Store Reps = Pissed Off Customers
Does anyone else notice how the store reps seem to add features like Safty Packages for $5.99 and credit them for the first month without telling a customer. It makes me so mad because they get commission on this and then we have to deal with upset customers.
Which is why i always tell customers to go on there own choices on phones because a rep will try and upsell because they work for there money.
Just a Thought.
Which is why i always tell customers to go on there own choices on phones because a rep will try and upsell because they work for there money.
Just a Thought.
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I have written up so many store reps. for adding commisionable features without customers consent. The worst part is most of them are free for the first 2 months which is then outside the 60 day dispute period (clever company people) and almost all customers just look at what they owe and not what their actually being charged. Then I get the pleasure of adv. them they can go down to the store for a credit but the store reps. will LIE and say they cannot even though I have been told over 10 times by anybody and everybody in this company they CAN, so then I just issue the damn credit and tell them to watch their bills from now on.
When customers tell me they are going down to a store to get a phone I adv. them to be EXTRA careful and have t...
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When customers tell me they are going down to a store to get a phone I adv. them to be EXTRA careful and have t...
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the other thing I do, is send them to the store, tell them the dispute should be directed to the in-store rep, and mention, that they will likely say they can't. I now tell the customer to call back in to Care while in the store so it's not an issue of he said, she said, and if necessary, we will speak with the rep, and review standard policy and procedure with them if the store rep was not aware of how to do their job. Ha
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I believe that the policy on commision has changed and the customer has to keep it on the service for 60 days now, not the previous 30, for the commision to be approved.
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This is true, it is 60 days. (in training now)
One of the unexpected perks of being CSE trained.
One of the unexpected perks of being CSE trained.
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Good to know. But still you have the DUMB customers that dont look at the bills.
Nah we just send you out the bill for lighting your fires.... Thats it...
Nah we just send you out the bill for lighting your fires.... Thats it...
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I make it my personal mission NOT to refer people to in-store locations. Even worse are indirect dealers. But as for the store reps who are on the AWS payroll, do they only require a 7th grade education? I advise customers to go in store to check out demo models, then call us back to order, or go online. I explain that they are "sales oriented", and are solely concerned with the profit they will receive. And I take great satisfaction in inquiring to customers whether or not they requested Mobile Assist $2.99 for example whenever I see them on account, just to bring it to their attention, and usually result in removing it, which means they lose their "commissionable feature". My spiteful attempt at getting back at thos eidiots. Ha
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I couldn't be a store rep. It's just inconceivable to me that anyone could do that in good conscience. 😕
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