we are just a stat

I am not talking about you being extremely nice or sympathetic. I am talking about you just helping me when i need it. I am talking about you not automatically assuming that i want you to give me the moon. I am talking about you being someone who is there to help me with my issues & not being the general trying to protect the fortress from being invaded. If i am calling to get my minutes, you automatically assume that I want free bonus minutes & a free handset. I dont need more minutes & a free phone... I have all the minutes i need... AND I HAVE A GOOD ENOUGH PHONE! I want service, not a lecture or sympathy. If i call in to find out what a charge is for, i dont want sympathy cuz i dont know what it is for... I dont want to be abused because...
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YOU TREAT US AS EQUALS? I so want you as a customer... please call in! 🤣

Of course i treat you as equals. I worked for T-Mobile (aka VoiceStream) for a really long time. I know what it is like in a call center. I know that when I am upset, i am not upset at you, I am upset at the company... Therefore, i am not going to take it out on you. I would call in, but it is almost impossible to get past the sst reps.

What's wrong with SST reps? I'm an SST Rep and I'm more than capable of handling calls regarding eWallet. It's either SST Rep or Hold Music until a full-care rep gets on the line.

Then you're a diamond in the rough. 😉

Definite diamond. Ain't many of them.

you are confusing empathy for sympathy.

I have worked retail, and of coarse I'm a customer, and i can tell you why i think things are the way they are.
1) Companies want cheap labor, Cheap = clueless, if they happen to get a diamond in the rough, they don't appreciate them and the employee moves on to another non caring employer.
2) Retail employees are bombarded bye silly questions, and people that want the moon. Good employees handle it as a refreshing brake in the monotony, clueless employees just thinks your a winer and bunches you with the winers.
3) See item number 1

plus matty we are in the busniess of making money I need to eat and I have quotas to hit. sales is always the same hasen't changed in the last 50 year or maybe we could go bact to annoying door to door sales people and telemarketer 😁

Don't get all bunched up inside Vox. All I know is that reps here, will be marched out the door for talking to a customer like that. From my expierence everytime a cus complains about a rep being rude to them, its always a vendor rep or an RM rep.

i agree. at my center if a rep hung up on someone, talked rudley or was anyway inconsiderate like that they would be out printing resumes tbefore you call back to complain. if this is a constant thing maybe your calling a number that gets you to a diffrent dept...what number are you calling? and do you have gsm or digital service?

I have to agree with Matty. Since her first post, she has mostly received asinine accusatory responses. When she responds likewise folks get all twisted out of shape although THEY picked the fight. There's not much respect for others opinions in this blog. I do thank Phonescoop for letting us have this blog. Way to go Matty.

Why THANK YOU! When i call customer service its 611 to GSM. They are aboniable sometimes (not like the snowman haha) People like that are the reason I dont extend contracts!Piss me off bad enough with your crappy service, or lack of, and it is over... I will go to another company. I did it with Sprint & T-Mobile... Dont think I wont do it to you.

Then go then ,either piss or get off the pot!!!! 🤣 🤣 🤣 🤣

one rep does not necessarily represent a company's attitude, but it does shape your overall impression unfortunately.

come on guys keep it real. This does happen in call centers, ALL THE TIME! and yes you will be fired.... if QA catches you! a shame but true. Don't act tike you neighbor hasn't gotten smart with a customer or loud and you haven't though.. da..mn, I can't believe you said that, or started laughing. how many times that you pushed MUTE AND CURSED THE CUSTOMER OUT? PLEASE PEOPLE, K.I.R

Wow... I would fire you... I've no doubt we've all had ill-thoughts about customers... But there is no excuse to get ugly w/ a customer... Not in this field... If you let them get to you while on the phone... Then this isn't the job for you.

I understand venting about it off the phones... but there is no excuse to mistreat a customer... None...

I DIDN'T SAY THERE WAS.....! I SAID THERE ARE OTHER... BAD REPS THAT DO!!! THERE ARE GOOD... AND BAD REPS, and they don't always get caught. KEEP IT REAL!

