Customer Service in The Store...Newly Hired Rep would like to know..
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Whats up Everyone..Im a newbie here, but I work for VZW...I just got a job in a store as Customer Service, and would like my fellow rep to give me an idea what it is like..I work in a handoff store, but have no experience. I work for one of the call centers, but have never done face to face customner service before...Anyways, do you guys use I2K alot? or is it more Acss? what can I expect for day to day issues? Any feedback would be grealty appreciated!!!
Schnarf
Whats up Everyone..Im a newbie here, but I work for VZW...I just got a job in a store as Customer Service, and would like my fellow rep to give me an idea what it is like..I work in a handoff store, but have no experience. I work for one of the call centers, but have never done face to face customner service before...Anyways, do you guys use I2K alot? or is it more Acss? what can I expect for day to day issues? Any feedback would be grealty appreciated!!!
Schnarf
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In our market we don't have accs. Only I2K and netace. And even though EVERYONE that trains you says netace is better I still like I2K cause if you know what your doing you can breeze through it and it lets you do things netace can't yet. From what I hear accs is better and lets you do even more.
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thanks for the reply tommy boy
Im gonna be working in the Northeast Area as well, tri state area to be exact. Accs allows pretty much everything, so I am biased toward that. I never really used 12k so I am trying to brush up on it a bit, and have some screens down but nowhere where I want to be. As the new guy I am losing my seniority( I am guessing) am i guessing right? what can i expect from fellow customer service co workers?
thanks for all your input
Schnarf
Im gonna be working in the Northeast Area as well, tri state area to be exact. Accs allows pretty much everything, so I am biased toward that. I never really used 12k so I am trying to brush up on it a bit, and have some screens down but nowhere where I want to be. As the new guy I am losing my seniority( I am guessing) am i guessing right? what can i expect from fellow customer service co workers?
thanks for all your input
Schnarf
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Hello!!!
Just as TommyBoy says... there is no access to Acss. It's Netace and the billing systems (I2K or Vision). However, don't get too comfortable, because there is a huge rumor going around that we will lose access to the billing systems as soon as netace gets better.
Day to do issues does include the handoff policy, refunds, transfers of liability (name changes), and doing the morning reports. M&P's are your best friend.
Once you are in the store for a while, you'll get your niche. the CCR's, I find, are often the organizers for everything (phone lists, price plan changes...).
Just as TommyBoy says... there is no access to Acss. It's Netace and the billing systems (I2K or Vision). However, don't get too comfortable, because there is a huge rumor going around that we will lose access to the billing systems as soon as netace gets better.
Day to do issues does include the handoff policy, refunds, transfers of liability (name changes), and doing the morning reports. M&P's are your best friend.
Once you are in the store for a while, you'll get your niche. the CCR's, I find, are often the organizers for everything (phone lists, price plan changes...).
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Whats up Reenters?
Thx for the info..Let me ask you when you started, how long was your training? Also you were the low rung on the totem pole right? Im assuming since Im the newest there, I will get all the sh**ty assignments(i.e working vacation days, losing seniority . I your opinion, what are some the positives? Cons? Thanks everyone..appreciate it!
Thx for the info..Let me ask you when you started, how long was your training? Also you were the low rung on the totem pole right? Im assuming since Im the newest there, I will get all the sh**ty assignments(i.e working vacation days, losing seniority . I your opinion, what are some the positives? Cons? Thanks everyone..appreciate it!
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My training was 3 weeks, down in philadelphia. It consisted of many type classes. However, as helpful as the trainers are, it's not real life. As I'm sure it is in the call center (I believe that's where you said you were from).
I am the only CCR in my location (yippy), but from what I hear, you may be treated "a little low" until you prove yourself, but not to management, but from the other CCRs. As for working holidays, and crappy shifts, that's all dependant on your manager and how fair they are. Senority in a particular spot really doesn't apply in the store (from as far as I've seen). Even if there is a "senority" in your store, it's really not all that applicable. Many people do change locations frequently
I am the only CCR in my location (yippy), but from what I hear, you may be treated "a little low" until you prove yourself, but not to management, but from the other CCRs. As for working holidays, and crappy shifts, that's all dependant on your manager and how fair they are. Senority in a particular spot really doesn't apply in the store (from as far as I've seen). Even if there is a "senority" in your store, it's really not all that applicable. Many people do change locations frequently
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I'm gonna give you one major headsup Schnarf.. The people up in the NorthEast are DUMB. They are going to expect you to give them free credits for absolutely nothing. You will run into the people that say "but I didn't use that many minutes!! I'm never on my phone!!". These are the same people that said the will be fine when they started on the 400 minute plan. These are also the same people that will expect you to give them a free VX8100 or something like that.
Watch yourself around here. I hate New Englanders.. and I was born and raised here. Maybe I'm different since I have worked in retail my entire life and have much different expectations.
Occasionally you have some awesome customers.
Watch yourself around here. I hate New Englanders.. and I was born and raised here. Maybe I'm different since I have worked in retail my entire life and have much different expectations.
Occasionally you have some awesome customers.
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You must have some relatives of the customers down here in the south, they are just as bad.
I dont think it is limited to justo ne region or carrier, its accross the board
I dont think it is limited to justo ne region or carrier, its accross the board
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Lol..I am getting myself ready for some of the stories these customers are gonna throw at me..Ive been working with VZW for almost three years, so Im good with the policies..but the face to face scenarios is something I have never dealt with..I have no retail experience, but I have patience...hopefully that will help..Im kinda afraid too of that psycho customer who will stalk me because I couldnt get dont what they wanted to..on the same hand though, I am totally ready for that hot chick that comes in for help 😈 😈 😈 😈
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Well anyways good luck to you working the storefront. Any particular state/region you will be in? Don't list city. :p
Also everytime I see your poster name all I can think of is that blasted schnarf thing from watching thundercats WAY back in the days of my youth. 🤣
Also everytime I see your poster name all I can think of is that blasted schnarf thing from watching thundercats WAY back in the days of my youth. 🤣
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Lol...I will go as far as to say I will be in The Northeast region, tri state area...Schnarf was a cool character, except he could have been a little more gangsta!!
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well netace sucks, its buggy, glitchy, slow, unreliable, and every process is long and drawn out. im west so i use vision, but acss is by far the best program if only because u have access to both east and west accounts.
as for what to expect, if its anything in ny like it is in cali, expect a lot of hissy fits, whining, stomping of feet, cursing, threats etc.
as for what to expect, if its anything in ny like it is in cali, expect a lot of hissy fits, whining, stomping of feet, cursing, threats etc.
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