yea, that is why people shouldnt deal with third parties. they cheat people basically.

just sell phones and thats it.

You know whats crazy...

...what does ARPU mean to the customer?

Maybe I should bring that up next time I pitch a sprint phone. "Hey, Sprint has their prices aligned so that their level of service is constantly screwing you out of the maximum amount of money."

Maybe I can tweak it a bit.

this is what i mean by third party being half trained at best.

it is about value giveing hte customer the most for there money. sprint offeres a wide range of products and services for the customer on both ther wireless phone and also there land line. you gave the perfect example in your rambling. 50 free mins of long distance on there home phone for 0$ a month. you said "hell no" to that. you basically robebed a customer out of there free home long distance why? because all you wanted to do was sell a phone get your activation dispite what was best for the customer. you also mentioned that you got upset that the sprint rep over the phone mentioned to the customer that they were eligable for more lines. you obviously did not have the best...
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stevelvl said:
you also mentioned that you got upset that the sprint rep over the phone mentioned to the customer that they were eligable for more lines.

Here's a concept... I'M the one selling them the free phone. Why the hell would I want to turn around and hand it off to sprint when I get payed for each phone I sell.

Do you not understand that? How would you like if you were selling someone the "extra line" they are approved for, and now the rep on the phone wants to talk to MY customer and sell them the same thing? No way in hell sprint is taking food from my mouth.


You "real" sprint reps are blinded by company loyalty. Wait until they drop your ass which side of the fence you'll be sitting on...
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my question is if you were the one selling the phone why then did you have to call some one else to help you? obviously you were incapable of doing what needed to be done.

but hear is the real thing. there have been occasions where i have had to call into customer service for issues. one rule i never let the customer get on the phoen with them. i am the one seteling there issue it is important they see me doing it. secondly i have never had a rep on the phone try and steel a sale from me. i have however had one or 2 mention to me "be sure and let them know they are eligable for more lines of service" or "be sure and let them know they can get free long distance" that is a professional reminder to me to make all the comission i can.

b...
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stevelvl said:
my question is if you were the one selling the phone why then did you have to call some one else to help you? obviously you were incapable of doing what needed to be done.

Look, there are a few reasons we cant use fast and have to call it in to make the sale.

- Fast is down.
- Fast throws an error code (Business Customer, or "Call 1-8xx-xxx-xxxx to make sure this account is set up properly." Those are the most common.)
- Customer wanted to change her phone number to an area code local to us, after I already activated the phone through fast and got everything set up. Now, I need to call to change the phone number and get a new unlock code.

Tell you what, speaking of long distance, I'...
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On many (many) days, F(rustration)A(s)S(elling)T(ool) is down or moderately broken, so I must call Sprint. I do all the talking, until they ask for the customer.

As a company policy, I cannot offer long distance.

While on hold, I have to do everything in my power to keep them from getting (more) angry.

As for customer care, we get the runoff from the company store. Long lines, shorter hours, ignorance of location, and poor service at the company store all bring people to me. It will generally lead to a phone call, but only after I have used all of my online tools.

A lot of this comes from training, some of this is simply people skills, the rest is experience and the desire to help.

There is a call center in India.

there are a lot of them all over the U.S. too

ANY customer service has at least some people who do not speak english that well. I have called my internet service provider many times just to not understand the customer service rep. Find me a company who doesn't have people who are hard to understand. Besides it doesn't even have to be people who don't speak english well. There are people who speak it very well but people from different parts of the country cannot understand them because they might have a southern accent or some other accent (no offense to you southerners, I have family in the south. That was just an example)

You know what, I'd much prefer a call center in the south over one in india or pakistan or wherever they dig these people up.