Yeah...i've done the mute thing..but I've never actually gotten ugly with a customer on the line...Jessica weaver oscc

DAMMIT...I did it again.

Gave your full name or something? I am going to stalk you until I get a free RAZR! J/K 🤣

ACK...all teh more reason this place needs an edit button.


And razr's are totally not worth stalking me. 😛

Ok, then I want a RAZR MPX200 e317 OGO L1200 V515 & A Blackberry

That cracks me up... hahaha... 🤣 🤣 🤣 🤣

You just noted phonescoop... hilarious...
*whipes a tear*

ahh... Do it again... 😁

Interesting moniker, DieSST. I'm an SST rep, I guess you want me to die too, huh. Gosh, it's too bad we're not all infallible like you. 😁

My call center is a vendor and we are ranked number 2 out of all call center's (thats in including cingular's own center AWS's own call centers). Vendor call center are usually way more strict because our customer is the WIRELESS CARRIER, and is CINGULAR is not happy with our call centers performance everybody is fired.

My mom never did sh!t for me

Then she is a horrible person. Ever wish you had a better life? Really... life is what you make of it... if you are sh!tty to people all the time... then you become a sh!tty person. If you are normal and talk to people like they are normal... maybe you can be that way too... Ever give that some thought?

Ignore big daddy.

He's an ass. Just like Agent Debit.

Yeah... Free Mandella!

why you mean to me Jessi? I love you

Aww....Then stop being a meanie to customers, and I'll not be mean to you. 😛

well, the ones who don't deserve it. 🤣

Ouch. I can't believe there are care reps like that (not saying i don't believe you). We're not even allowed to hang up on customers.

I am not the only one this happens to. MY WHOLE FAMILY has ATTWS (Now Cingular) & this sort of thing happens all the time. The thing i find to be the most difficult thing to deal with is SST reps. They have no idea what is going on. When you actually DO get a real cust svc rep... they dont even want to help you.

I understand Maty, your frustration, a lot of us reps try to get your work done fast because of a lot of customers are in a hurry and want to get off the phone and they can be quite rude, when you dont solve their complex problems in 5 seconds. Customer serivce is horrible in this country I am sure Verizon isnt much better, I know T-Mobile and Sprint and Cingular aren't.

WHAT OR WHO IS SST?

In a nutshell... Temp agencies have unleashed their minions out on Cingular (formerly ATTWS) with minimal training. The minions dont know what they are doing most of the time. They cant remember what your question was so they have to write it down. They promise to give you the moon & when it is time to deliiver... its a bottomless pit of empty promises.

Again, I'm an SST Rep and we're essentially a glorified secretary for the - ahem - "real" customer service reps. But hey, guess what..it's a job, and I do the best I can do. In fact, just last night I had troubleshooted a customer's problem so much that the only thing the "real" customer rep could do was get a Tech; and gosh - actually commended me on my thoroughness.

I always - ALWAYS - treat customers cordially; above and beyond what's called for. I had 100% on my OCR stats last month, and my supe stated I had a great demeanor when he listened to my calls. It's sad to see us temps belittled by both the customers and the "real" customer service reps. I expect it with the reps (there are some reps that actually have integrity and hear...
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At least for me SST has been getting better but like all departments there is the good and the bad.

However SST has really brought down the "Q"

Let's all be honest though whether - SST / CARE / RM or just a Customer SOME PEOPLE JUST PLAINLY SUCK - Either at their job or their outlook on life in general.

I don't bag on sst reps because given what you guys got in terms of training just showing up for day two let alone doing the job you are doing impresses the heck out of me. Alot of the rep hostility can be put down to merger related stress, the customer hostility is just displacement. They should be mad at themselves for going over their minutes, or down loading 50 movie trailers or txting their s/o in the philipines 3500 times last month or taking their local plan from New Jersey to Orlando, but that would put them in the wrong, so they might want to be angry at the company, but that is far too abstract, so they really should save that bile for a rep, but they can't wait that long, so you get it -- and because you can't fix the problem and ...
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i hear that, @ my call center we can't hang up either. The customer could be severly verbally attacking you and we have to just take it.

