own quote?
Also on your question on brand, here is a quote from the 6/23/05 news release. I'll bold the important part:
Nextel as a Product Brand
Nextel, which currently enjoys among the highest loyalty ratings with customers in the wireless industry, is synonymous with wireless business-oriented products and services such as Nextel's instant, nationwide, digital walkie-talkie service. The combined company wil ...
(continues)
...
bahahahha. you are mis-reading the context. that quote and the article has nothing to do with each other. that quote was in response to stevel. sorry.
...
Regardless of who the responce was to, the info contained within was still inaccurate. Sorry dude, you're just wrong about Sprint leadership with the new combined company, and wrong about the product names...You'll see...The vote is today, government approval will be concluded in short order, and maybe then you'll understand that it is truely Sprint who is the leader in this "Merger of Equals."
...
🤣
Boy you're a real comedian! Let's see if we can find any inaccuracies...
All of Sprint's leadership under the combined company will be Nextel's current leadership? They didn't keep the CEO, CFO, etc.... WRONG, but I've already proven that point.
Nextel will be the Brand name for all wireless service under the combined company? WRONG, Nextel will be the brand for services on the IDEN network, not all wireless services.
Sorry dude, your info is not accurate...But I can see where your spin may be coming from seing that you are probably a Nextel employee and see your company vanishing, being bought by Sprint. It's ok if you are in denial. 🤣
Boy you're a real comedian! Let's see if we can find any inaccuracies...
All of Sprint's leadership under the combined company will be Nextel's current leadership? They didn't keep the CEO, CFO, etc.... WRONG, but I've already proven that point.
Nextel will be the Brand name for all wireless service under the combined company? WRONG, Nextel will be the brand for services on the IDEN network, not all wireless services.
Sorry dude, your info is not accurate...But I can see where your spin may be coming from seing that you are probably a Nextel employee and see your company vanishing, being bought by Sprint. It's ok if you are in denial. 🤣
...
sure... if you want to think that.. i know i am accurate.
yea, sprint didnt keep their cfo... not sure if you knew that. i never said they didnt keep their ceo.
with the brand part, it doesnt say anything about sprint pcs on the cdma network (by the brand name) so yea.
yea, sprint didnt keep their cfo... not sure if you knew that. i never said they didnt keep their ceo.
with the brand part, it doesnt say anything about sprint pcs on the cdma network (by the brand name) so yea.
...
Maybe I should write it in crayon for you...Nah, it'd just be a waste of time. The press release is pretty clear on what the brand name "Nextel" will be used for, Only for IDEN services. Now let me think, Sprint is a successful brand name, and if the Master Brand is still going to be Sprint, hmm...Nextel will only be used for IDEN services...Hmm...We can either come up with a new brand for our services on the CDMA network...or stick with an already successful brand and the Master Brand of the company...Logical? Yep.
Nothing was said in the press release about the brand for CDMA services because nothing's changing as far as the Sprint products are concerned.
And as far as the CEO thing goes, I quoted from your previous post, and ...
(continues)
Nothing was said in the press release about the brand for CDMA services because nothing's changing as far as the Sprint products are concerned.
And as far as the CEO thing goes, I quoted from your previous post, and ...
(continues)
...
yawnn.. didnt even read that...
i never said no sprint's execs.. i said that the cfo and the cto wont be on the new company's mgmt team..
anyway last post to you... 🙂
we will see what happens in 3-5 years...
good luck.
if your gonna keep twisting my words, i wont bother talking to ya..
thanks.
i never said no sprint's execs.. i said that the cfo and the cto wont be on the new company's mgmt team..
anyway last post to you... 🙂
we will see what happens in 3-5 years...
good luck.
if your gonna keep twisting my words, i wont bother talking to ya..
thanks.
...
Don't quite know how I'm "Twisting" your words. Maybe that's your way out since you know you're wrong, but you just can't admit it. Here's your previous post. I'll Bold the parts that I have responded to.
(continues)
nextel18 said:...
Sure. The whole point of the 51 to 49 percent ownership is because of a tax-free spin off one of sprint's divisions. If Nextel were to have 51 to 49 percent then it would be extremely difficult for them to do a proper tax-free spin off. That is why.
Well yea, the new company will be called sprint, however, as you pointed out the wireless division would be called Nextel. (I.e. stronger brand name then sprint's.)
In addition, the ceo, cto, and cfo, will be the new combined com
(continues)
...
😁 Aahhh. The deafening sound of silence. Some people just can't handle it when handed the facts. 🤣
...
