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POLICY AND PROCEDURE VS. Principle

BadAgent

Aug 17, 2005, 10:09 PM
Okay .... Your mother/father/wife/husband/boyfriend/girlfrie nd/sister/brother/life-partner/mistress/suger daddy/son/daugher dies ... your on a TMDA Local plan for $29.99 (plus tax) for 250 daytime minutes (HCA is in the New York State area). This tragic death occurs in California (CLEARLY OUTSIE YOUR HCA) and you end up going over your plan minutes by 1000 for an extra charge of $400 ... now your pissed off because of this event you shouldn't have to pay ... you say it's about the principle of the matter

well NO .... it's a sad event BUT Cingular has 40 + million customers and each and every single customer is going to have a different principle on each situation that they go through in life.

That's why Cingular came up with an idea to...
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BadAgent

Aug 17, 2005, 10:13 PM
(last thread got too long)

Another thing ... If you call in 6-7 times about the same issue, and get told the same thing 6-7 times ... HOW CAN IT BE WRONG????

Why does this not sink in with customers? I really don't get it

And when I ask for you wireless phone number and you give me your life story about your dog taco and the bows you like to put in his fur and then your grandmothers sisters aunties girlfriends social security number because she won a purple heart for making cupcakes at walmart in the 30s during the depression ... you deserve to be hung up on by customer care

When ya call in for help ... just know your wireless phone number ... I honestly don't think that that is being unresonable!!

OK I'm done my rant now and ...
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colione112

Aug 20, 2005, 12:37 AM
I love it.. I'm in a store and at least once a day somebody comes in and needs something done on their acct, but feels the need to tell you their recent history with our company because they are hoping it will get you sympathetic to them...

I dont care if you've been a customer since it was comcast, or metrophone, or whatever.. we're here and now, not 12 years ago when you first signed up. Don't get me wrong, i like the fact they've been a customer for so long, but it's not gonna get you a discount/free phone that is $300/free accessories....

No matter what you've managed to weasel away from us in the past, it's not gonna happen anymore, especially with me.... so give up, pay for the phone, accessories, etc. and stop complaining...
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BadAgent

Aug 22, 2005, 6:43 AM
it's monday ... lets pray for a decent day
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phonesmart1

Aug 24, 2005, 2:09 PM
I think you both need to find another line of work. Don't forget about WORLD CLASS CUSTOMER SERVICE.

Customer Bill of Rights:
1. Honesty and Truthfulness
2. Friendly Service with a Smile
3. Appreciation
4. Courtsey and Respect
5. Individual Attention
6. Fair and Full Value
7. Satisfaction Guaranteed
8. Professional Service
9. A Safe and Clean Environment
10. Fast, Easy, and Hassle-Free Service.

You need to adopt a service type of mentality...Not negative as you both are. You should adopt a "world class approach" to your customers. After all, if it were not for them, you would not have your job. Do something extra for your business, except for talk about them behind their back...continually improve, and use a tot...
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Jamie_Wolf

Aug 30, 2005, 3:58 PM
Umm what the **** are you talking about? Most people in call centers and stores strive to provide "WORLD CLASS CUSTOMER SERVICE". However, we are not required to bend over and take it in the butt just because a customer hadn't read the TOC and didn't make an honest effort to understand what plan they have. We aren't required to treat one customer better than another just because THEY don't feel that they should have to pay for services that they've used. Policies are set so that everyone gets fair treatment, why should we bend the rules for anyone?
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phonesmart1

Aug 31, 2005, 10:45 AM
Hi Jamie,

In order for any organization to develop a world-class organization, they need people (ie, employees) like you to work with and deal with customers questions, comments, and concerns. Many people don't work with the public for just this reason alone. They don't like to have to deal with the many problems and issues that arise. Representative positions are the 'front-line' to the public. Remind yourself that the "Customers" are the reason that you are there, regardless of how "you" may feel about them or their issues. As far as your analogy of "taking it in the butt", check with your Regional Manager before you decide that your dealing with certain situations is 'actually' "taking it in the butt". From the comments that I've...
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