I'm on res desk. The most we can do is place them on hold for about a minute if they are getting verbally abusive. And I mean they have to be ABUSIVE in order for that to be justified.

Wow, that really sucks. In my call center, I can hang up on a customer IF and only IF we warn them and IF they are extremely abusive.

it used to be that way here..but that's all changed. 😢

You are so right Matty. Unfortunately Call centers focus on stats NOT service. It is more important for the CSR's to have low "talk time" rather than provide superior service. Even in the department that I work in (security for Cingular/Spint PCS's insurance) we talk to irate customers all day and we still have to adhere to a 4 minute and 30 second talk time. Yes, I would rather take my time and explain to the customer why they have to go through security before they get their phone replaced, but I MUST KEEP IT BREIF. Sad, but true. Its ALL ABOUT STATS. Just as you are are venting on here, you should write to your carrrier express how you don't appreciate being rushed, and maybe....... if enough people to that, These Call Centers will stop R...
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Here at Cingular... The Average Handle time has to be in between 5 - 10 min... That is a very generous window... 😎

thats great for you. Customer service calls don't take as long as Security calls. EVERY CUSTOMER WE TALK TO IS IRATE. And they don't want to hear a short, blow off answer.

What the crap is a Security call?! You said you handled it for Cingular & Sprint... but i've never had to transfer to a "security" department... What exactly do you do?

Sprint, Cingular, Alltel, Verizon, & AT&T. We do the insurance. (lockline). I am an Insurance adjuster and due to the recent rise in identity theft and abuse of the insurance program (customers filing claim to sell the phones on e-bay, adding insurance to already damaged phones just to file a claim, or to simply get an upgrade) we now have a security department to review this type of activity. So due to the abuse of the program it can sometimes take 2-3 week to get you phone replaced. To sum it up, I am a LIE DETECTOR. Just for clarification... I would NEVER call the customer a lier, but if you lie, I will catch you, AND DENY the claim. I am here to protect the customer and the program from fictitious claims.

Ah... Good deal... I have noticed an increase in false insurance claims, it seems people feel that because it's wireless phone insurance there's no penalty and don't realize that it is Insurance fraud nevertheless... Good to know they're monitoring it now.

yes, we are on top of it. E-bay has made it very hard for us, but we are tracking that too.

matty, we get coached, talked to and fired if we aren't racing through calls in 500 seconds or less, If we seem rushed its because a large part of our job is unfortunately being rushed. All I can tell you is that I try to be polite, business like and concise. I don't always live up to those standards, and I can't speak for the rest of the reps in the industry but I do try, and I suspect that others do as well.

That I think is the biggest crock of sh!t I've ever heard. What kind of justification is that... because over head is lie thats an excuse to lie to a customer!!!! I'm a care rep with ATT/Cing and I never send a customer to the store's anymore unless they have to buy a new SIM card. Its the stores that help create the churn because they are either ignorant as hell or they are all sweet and nice and lie through their teeth to sell the deal. Then its my job to fix it... and sometimes I can't.

you're bitter, it goes both ways, i work in a company store and have to fix cust care issues.

shaaa, like what? Last I heard they took away your access to Siebel. Anything that you do now goes through a request system. (Save for new accounts, of course).

But alas, I haven't worked in this industry long enough to be bitter. Actually I think everything is really funny. Cell phones are like an addiction for some.

i work for cingular.

angry?
yes i am quitting, and it is idiots like you that are the reason i am.