I think I will add my $.02 here
Customer service is a different beast, from my experiance in dealing with everyone from cable repair people, to banks, to cell phones. The rules are not the same as they are for the rest of the world.
Normaly you ask for what you want and you get it.
on the phone however you have to play the guessing game. Make the rep Guess what you want, then they will figure out how to do it, if you tell them what you want they screw it up.
I can tell my favorite computer story if you like later on.
My point, If you want to play the game, play by the rules
Customer service is a different beast, from my experiance in dealing with everyone from cable repair people, to banks, to cell phones. The rules are not the same as they are for the rest of the world.
Normaly you ask for what you want and you get it.
on the phone however you have to play the guessing game. Make the rep Guess what you want, then they will figure out how to do it, if you tell them what you want they screw it up.
I can tell my favorite computer story if you like later on.
My point, If you want to play the game, play by the rules
...
yeah, unfortunately there has been a lot of outsourcing here lately. I work for ATTW/Cingular and within the last few months our warranty exchange department and service area change department have both been outsourced to India and its very difficult to get obscure requests understood. most of the time i will call back in the hopes of getting someone that is either from the USA or that is capable of handling the situation.
...
UThornSS said:
yeah, unfortunately there has been a lot of outsourcing here lately. I work for ATTW/Cingular and within the last few months our warranty exchange department and service area change department have both been outsourced to India and its very difficult to get obscure requests understood. most of the time i will call back in the hopes of getting someone that is either from the USA or that is capable of handling the situation.
most companies are ding that now. i usually hang up if i get an indian on the phone. i'm not rasist or anything, i just know that the would-be convversation would ruin my day because it would be really frustrating.
...
Grantizzle said:UThornSS said:
yeah, unfortunately there has been a lot of outsourcing here lately. I work for ATTW/Cingular and within the last few months our warranty exchange department and service area change department have both been outsourced to India and its very difficult to get obscure requests understood. most of the time i will call back in the hopes of getting someone that is either from the USA or that is capable of handling the situation.
most companies are ding that now. i usually hang up if i get an indian on the phone. i'm not rasist or anything, i just know that the would-be convversation would ruin my day because it would be really frustrating.
That...
(continues)
...
they might deserve them, but have you ever had to have something repeated to you more than five times because you couldn't understand them. their accents are awesome, but when you have a store full of people and you need customer service to do something for you real quick, having them repeat everythign a couple times kills efficency.
...
I do not think the issue needs to be framed with race but rather effective communication. If the language to be spoken is English than no reps should have thick accents because it is innevitable that they will have difficulty being understood. This is true whether the reps are Indian or from NY or Baton Rouge.
Difficulties can arise even wtih experienced brilliant reps who have thick accents.
Difficulties can arise even wtih experienced brilliant reps who have thick accents.
...
sammy2 said:
I do not think the issue needs to be framed with race but rather effective communication. If the language to be spoken is English than no reps should have thick accents because it is innevitable that they will have difficulty being understood. This is true whether the reps are Indian or from NY or Baton Rouge.
Difficulties can arise even wtih experienced brilliant reps who have thick accents.
SO THAT IS A RASCIST THING, THEY CAN'T HELP IT IF THEY HAVE A ACCENT, DOES THAT MAKE THEM ANY LESS COMPETANT OR QUALIFIED, NO! JUST DEAL WITH IT, AND BE MORE PATIENT, ROME WAS BUILT IN A DAY!!!
...
It is not racist at all. I expect as a customer of the provider that they have reps that can speak English. Your logic would suggest that even if they spoke Japanese that i should just be patient. Nonsense the issue is being understood and efficient. I never suggested no accent but rather a heavy accent (regardless of what type) is the problem.
...
sammy2 said:
It is not racist at all. I expect as a customer of the provider that they have reps that can speak English. Your logic would suggest that even if they spoke Japanese that i should just be patient. Nonsense the issue is being understood and efficient. I never suggested no accent but rather a heavy accent (regardless of what type) is the problem.
They speak english you racsist pig, just english with an accent.Go hang out with Hitler you Nazi rascist!!
...
Again why not take the time to READ the post. I emphasized thick accent not language as being the problem. Either the thick accent is understandable to a majority of the customers or it is not. It is that simple as a criteria for hiring.
Apparently you can not read English or you would have seen that I included anyone from any language with a heavy accent including those from NY, or anywhere else in this country native English speakers or not.
Maybe you are an example of why so many customers are frustrated with reps who do not LISTEN. The customer must repeat themselves over and over again so the reps can understand the issue at hand.
