CS Reps
I'm sick of them acting like we are up to no good whenever we are assisting a customer.
Just like this one rep got mad because I would not give the cus $85 credit because they price matched. Per policy we can not do anything in my center if the store and rep chose to do it, then they can handle it. Funny thing is the rep called in 10xs after to get the credit that was still denied and is now thankfully reported. Love the monitoring team.
Also, reps call in, and ask our reps to do credits a LOT of times, just so the rep can add a feature and get a sale.
Do you realize our reps get scored on how many credits they give out? It has to average under $5 per call, this means that if someone calls in requesting a $100 credit, that the rep must give out $0 for the next 19 calls, in order to be in the green.
This is something they can get written up for, too. I'm not sure if store reps think our agents can credit all day long with no repercussions?
They don't understand we get aduited and if the cus had it waived or credited before recently or a few times back, no we will not credit them again they understood at that point it was valid and was reinformed of it.
I always quote the res ids. Pretty much I feel if you promise them a credit, you give it to them don't call and waste our time. Sometimes you get scored bad on quality for given out certain credits.
Really, that’s it?
I can understand not wanting to give money away but that seems really low. I am sure that is for all companies not just AT@T but wow that’s low. What do you do if you have 2 or 3 people call in a row with real billing problems?
But if you are not a credit everything rep then it does not hurt you so badly. Right now I average $2-$3.78 in credits according to the last two weeks.
I was thinking if a Rep forgot to put on a TXT plan or somthing you all were going to take the hit. Glade it a little better then that.
Islander37 said:
The customer is always right. Nothing else matters, ever.
Your bill says my little 15 year old Johnny used 2365 texts @ $473.00 charges to me. There is no way for him to have done that. Billy is a sweet boy and he said he only sent a few text messages...
Islander, you wanna give away the farm. I hope you don't work for the same company I do...