I am not an idiot... I am not that lady who came up to you in walmart complaining about a rebate just because you were wearing your cingualr shirt. I read the post. I know that if I go to a CINGULAR store... THAT is the place to address my concerns... Not WalMart.

f anything... you are the idiot. You think that because i am trying to buy a car charger that I want to buy a leather case for my phone... Are you on the rag? You must live in Bi.tchtown, USA cuz you are constantly in a bad mood. Please find a job where you dont have to interact with people...EVER

reread it a$$hole, i said WAWA.

Sorry if I put some wrong place. What the hell is WAWA... We dont have that here is Colorado...

The point is...

REGARDLESS of which store or mall or amusement park or insane asylum you were in... someone still came up to you complaining about a rebate or a refunbd or something & you had to deal with them in a bad manner. This must be a heavy flow day... Am I right?

HAHAHHAHAHAHAHAHAHAHAHAHAHAHAHAHHAAHAHAHHAHAH AHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHHAHAAHHAHA HAAHHAHAAHAHHA

Ahh, this is what make blogs so great!!!!!!

Megs sure is professional! She keeps a laser like focus on the customer...Hey uhh I am glad people like her are out there driving up customer dissatisfaction and driving customers to flood my que with complaints!

Correct me if i'm wrong... I'm legacy Orange... but uhm... doesn't SST == The Plague amongst blue?

Just a question...

You are RIGHT, they are they tell the customer that anytime there is any extra charges on your bill, let get you a care specialist see what they can do to take those off your bill, then you have to epxlain the bill to the SST rep what actually valid charges, then they then transfer the customer ove to explain it again and the custoer well the reps told i was gonna be credited thats why he transferred me to you to apply it 😲 😲 😲 😲 😲 😲 😲 😲 😲

So are they a Dept... or firmed out?

most of them annoy me. i'm in TDMA AWS Legacy care and SST always is like, I have his number and it won't come up in SIEBEL. So i try to bring it up, nothing comes up in AXYS and i check it in the adjustment advisor tool and sure enough it a GSM AWS legacy cusotmer, almost everytime i speak with SST this happens.

matty, they work off commision. They have to sell things to make money. If they didn't they wouldn't get paid.

If you were a person working off commission, and barely scraping by on the bills, I cna guarantee you'd sell as much as you could. Working off commision is VERY difficult. I know, my husdand does it.

I know too... I did it when I was younger. Let me explain EXACTLY what happened & why i mentioned this when i placed the original post.

I told the sales rep that i needed a car charger. He said that he could get me one but while i was at it i might as well buy all the accessories i needed. I told him all i needed was a charger. He kept insisting that i buy a data kit & that i buy all this stuff i did not need. I told him AGAIN that all i wanted was a charger. AGAIN he told me that he had to get me a bundle because it would make my life easier. I asked him to stop trying to sell me stuff tat i did not need & just to supply me with a car charger. AGAIN he tried to sell me more stuff than i needed. I ENDED UP WALKING OUT.

There is a poin...
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That is different. He is being too pushy.

I didn't see that part of the situation, and Maybe megs didnt' either.

Can't we all just get along? 😢

I would LOVE to get along. I would love to be able to call up customer service or go into a store & just be as friendly as could be. I am not the kind of person to be a total a$$hole for no reason. I am the kind of person who treats people the way they treat me. I am not like alot of people who want something for nothing. I have noticed from many of the posts on this board that MANY of the posters think that EVERYONE wants something for nothing.

well, we've seen and haerd a lot...it totally kills the trust factor. it's unfortunate that good customers get caught up in it..It's not the good customer's fault, or the carrier's fault....it's the bad customer's fault.

And in some cases, the bad CSR's fault. 🤣

And not to mention sst 👿 😈

I've never had an experience with them, so I don't know. haha.

OMG Be GLAD you haven't had to. They can barely help you & they need to "WRITE DOWN YOUR QUETION SO THE PROPER ANSWER CAN BE ASSESSED". It is SO inconvenient. I cant wait til they are GONE.

Yeah..they seem to suck bad. haha.

You mean they aren't gone YET?!