Apparently you can not read English or you would have seen that I included anyone from any language with a heavy accent including those from NY, or anywhere else in this country native English speakers or not.
Maybe you are an example of why so many customers are frustrated with reps who do not LISTEN. The customer must repeat themselves over and over again so the reps can understand the issue at hand.
...
sammy2 said:
Again why not take the time to READ the post. I emphasized thick accent not language as being the problem. Either the thick accent is understandable to a majority of the customers or it is not. It is that simple as a criteria for hiring.
Apparently you can not read English or you would have seen that I included anyone from any language with a heavy accent including those from NY, or anywhere else in this country native English speakers or not.
Maybe you are an example of why so many customers are frustrated with reps who do not LISTEN. The customer must repeat themselves over and over again so the reps can understand the issue at hand.
Too bad, they are great reps, and if you have repea...
(continues)
...
Your are exposing your immaturity. you do not know what reps I speak of and yet you suggest "they" are great reps. I was not talking about Indian reps in fact. I was talking about any rep that I happen to have spoken to who does not listen well. In my personal experience it has been native English speakers and the communication problem had more to do with their limited capacity to listen accurately. I refer to CSRs from all industries who demonstrate this limitation. I have also experienced wonderful CSRs who listen well and know their stuff.
I sure hope you are not in customer service because your attitude demonstrates a perverse perspective of your customer.
I sure hope you are not in customer service because your attitude demonstrates a perverse perspective of your customer.
...
You can speak flawless no accent English, be an excellent rep and still have customers getting upset if they have to repeat themselves. When a customer has to repeat themselves, they usually take it that the rep isn't listening/doesnt care about their problem.
...
there is absolutely nothing wrong with wanting to deal with an american over a person from any other country. and second of all what the heck does race have to do with it?!
i want to speek to americans if they origionally came from idea fine if they came from africa fine russia fine i just want them to be americans.
but with all that being said very few of sprints call centers are out sorce to places out side the us. mostly it is activations and port resolutions that is in indea.
but i have a pet peave of when i am talking to a person on the phone and they have a thick accent or if they mumble or use slang. all i want to do is be able to comunicate with them.
if they are in indea they should atleast be understandable, is that too...
(continues)
i want to speek to americans if they origionally came from idea fine if they came from africa fine russia fine i just want them to be americans.
but with all that being said very few of sprints call centers are out sorce to places out side the us. mostly it is activations and port resolutions that is in indea.
but i have a pet peave of when i am talking to a person on the phone and they have a thick accent or if they mumble or use slang. all i want to do is be able to comunicate with them.
if they are in indea they should atleast be understandable, is that too...
(continues)
...
Well bud ,then you better call customer care for most companies then, cuz 8 times out of 10 you are speaking to a canadian csr, most of the centers that do care are in canada.So the person you think is american is your neighbour to the north eh?
...
you can always tell when an argument has been lost online: the losing side brigns up Hitler or nazis... 🤣
...
Hey i think the Reps in India, canada, and other countries do great, not every rep is perfect, but neither are the american counterparts either.
People on this thread saying if they(reps) are from India I hang up every time, well thats disgusting rascism from a PIG, and those PIGS are Scum!!!!
The fact is 8/10 times you call 1-800 # numbers for care issues goes to out of country centers, that why 800# don't show where they are from as well as TOLL FREE, so deal with it, orcrawl in a hole!!!
People on this thread saying if they(reps) are from India I hang up every time, well thats disgusting rascism from a PIG, and those PIGS are Scum!!!!
The fact is 8/10 times you call 1-800 # numbers for care issues goes to out of country centers, that why 800# don't show where they are from as well as TOLL FREE, so deal with it, orcrawl in a hole!!!
...
Hey I endorse outsourcing to foreign countries for obvious reasons! 😁
However it is a truism that once a person brings up nazis they have run out of things to say.
However it is a truism that once a person brings up nazis they have run out of things to say.
...
BlueGuy said:...Grantizzle said:UThornSS said:
yeah, unfortunately there has been a lot of outsourcing here lately. I work for ATTW/Cingular and within the last few months our warranty exchange department and service area change department have both been outsourced to India and its very difficult to get obscure requests understood. most of the time i will call back in the hopes of getting someone that is either from the USA or that is capable of handling the situation.
most companies are ding that now. i usually hang up if i get an indian on the phone. i'm not rasist or anything, i just know that the would-be convversation would ruin my day because it would be really
(continues)
...
muchdrama said:...BlueGuy said:Grantizzle said:UThornSS said:
yeah, unfortunately there has been a lot of outsourcing here lately. I work for ATTW/Cingular and within the last few months our warranty exchange department and service area change department have both been outsourced to India and its very difficult to get obscure requests understood. most of the time i will call back in the hopes of getting someone that is either from the USA or that is capable of handling the situation.
most companies are ding that now. i usually hang up if i get an indian on the phone. i'm not rasist or anything, i just know that the would-be convversation would ru
(continues)
...
