Retail Store ccr's verses Customer service call center ccr's
Is it just me (retail ccr's) or when you have to call the call center for any type of help that is beyond your control does call center ccr's get a lil nasty?
Last time I checked we were all on the same pay schedule as well as working for the same company so why is it when we call you it's a big hassle
example
I have a customer I clearly am not calling from home why do I have to verify the last 4 digits of the ssn of the cust and why am I treated as if I have no idea what my job is...evidently when we call you it is not so we can gear your beautiful voices it is because we actually need help
Granted I know you have plain lazy ignorant selfish brainless retail reps that don't know the diff between red or blue but just like you ans...
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Last time I checked we were all on the same pay schedule as well as working for the same company so why is it when we call you it's a big hassle
example
I have a customer I clearly am not calling from home why do I have to verify the last 4 digits of the ssn of the cust and why am I treated as if I have no idea what my job is...evidently when we call you it is not so we can gear your beautiful voices it is because we actually need help
Granted I know you have plain lazy ignorant selfish brainless retail reps that don't know the diff between red or blue but just like you ans...
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excuse me for the typos and some words may be missing but you get the point
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I work in the indirect channel and we don't normally have to many problems with ccr's. I actually called in the other day and the person told me how much she loves the reps in Montana. For the most part I have great luck, but there has been a few times when it was bad. I do hate the fact that we have to verify the customer information every time we call, we always try to do anything we can before we call them in the first place. There fore we have already done that part.
The company I work for has very high standards and if we make a rep mad one day we here about it the next. It kind of sucks the way we are treated in the indirect channel, I am not saying you, but in the town I live in all our problems come from our retail store. I think i...
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The company I work for has very high standards and if we make a rep mad one day we here about it the next. It kind of sucks the way we are treated in the indirect channel, I am not saying you, but in the town I live in all our problems come from our retail store. I think i...
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Sponds like my corp store out here in Pennsylvania... jerks and assholes are the two most used words describing them by customers... :-/
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the main reason we have to verify ssn is because of social engineering, im in data technical support and when i recieve a call from a care rep even if they are in the same building as me and im friends with them, i have to verify or i fail the call.
Im just curious what reason (besides in somes stores having to cancel an account) would you have to call a csr? there is no reason for a corp store to call us they can handle 99% of the same functions we can....but please correct me if im wrong 🤨 😕
Im just curious what reason (besides in somes stores having to cancel an account) would you have to call a csr? there is no reason for a corp store to call us they can handle 99% of the same functions we can....but please correct me if im wrong 🤨 😕
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As I stated in the original post some do not know red from blue I work with a few who can't chew bubble gum amd talk at the same time but the reasons I call are...
1. Sometimes if I have a out of market customer we are limited to what we can do from the store channel to their account.. for example
1. suspended lines for lost phones
2. Assumption of liability changes
3. Some Esn changes willnot go through depending on the area
4. If ne2 dates or upg dates are off we only have one way of searching and since it is limited we have to call to actually find out what is going on
Basically when I call it is because I have a out of market customer and instead of telling Billy shame on you for going to college in my city and state I try to...
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1. Sometimes if I have a out of market customer we are limited to what we can do from the store channel to their account.. for example
1. suspended lines for lost phones
2. Assumption of liability changes
3. Some Esn changes willnot go through depending on the area
4. If ne2 dates or upg dates are off we only have one way of searching and since it is limited we have to call to actually find out what is going on
Basically when I call it is because I have a out of market customer and instead of telling Billy shame on you for going to college in my city and state I try to...
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Working in a call center, I can attest that this is the VAST minority of the calls that come from stores.
I might get a call from a store about an out of area customer twice a month. 3-4 times a day I have stores calling to disconnect lines, change ESN's, backdate price plans, explain bills, BASIC TROUBLESHOOTING.
I've had store techs call saying "Customer can't make calls, I tried OTA and manual programming and basic troubleshooting but the phone still doesn't work. I did everything I can do here you need to file a trouble ticket."
Me: "Did you check the esn because I see you did 2 esn changes here?"
Them: "Yeah, of course I did, I said I did basic troubleshooting."
Me: "Ok, let me talk to the customer." 45 seconds later the phone ...
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I might get a call from a store about an out of area customer twice a month. 3-4 times a day I have stores calling to disconnect lines, change ESN's, backdate price plans, explain bills, BASIC TROUBLESHOOTING.
