Points to consider for our "beloved" AWS dealers.
1) We CANNOT program a phone until it has been charged. Phones are not charged while in the box. Please advise them of this. 😡
2) Please, PLEASE...don't just add commission features to accounts without checking. I've removed like 70 of these from accounts...people in college and business people who travel don't need Wireless Office. 12yr-olds don't need Mobile Assist. They don't need cell phones, but that's another matter entirely. 👿
3) You guys have many of tools we do. For instance, you can program 1-touch VM dialling. Why not earn the cheque and help with that kind of thing that's 400% easier to do in person, rather than on the phone? 😉
Just sayin'.
2) Please, PLEASE...don't just add commission features to accounts without checking. I've removed like 70 of these from accounts...people in college and business people who travel don't need Wireless Office. 12yr-olds don't need Mobile Assist. They don't need cell phones, but that's another matter entirely. 👿
3) You guys have many of tools we do. For instance, you can program 1-touch VM dialling. Why not earn the cheque and help with that kind of thing that's 400% easier to do in person, rather than on the phone? 😉
Just sayin'.
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Oh Nuwisha thank you, you have said what I think multiple times every day well working in the call centre, and I have in fact had a 13 yr old with Mobile Asisst that they didnt even know what it was, and yes Wireless Office on minors accts as well, thank you for saying what many of us feel
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although i am not a dealer i can see why they add those type of things after all they do get commission. do you think you wouldnt do it? only thing is we have to clean up the messes that others cause and we are the ones who get yelled at.
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PLEASE please also do not sell a customer a phone and then tell them to call into CC to get it activated!! We have had cst call in DAYS after purchasing equipment and screaming because it doesnt work! WHY?? Because no acct was set up for them! How hard is it to call in, get the migration completed and have a HAPPY satisfied customer who will COME BACK TO YOUR STORE!! I know wait times are long but we are ALL up to our eyeballs with calls.
You maybe making a few bucks on the quick but in the end you have only destroyed any hope of repeat business.
You maybe making a few bucks on the quick but in the end you have only destroyed any hope of repeat business.
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hey 1800imagine this ,a man has to wait on hold for 3 hours to be denied credits, because of roaming charges you said he would definatly not get witch he cannot pay ,in which goes to rm then collections,so he cant get credit to buy a car to drive to work to keep his job whitch pays for his mortgage, and his family leaves him because of his selfishness, and he sits in his skid row apartment crying all night etdc etc etc ,,,,,oh and do the right thing and do your job, before that unhappy customer comes back into the store and blows your face off with a shotgun...
just a thought... 😁
just a thought... 😁
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What MY PRETTY FACE?? no way! lol well ya know Im thinking if I was working F2F with the public I would make pretty DAMN sure the information I was giving out was accurate. I mean they know where to find me! I dont know why but dealers seem to be a leading source of misleading or just inaccurate information and I cant understand the mentality that causes them to do it. Is it ignorance or lack of anything resembling professional ethics? Any one care to take a guess?
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Amen to that one!!!!
ALL AWS employees should have to go thru new hire training. Why not invest in training the person so you don't have to pay for it later by dealing with angry customers, angry CSRs and totally avoidable credits and adjustments??
ALL AWS employees should have to go thru new hire training. Why not invest in training the person so you don't have to pay for it later by dealing with angry customers, angry CSRs and totally avoidable credits and adjustments??
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uh, I don't know if you're a dealer or not trep, but...attws employees are always given training classes as well as monthly and daily updates with new info./ refresher courses. I'm sure some of their reps think that dealers need to attend classes so they know what the hell they are selling, not picking sides, but that's what I hear from sides. Everybody complains about something!
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P.S.
If you dealers don't like what you do or how you are treated....leave! simple as that!
If you dealers don't like what you do or how you are treated....leave! simple as that!
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Yes, I work in a direct AWS call center. STORE reps do NOT go through the same training as CSRs and I think they should. Monthly updates on a piece of paper do not cut it. One of our managers at our call center flat out told us that store reps/dealers are not trained the same and that's part of the problem with misinformation happening at the store. And she's the AWS liason to the stores. If there is a problem with a store/dealer, it's reported to her.
A new hire CSR goes thru approx 6-8 weeks of training before they are put on the floor. Which is 2 weeks more than I got 3 years ago. Store reps need the same thing. They need to know EVERYTHING about the company prices/promos, etc.. They are representing AWS face-to-face.
A new hire CSR goes thru approx 6-8 weeks of training before they are put on the floor. Which is 2 weeks more than I got 3 years ago. Store reps need the same thing. They need to know EVERYTHING about the company prices/promos, etc.. They are representing AWS face-to-face.
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I thoroughly agree with Trep. I have had situations where store reps REFUSED to deal with a customer. REFUSED to apply CUP pricing. I am talking about AWS stores!! Customer calls into us and it requires alot of empathy and de escalation to deal with them and keep them as an AWS customer. Im not saying ALL store reps are bad because they arent. I fully appreciate that their hands are tied to some extent due to the poor training they get. Its hard enough for phone reps to keep abreast of all the information they need, and CCnet certainly isnt much help. Poorly organized and frequently contradictory if not downright out of date. How can anyone do this job without sufficient training? I know that my department has taken on 5 different projects ...
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Well I am one of these Dealers you are taking about and I am tired of hearing the bashing on here! 👿 You people have no room to talk! You have no idea how many times a day I get customers in here saying the CSR said to come into the store and you will help me with my bill and show me how to use my phone I bought off the internet ECT ECT.... This is a retail store not a customer service store! We have quotas to meet and if we have to do your jobs it takes time from us doing ours! I am sure that there are some bad Dealers but there are also some bad CSRs don't lump everyone into one category!!!
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thats no excuse for ****ty service on anyones part. we have handle times etc and thats no better then quotas but no excuse for **** service
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Tell ya what Batterysaver, you tell all your sales buddies to stop adding features to customers accounts that they don't want, add the features that they do want, get the promotions and plans set up correctly, make sure the customer is fully aware of the activation fees, 1 or 2 year contracts, that yes, they can be charged roaming fees on the national plan, and no, long distance included does NOT mean they can travel anywhere in the United States without roaming, Canada and Puerto Rico are separate countries, thus ld and roaming would apply, toll free numbers do not mean you can talk as long as you want and it's a free airtime call. And I will tell all my care rep buddies to stop sending customers into the stores for help with their equipme...
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