Retail employees
why does it seem that store reps always give out misinformation.Is it because you have a different objective.....eg:my responsibility is Customer Care, would yours be to sell,sell,sell. please reply.
...
Hey, whatever they can say to put the responsibility for something on someone else and get the unprofitable customer the heck out of their face...
Misinformation annoys the heck out of me, especially when a store rep sees a phone that has a polka dotted diplay (missing keys, liquid exposure, etc) and tell the customer, "yeah, that's covered under warranty. Call this number and they'll send you a new phone." Gets the customer out of their hair, but makes them escalate to me for misinformation.
Misinformation annoys the heck out of me, especially when a store rep sees a phone that has a polka dotted diplay (missing keys, liquid exposure, etc) and tell the customer, "yeah, that's covered under warranty. Call this number and they'll send you a new phone." Gets the customer out of their hair, but makes them escalate to me for misinformation.
...
What kills me personally is the IMMENSE number of blue (the only accounts I still deal with) sales reps who add 5 gazillion "commissioned" features to the customer's account without the customer's knowledge or request, leaving ME, the CCrep to get bitched out about it
...
Hate to say, that happens on the Orange side too. But, it gets fixed before the first bill, usually, when they read the Service Summary... 😎
...
Yeah, thats if the customer actually gets it. There is a mall down the road from my cingular store, and theres an odd att now cingular store adding on a ton of features, and not handing out the summary. It prints out on the contract, but they tell the customer they get it free for so many days. There are free trial periods on rs for 60 days, but not for things like txt and internet. They then inform the customer that my store is a corp store, which is not by the way and that we would be more than happy to help them with any problems, phone replacements, returns, and bill credits. None of which we can do here unless you bought it here. Even then we can only return or exchange.
Just yesterday I had to deal with the customer who bought their ...
(continues)
Just yesterday I had to deal with the customer who bought their ...
(continues)
...
I report EVERY retail rep who adds the features on, causing me to have to credit an account for a customer that didn't request or use the stuff, out of pure loathsome spite
...
I don't know about misinformation, but as far as referring customers to care I do it because care has more resources than we do at the store level. My responsabilities at the store level are sales. If I can't help a customer then they are wasting my time and thiers. I will not sit and argue with a customer over billing issues that I cannot fix. it decreased my productivity and in the end my paycheck. I tell the customer there is nothing that I will be able to do in the store but I can get them on the line with care or billing or whoever can fix it. If a customer has a phone that is damaged I say straight up that (if the damage isn't covered by warranty) the phone won't be replaced by warranty, then I notate the account. I can't tell y...
(continues)
(continues)
...
More resources at care? How can that be? The only thing they'd be able to do to get the customer a new phone is to sell them one... and you could do that.
Or, if the care rep isn't on the ball, they'll shuffle the customer off to warranty exchange, where they will find out that the big purple splotch on the display voids their warranty. Then, the customer becomes a retention risk.
Or, if the care rep isn't on the ball, they'll shuffle the customer off to warranty exchange, where they will find out that the big purple splotch on the display voids their warranty. Then, the customer becomes a retention risk.
...
I don't know if you read his post, but he was stating he'd send people to care about billing issues and such...Not just to get a new phone.
...
I understand where you are coming from and i greatly repect that you are "straight up" with the customer. It just seems that the very high percent of sales reps do the exact opposite.
...
You really have to take what customers say with a grain of salt. Yes, I agree that some reps are handing out misinformation (often 3rd party reps), but the customer is also out to maximize thier take on the whole exchange so they are offer thier own versions of misinformation so as to throw a bit of confusion into the mix. Now I am not saying it is all customers and no reps, I am just saying that there are a number of factors to consider when making a claim that reps are spreading misinformation. I really think that the majority of it isn't in fact misinformation but rather miscommunication.
...
I used to be angry about this, now I just remove the stuff they don't want and credit back for the month on the bill.
...
Well, there are problems on both sides. I know in our store we tell every customer about the "promotional offers." They almost always bite on them. The problem is, alot of them forget that they need to call in to pull them off or come by the store to pull them off or they will be charged for it. Remember, a customer would rather blame the rep for "not telling" them than look stupid. Now I'm not saying that there are features that get added without consent, because it DOES happen, but probably not near as much as it would appear to care!
On the retail side, we get to deal with the "well care said so-and-so" and try to filter out the customer trying to work the system. I know there are times when care does forget to note an account, but not...
(continues)
On the retail side, we get to deal with the "well care said so-and-so" and try to filter out the customer trying to work the system. I know there are times when care does forget to note an account, but not...
(continues)
...