Well, if the store you went to only has it bundled with other stuff, then that's it. If you want the charger enough to buy the bundle, buy it. If you don't want the charger enough, don't buy. I'm sure if they HAD a charger on its own they'd have sold it to you rather than make you walk out empty handed.

Of course, you said no and walked out, which I admire. You didn't actually buy it then gripe about being 'forced' to purchase all of the additional accessories.

yea megs....take your midol.

LOL 🤣

excuse me miss, CSR???
Customer service sucks, i know because i have to call it everyday at this hell of a place i work. they do things for unauthorized users, they lie to the customer to get them off of the phone, and in most places don't comment the account.
and when you need something done, they act like they can't do it when you know very well they can.
we hire in the south because the costs of living is so much less and they hire idiots.
so, no jessi from CSR, i don't need to take midol, i am quitting cingular. i hope i never get you on the phone.

*FFFFT* retract those claws!

Don't take it out on everyopne else.

And not all CSRs are like that.
Usually for ME, it's the other way around, with the store reps and Agents doing all that crap.

Amen to that. If I have to fix another Store Rep lie I'm gonna scream. And don't even get me on the indirect dealers. Oh btw not all SST reps sucked. Most did, but there were 2 call centers that produced good sst reps, the Harrisburg center and the one LA center... the rest, especially those in the south are pretty much pathetic... I just wish the SST reps would stop promising things they can't provide.

Yeah, I deal with the business side of things, so I get a TON of calls where the store rep told them something that wasn't true just to get a sale.

i'm sure she blamed it on a child, most of them do. besides who lets a child play with their cell phone??
only idiots

I guess you don't have kids.

No Sh!T... course if she does I pity kids with her being as hateful as she is.

hateful?? you have no idea who i am.

No I don't and based upon the posts that I've read of yours I don't think I want to.

We dont' have to know you to know you're being hateful here.

No, but your words speak volumes. We know enough.

No Maty's not asking for a lot. He's just getting the worst of our reps. Maty ask for LA next time we will take good care of you.

I wish i could just request a specific person. I remember this girl Brandy who was so WONDERFUL with helping me. Ever since i talked to her though... its been one crappy rep after another.

😳 Crappy reps......whoa so that's what I been smelling crappy reps...... 🤣

Yeah I am sorry about that Maty. You shouldn't have to put up with that. Just be thankful you don't have to talk to our reps in INDIA. Yikes! Thats frustration for ya. Maty when you have problem come here, we will help you.

Yeah, I hate it when the first thing you hear out the customer's mouth is "I need a credit" or "I need an adjustment"

Thats an instant NO right there

i think the biggest problem is aws used to hand out credits left right and center. crediting policy has changed so many times its not even funny. now with cingular its very hard lined. and customers have a hard time adjusting to our "no adjustment" policys. but again i stress. calling in angry yellng and swearing, not only makes your day worse, but it makes us want to just hang up on you...or charge you 200 bucks just for making the day miserable. oh....and supervisors wont help you much. 99% of the time the rep you just spoke with is right there helping the sup run the systems, look up policys and review your account. (altho some sups kick hardcore a$$ and know what they are doing. altho they are few and far between.) to qoute someone somew...
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Then the AWE reps had a credit limit at 500.00. . . no wonder someone had to buy them out!!

i had training with a guy....he was told we had 500.00 bucks per caller discretionary credit to work with if needed. he stared rubbing his hands and drooling....needless to say he didnt last long as a rep.

Please they used to have no limit on credts for reps, IT IS A FACT that through credits and adjustments other then billing errors, as they occasionaly happen, they lost in 2002 100 MILLION Dollars, and in March,2004 for that month alone reps gave out in excess in loyalty credit in just 1 centre $1 Million Dollars.