I Do Not have a racist bone in my body. I have to deal with customer service all the time. I do not care if the representative is in India, in Canada, in Texas, or in my back yard. If I can not communicate with them in English, than there is a problem. Far too often that problem arises. It is not even usually a heavy accent that causes the problem. Instead it is the fact that the Rep has a difficult time understanding English as it is spoken in the United States. This is not racism, but a fact as I see it. I speak only English so I give anyone credit that speaks multiple languages, BUT if they can fluent enough in English, then they NEED more training, or a different job.
...
actually, i talked to anna richards earlier tonight from sunny downtown new delhi and she sounded quite continental. bottom line is that if you're trying to work in a timeframe and having to repeat the same number 5 times and then for them to go through some very long script before you can even get the question out, its pointless.
...
I don't believe race really enters into it for most people. Remember that good customer service is judged by the customer and not by the rep. If the customer has a hard time communicating with the rep it is frustrating and therefore the customer feels the service quality is poor.
Wireless is a service business and the judge will always be the customer who is being served.
Wireless is a service business and the judge will always be the customer who is being served.
...
I have to say that usually when someone has to specify "I'm not racist", it's usually an indication that they are. USUALLY. Anyway, I have an interesting story to say about "Indian" reps.
T-Mobile has a foreign call center...in the far away country of Canada. There happen to be a lot of Indians who work in that call center, so MANY customers assume that that call center IS in India. I took a call from a Blackberry customer who changed the pin for the user id on his BB but was not receiving e-mail. I asked for his user id and he told me...but I later found out that it was actually his password he was giving me. I then found that the pin was changed for the wrong user id b/c he was giving his password instead of his user id when asked...
(continues)
T-Mobile has a foreign call center...in the far away country of Canada. There happen to be a lot of Indians who work in that call center, so MANY customers assume that that call center IS in India. I took a call from a Blackberry customer who changed the pin for the user id on his BB but was not receiving e-mail. I asked for his user id and he told me...but I later found out that it was actually his password he was giving me. I then found that the pin was changed for the wrong user id b/c he was giving his password instead of his user id when asked...
(continues)
...
I always do the same thing.. If I get someone who has a really thick accent or something like that I will just hang up and call again with hopes of getting someone I can understand.. Because it is EXTREMELY frustrating to talk to someone you can barely understand.
...
that is very true weather it is a geto accent a boston accent or a person from another country
i realy wish al cal centers had some sort of oral comunication test
i realy wish al cal centers had some sort of oral comunication test
...
Come to think of it, in Customer Care I did get a lot of hang up calls as soon as I said my name. Maybe it was b/c I can pronounce my own name so well (it is a Spanish name and I can roll my r's). But I do speak flawless English. Many customers are shocked that I can say my name perfectly b/c I have NO accent (other than American) when speaking English. OH, well, if it was just grumpy customers not wanting to speak to someone who might possibly have a thick accent, although I am an excellent rep, it was no skin off my back. It just kept my call times down. 😛
...
stevelvl said:
that is very true weather it is a geto accent a boston accent or a person from another country
i realy wish al cal centers had some sort of oral comunication test
Good for you there's no written communication test. 🙂
...
Mister_Zero said:stevelvl said:
that is very true weather it is a geto accent a boston accent or a person from another country
i realy wish al cal centers had some sort of oral comunication test
Good for you there's no written communication test. 🙂
i agree
...
Im a master Dealer for a couple of carries(sorry no names given)
Every time I call either one this is what I do
1. Name of the Person
2. REF. Number
3. Name of direct Supervisor
4. I always ask them this: I have a big problem I want to see if you can help me out?
If they say yes.... then if at the end they can help you just ask to speak to his/her suervisor
If they say they will try!!!....then tell them that you need someone above them.
5. Call and check the changes in the account later the same day or the next day.
Try it I hope this will help you in the future
Every time I call either one this is what I do
1. Name of the Person
2. REF. Number
3. Name of direct Supervisor
4. I always ask them this: I have a big problem I want to see if you can help me out?
If they say yes.... then if at the end they can help you just ask to speak to his/her suervisor
If they say they will try!!!....then tell them that you need someone above them.