Tell you what, its rare I ever have to call tech support, but NEC and Verizon are two companies I've had only good experiences calling.

no i liked sprint ever since i had them, however, they did have bad customer care when i had them. now, it has been getting better becuase they are sort of following the same way nextel's customer care are. sprint is doing a very good job or else they wouldnt get any awards, wouldnt have number 2 in arpu, and number 1 in arpu and a very good sub growth.

nextel's customer service is one of the best out there. look at lifetime revenue per user, arpu, churn and sub growth. all doing very well. lifetime reveneu is number 1, arpu is number 1, churn is number 2 by a few basis points and sub growth isnt that great but it gets the loyalist customers in the marketplace.

churn will rise? lol i dont think so.

i have sprint service... and also work at sprint. as far as i can tell, the customer care is getting better... the focus for better care is there. no matter what company's customer service line you call, there are going to be "bad apples" and they *do* ruin it for everyone else, but there are people that do a good job and try to resolve issues.

True true, I think the biggest issue that most people have, is the same issue I have with most of the people in my store.

Solution: If you do not know the answer to the question, ASK someone who does or transefer the customer so they can actually get what they want. Don't make up some stupid crap and then lame reasons why it did not work.

My personal favorite was on my own account even. I asked the sales rep(always start with a simple test questoin) "If I have more than one line do I pay extra for the nights at 7:00p, once or on every line?" He said every line, my reply was "Please transfer me."

Well Spoken!!

i think call centers out side the us are a great thing. americans are lazy and think they should get payed more then minimum wage just to read a script to talk on the phone. so if they will not do the job for the money hey lets get some one who will. if that call center is in another country then hey why not let those people profit as well. i mean if they will actually do the work for less money then i say hey they deserve the job more.

other then the fact that when you call in you can't understand a damn thing that they are saying. there is nothing more irritating then that, and you would be suprised at how much that can affect a customers perception of customer relations. i think it's a horrible idea. and no offense, but i am an american, and i'm sure as hell not lazy

stevelvl said:
i think call centers out side the us are a great thing.

stevelvl said:
ps i know for a fact that third part support line is not in india it is actually located in overland park kansas.

I was unaware that Kansas was located outside the United States.

So now yer are either a liar, or the KS call center discriminates against native english speakers.

kai445 said:

stevelvl said:
i think call centers out side the us are a great thing.

stevelvl said:
ps i know for a fact that third part support line is not in india it is actually located in overland park kansas.

I was unaware that Kansas was located outside the United States.

So now yer are either a liar, or the KS call center discriminates against native english speakers.

wow holy cut and past bat man! 🤣

no wonder why you can not even successfully conduct a customer service call you take 2 completely different sentences and put them together.

Let me see I said “I think call centers out side they US is a great idea”...
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Lets chart this out in the most inflammatory way possible. I'll use "parenthesis" from now on to narrate the discussion.

(I'm going to call you out on this. You are either indian, a compulsive liar, or ignorant to think that Sprint's sole Third Party call center is located in Kansas.)

Sprint_Gold_Spec said:
I believe "we all" agree that the centers in non-english speaking countries is (sic) not a good thing for Sprint, I know I have to deal with issues about this every day.

(Notice how he said that Sprints out-of-country call centers are "not a good thing".)

stevelvl said:
i think call centers out side the us are a great thing.

(Then you turn around and say, hey...
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why would sprint have a call center for third part reps at there world headquarters?

my question is why wouldn't they? have you ever seen the world headquarters? there is actually several call centers there. the world headquarters has room for over 20,000 employees. that is just the actual world headquarters.

but that is not where the third party call center is located. the call center is actually located in an office building not on the sprint world headquarters campus. in fact sprint owns quite a few office buildings threw out the entire kansas city aria. sprint employees over 30,000 employees in the kansas city aria. in fact sptint is the largest employer in kansas maybe half or less of these employees are located at the world he...
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stevelvl said:
but it is ok we don't expect you to know much about it since you don't work for it.

🤣

Good point.

My call center is in Canada

We do cust care (cgn) retention (cgo)

and today are starting the RAC que.(retailer)

And we all only speak English.

🙂