Thats when ATTWS implemented the $500.00 limit, but the best part is there no restrictions on DEBITS, I know I debited an account in excess of $1000.00 for roam fee credit, as customer was credited 1 month for roam fees and educated and 3 months later, 3 reps at 3 times gave her credits for the same issue IN SPITE OF THE NOTES FROM CC REPS AND SUPERVISOR who applied credit and educated the customer with a callback. 😲 Man it f...
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you really are a bitter petty little creature aren't you Debit?

Honestly, that is why I am so glad I'm a Verizon customer, even though I work for one of their competitors.

TAKE A CHILL PILL. 😛

matty , if you read what I said, and apply some of those comprehension skills that I am sure you picked up along the way to adulthood, you will notice that I never not once ever mentioned offering credits. Going beyond the expected to me means answering all a customer's questions, digging at a problem to get to the cause, patiently walking a customer through the steps to set up some aspect of their service or calling around to every store in the state to track down a piece of equipment or accessory that the customer needs. I don't throw credits around because credits don't fix whatever the problem is.
Once again, if you call in and treat the rep with a little respect, and show a little patience while they sort out whatever the mess is suck...
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Call up being all hostile and you will get substandard service.

Why have customers not figured this out yet? I have to wonder why the old addage "you attract more ants with sugar than vinagar" isn't used anymore. Or is it that people have devolved to the point where they don't 'get' the lesson in the old saying? *shrugs*

Food for thought... I, as a res desk rep, tend to issue more credits to people who are calm, rational and respectful than I do to people who are yelling, ranting and raving. How do you speak to me?

um....what about the fact that the uh....president is using the mergers of aws and cingular, and sprint and nexttel as a giant consipracie to take ovber the wireless industry and put it unde the control of bill gates...they can then utilize this massive network to corrdinate overseas to the secret military instaltions disguised as oil refineries, and eventually take over the world via a clever series of massive mergers? or maybe ive just had too much sugar....

sugar?? HMMMMM..........what was it really??

Yeah...and then using that...(somehow) to conspire to make it seem like the terrorists attacking us, so he can stay in power!! AHH


Or not.

it could happen....they already have phones that can take your picture. world domination is not far behind!

😲 PHONES CAN TAKE PICTURES NOW? DAMN!!! I've gotta get me one of those ones!, I'm tires of using a piece of string and 2 cups.

ecks dee.

uhh...yeah....and dont forget the draft!

speck said:
Iraq == Vietnam

The "Save our troops!" bumper stickers are a waste of money... Why would we care about saving our troops now after we've sent them to their deaths?

A mother recieves a letter in the mail telling her that her beloved son had been slain "protecting her from terrorists"... Her heart breaks as she falls to her knees in pure agony... All that was meaningful in her life gone... She feels robbed and blames the world... Never once realizing that she voted for Bush a month ago... She signed her son's death warrant when she chose that name on the ballot... Have a Merry X-Mas Funeral...

Damn dude have a heart, get in the holiday spirit!

repCB said:

speck said:
Iraq == Vietnam

The "Save our troops!" bumper stickers are a waste of money... Why would we care about saving our troops now after we've sent them to their deaths?

A mother recieves a letter in the mail telling her that her beloved son had been slain "protecting her from terrorists"... Her heart breaks as she falls to her knees in pure agony... All that was meaningful in her life gone... She feels robbed and blames the world... Never once realizing that she voted for Bush a month ago... She signed her son's death warrant when she chose that name on the ballot... Have a Merry X-Mas Funeral...

Damn dude have a heart, get in the holiday spirit!

...
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got one for you just got off an esc. call, cust tried to tell me that that his number had been ported to Verizon in July and wanted to know why calls from that phone were being billed to his AWS acct, addv cust that he ported Sept, all he did was yell at me that he didnt and hung up the phone

lol. 😁 i suppose he hoped that you wouldn't ckeck the account @ at all & just give him credit for the past 6 months...*snort* 🙄

yeah dont know what he was smoking, but i would mind some 🤣 😈

"Sir, we do very much appreciate your loyalty to our company since the activation of your account in January 12 2002. How can I help you today?"