I've had store techs call saying "Customer can't make calls, I tried OTA and manual programming and basic troubleshooting but the phone still doesn't work. I did everything I can do here you need to file a trouble ticket."
Me: "Did you check the esn because I see you did 2 esn changes here?"
Them: "Yeah, of course I did, I said I did basic troubleshooting."
Me: "Ok, let me talk to the customer." 45 seconds later the phone ...
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I am indirect so I am forced to alot of the time. I have to call you guys if a customer comes in with a defective phone and needs a replacement so you can note it on the account. If I don't the corperate store turns us in and says we are "poning" our customers of on them.
Wich is completly unfair because we are not alloud to do fru's in the first place.
Wich is completly unfair because we are not alloud to do fru's in the first place.
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It's very sad because as a company we are all suppose to be on the same page but we are not...It frustrating from both sides direct verses indirect retail verses the call center..I hate it because sad but true I work in a coorporate store and every store has the list of what they will not do regardless of policy in my area helping out of market customers is one of them you can come to our store and we will be more than happy to help you you can go to another corp store 10 miles away and they will flat out tell you it can't be done...i just think you should treat people how they treat you vice versa if you see I am calling and I am a embarrassment to my position by golly please make me feel like an idiot so I can get some training under my b...
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Why do the corperate stores not like the indirects so much? And why is it that we are not alloud to do near as much as them?
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The only educated answer I can come up with would be the fact that indirect tend to have better pricing than corp stores and since we are not suppose to match pricing it frustrates some people but to be quite honest i think it is a commission thing more than anything it is the sales reps who have a alot of anger toward indirects I am a care rep so basically i see it from both sides indirect and direct you have so many customers claiming they were shot here and infected there so basically just like us we think indirect hates corp so many people are misinformed if 7 out of 15 people would at least listen and actually READ what the contract and terms and conditions say i think it will be a better place but as long as we have people wasting the ...
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See, I would agree with that BUT I deal with at least 5 HIGHLY pissed off people from the corporate store here in town. (I am an indirect) Just last week I had a customer in that had his acount for less than two months. He had activated there without a problem and the minute he had a problem with his phone...BAM...they wouldn't give him the time of day. I think you hit it on the head about the comissions. That is all they seem to be here for. I personally have dealt with them and encountered the same thing. They are VERY pleasant to deal with as long as you are doing an activation or upgrade, but the minute there is actual customer service involved,it's "Sorry, can't help you...we don't do that here" bull...What gives?? I know for a fact tha...
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I agree, it is just here. I have tons of people come in from other towns that are happy with everything, and have had nothing but great luck till they went there. Everyone just needs to realize that %75 of our job is customer service and the rest is sales. If we don't give good service after the sale, we don't get referrals from that customer there fore we are getting no where. Even thought we are indirect, our company is going to be able to do allot of the stuff they can do by the end of the year any way, So the customer has less confusion. I feal like them when I have to say I am sorry I can not exchange that phone. I really do feel like I am being forsed to send the customer somewhere else and is not fair to us, the customer ore the corpo...
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im a csr, im nice to everyone that comes through my phone, the people that i dont like to talk to are the indirects that think they know everything and start demanding things. but you dont come across those to much, im sorry you sales reps feel that way, maybe you guys should all call me!!! i love my position as a csr
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Where are you from Heather?
BTW, My issue with customer care is when they tell a customer of mine, "Well, why do you buy in there when you can go online and get the rebate instantly?" or "sure, we can do that for the customer...just put them on the phone and we will do an upgrade one day early...but we won't do it through you." Crap like that.
By and large though, I only call for phone lines to be reconnected, or suspended. Or to get a FRU mailed to the customer. Or get someone authorized to do an upgrade. Things like that. I do not call for: Minutes of use (Eroes now has this for last three months), check upgrade eligibility date, ESN change, feature changes, etc. Eroes is a very nice tool for all these functions. Oh, and ad...
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BTW, My issue with customer care is when they tell a customer of mine, "Well, why do you buy in there when you can go online and get the rebate instantly?" or "sure, we can do that for the customer...just put them on the phone and we will do an upgrade one day early...but we won't do it through you." Crap like that.
By and large though, I only call for phone lines to be reconnected, or suspended. Or to get a FRU mailed to the customer. Or get someone authorized to do an upgrade. Things like that. I do not call for: Minutes of use (Eroes now has this for last three months), check upgrade eligibility date, ESN change, feature changes, etc. Eroes is a very nice tool for all these functions. Oh, and ad...
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