5. Call and check the changes in the account later the same day or the next day.
Try it I hope this will help you in the future
...
xgokuhx said:
Im a master Dealer for a couple of carries(sorry no names given)
Every time I call either one this is what I do
1. Name of the Person
2. REF. Number
3. Name of direct Supervisor
4. I always ask them this: I have a big problem I want to see if you can help me out?
If they say yes.... then if at the end they can help you just ask to speak to his/her suervisor
If they say they will try!!!....then tell them that you need someone above them.
5. Call and check the changes in the account later the same day or the next day.
Try it I hope this will help you in the future
you're promoting escalating calls. You're a headache for any CSR
...
Well kind of but it works!!!thats how I usually fix most of my customer's problems
...
Yes but understand that this practice may not always yield the best results for you or your customer, It will work a few times, but unnecessary escalations are a supervisor's pet peeve, A supervisor has to be available to assist, mentor, and develop CSRs, and also take escalated calls of an important nature. having to take over a call EVERY time a CSR cannot give you whatever you want is not beneficial to anyone. Also keep in mind that a CSR and his/he supervisor are people too, and are more willing to assist you in a manner in a gratifying manner if we are treated with respect and decency. If someone disrespects one of my CSRs I am less likely to be amicable when I take over a call. Anyhow, My point is that a good CSR is empowered to ...
(continues)
(continues)
...
Agreed. Playing the supervisor card everytime does not guarantee you a good experience. I think you should have just stopped on your advice with the first 2 options. At the beginning of the call get the rep's name and id. Anything else is over-doing it.
...
i agree with what you said. if you ask for a supervisor 70% of the time they will not even get one for you.
now there are some ways that will get oyu a supervisor. the esiest way is once you have established there is nothing the rep can do for you state something like "if you are not able to resolve my issue then i think i need to speak with some one who can. may i please speak with your supervisor." this i would say has a 80% chance of getting you a supervisor and perhaps a 50% chance of getting you what you want.
but never ask for a supervisor right off the bat that imediately makes you look combative in there eyes and they are much less likely to help you.
now there are some ways that will get oyu a supervisor. the esiest way is once you have established there is nothing the rep can do for you state something like "if you are not able to resolve my issue then i think i need to speak with some one who can. may i please speak with your supervisor." this i would say has a 80% chance of getting you a supervisor and perhaps a 50% chance of getting you what you want.
but never ask for a supervisor right off the bat that imediately makes you look combative in there eyes and they are much less likely to help you.
...
stevelvl said:
i agree with what you said. if you ask for a supervisor 70% of the time they will not even get one for you.
now there are some ways that will get oyu a supervisor. the esiest way is once you have established there is nothing the rep can do for you state something like "if you are not able to resolve my issue then i think i need to speak with some one who can. may i please speak with your supervisor." this i would say has a 80% chance of getting you a supervisor and perhaps a 50% chance of getting you what you want.
but never ask for a supervisor right off the bat that imediately makes you look combative in there eyes and they are much less likely to help you.
lol...Good point. I have...
(continues)
...
Sprint by far is the worst in customer service in the industry. Pretty much about 75% of the time when you call into their call center you always get someone who can barely speak english so then you never understand what their saying and usually they do what you requested them to do wrong so you have to call back then it starts all over again! When I call and hear someone who can speak clear english I just have tears of joy.... lol 😁
...
Here is another example of some people just got the wrong end of the stick. Now I used to have a verizon fone and love the service and had service 95 percent of the interstates I traveled, it would just say extended network on the phone. but then met a girl and switched to sprint to save us both money( bill was 200+ due to different service). oh well gave my verizon phone to my parents and got a sprint phone with pcs to pcs. I now could only get 55 percent coverage on the same interstates( across about 18 different states). well for the sprint customer service I have had no problem at all and love them dearly. but as for my girlfriend................. well she just dislikes them to put it nicely. for one someone went into her account and too...
(continues)
(continues)
...
My worsts experience was deffinately the lack of coverage. When I had dropped calls or went out of my service area I would rome on to verizons network. Sprint deffinately needs to improve coverage. I can rome all i want with T mobile think I pay a dime for it, no way. I can even send messages while romeing something I could not do with sprint. As for customer service sprint really sucks on that to. Thing I hated most was call clarity. T mobile gives less BS and more value. I HATE SPRINT
...
I was a customer with Sprint for 2 years. My biggest complaint was the recepception of course I was not fond of the customer service either. Now i'm with T mobile and Im happy.
...
