superior posting and the relevancy of too much time on your hands
this is directed mainly towards ad and agent debit. now i dont mean to come across as insulting or vindictive, since these people have replied to my own posts. i just get the impression that your coming across as rather condecending and rude. everyone makes mistakes and and can misread information. in alot of cases when it comes to policys it can go either way. its all judgment calls for reps. as an example, the 60 courtesy air minutes stacking with the 30 and 15 promos, in some cases, depending on markets this can be done. but its market dependant. this is from an ops manager and a sup and trainier. granted sometimes people forget to mention certain things. everyone does it. myself included. but when trying to "correct" someone telling the...
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rep1of2000 said:...
this is directed mainly towards ad and agent debit. now i dont mean to come across as insulting or vindictive, since these people have replied to my own posts. i just get the impression that your coming across as rather condecending and rude. everyone makes mistakes and and can misread information. in alot of cases when it comes to policys it can go either way. its all judgment calls for reps. as an example, the 60 courtesy air minutes stacking with the 30 and 15 promos, in some cases, depending on markets this can be done. but its market dependant. this is from an ops manager and a sup and trainier. granted sometimes people forget to mention certain things. everyone does it. myself included. but when tr
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yes my grammer and spelling sucks....i wont deny it. ads reply to this prooves my point exactly. i was not stating we "pick and choose wich policys to follow" i was stating that there are a whole lot of policys, and conflicting policys often exist. you can disproove one situation and say "no" by following policy a, and yet aproove and say yes to the same problem by following policy b. look at the trust and adjust. and every time a policy has information about credits it almost always comes down to reps discretion, or upon escalation. you again prooved my point to the original post by being condesending, and insulting. try posting and having a conversation instead of constantly berating people. id also like to know what posistion you hold in...
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Which policies? Only thing we've had to do was not to order a blue phone without supervisor approval. And to trust and adjust and give credit if they want it if it's a first time offence. Which boggles me considering they said in team meetings that our center doesn't give enough credit out and Cingular doesn't like that. And that we are to give give give and make the customer happy. blah blah blah.
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😳 What call center are you in? Cingular does not waive fees and will only credit a charge if it's a blatant system error. (Billing error... etc...)
"misunderstanding" credits can be no more than %50 and once a year... It also has to be a genuine misunderstanding as well or audit will catch it.
These are Cingular's policies.
"misunderstanding" credits can be no more than %50 and once a year... It also has to be a genuine misunderstanding as well or audit will catch it.
These are Cingular's policies.
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speck said:
😳 What call center are you in? Cingular does not waive fees and will only credit a charge if it's a blatant system error. (Billing error... etc...)
"misunderstanding" credits can be no more than %50 and once a year... It also has to be a genuine misunderstanding as well or audit will catch it.
These are Cingular's policies.
Thank you very much speck, the problem is that Blue reps decide to follow the old ATTWS policy pre merger, which were designed to take it up the ass for the customer, in order to keep them on service for the merger, the problem, after merger we were given cingular P&P, which reps,most not all ignore and follow the old p&p.
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I work in a center that was Blue and just before the holiday season we were all told we weren't being generous enough and they basically opened the "credit gates".
I don't agree with it and prefer a tighter policy but that's what we've been told.
I don't agree with it and prefer a tighter policy but that's what we've been told.
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That's strange... Are you guys outsourced? Are you now fully Orange? Do you guys have access to CSP?
If you do I would print up a copy of protocol and share it with your director.
If you do I would print up a copy of protocol and share it with your director.
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Outsourced, yes.
Not really Orange at all but I do have access to CSP.
My team and another are specifically taking Carolina calls until February (I think/hope).
Not really Orange at all but I do have access to CSP.
My team and another are specifically taking Carolina calls until February (I think/hope).
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Tebor0 said:
Outsourced, yes.
Not really Orange at all but I do have access to CSP.
My team and another are specifically taking Carolina calls until February (I think/hope).
Well thats fine and dandy tebor0, cuz those customers in the carolina's are going to suncom, but we are talking about the rest of the customers that are staying with cingular. policies as to thise customers are being ignored.
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Why is it that everytime someone says something that people don't agree with they ask if we are outsourced? That has nothing to do with it we ALL GET THE SAME Training it's a personal thing each rep is accountable for their own job unfortunatly most don't care and trying to motivate them to do their job is easier said then done in this industry. Outsourcing has nothing to do with it (unless it's SST then it's just lack of training) and that's not the reps fault as much as they drive us all nuts they just don't get training apparently
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Officially I think the policies you described are the ones we use but in general we were told to give more. Discretion should be followed of course but the overall feeling I got from the meeting was that we should be more willing to credit. 😡
In the same meeting we were told our center traditionally gives out about 30% less than others so this may not apply at all depending on wether or not that is true.
In the same meeting we were told our center traditionally gives out about 30% less than others so this may not apply at all depending on wether or not that is true.
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Shoot, I'd be happy that I give out less. I'm an Orange rep, and I seem to get the most issues with adjustments. I'm within Protocol 100%, but STILL I have AVERAGED $4k in adjustments the last 3 months! 😳
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That is pretty high... Fate must not like you. Directing that many credit deserving customers.
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i think ive given out 300 bucks in credits in the last 3 months.....i dont hand out credits very often. maybe im lucky....i dunno.
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once again ad your missing the main issue here. regardless if EVENTUALLY they will be suncom....or sprint or verizon or who the f*** knows...they are OUR customers right NOW. wich means they have our policies to follow, and depending if they are aws or cingular makes a big diffrence. aws still has policies that govern blue customers. those are alot diffrent from orange polices. orange is very black and white. blue is not. theres alot more room to work with on the blue side of things. i pity those people on current blue plans, who have been with us loyally for years...and as a result have a lot of promos making there particular plans really great. now they will be filed away as numbers on a stat sheet with no loyalty hisory and treated as a n...
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