CSS? YOUR TAKE
Does anyone happen to like, use, or hate the Customer Service Summaries? I am reading the posts about customers, and Cingulars service to them, and all that I can think about is these things, and why Cingular did them. Does anyone know if they are doing any good?
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I think it's helped, because it's basically everything a good sales rep has already told you in writing. If a customer has those "simple" questions, they can use the CSS for a reference. I don't think everyone "needs" it, but it's nice. I do think everyone who orders a phone through the mail needs to have one, as clarification to what they've agreed.
I like using quotation marks.
I like using quotation marks.
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I think that they are good. Like I said in another post, I think that Cingular had a quick fix to alot of problems in that. They still haven't perfected the system on it yet, but I am in hopes that they will. They are supposed to help the customer to not have to call customer service, especially within the first couple of months. It should be run thru with every customer. Especially the bill part. Customers do not read their bill because they don't understand it, and don't want to take the time to try. If we give the customer a brief tutorial so to speak on billing and how it is layed out, and what extra(usage) charges CAN occur, then I think that there would be less calling. I know that it will not solve the problem, but I bet it wo...
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I'd like for them to have a read through of their bill estimator printed on there with it. The most important thing in a store is really time, and with the CSS not being available to print until the end of the transaction, it really drags out the sales process. The CSS should be a take home version of what the rep already told you. A sort of Study Guide, maybe?
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It takes me 3 more extra min. to go thru it. Most of it is repetition, but obviously needed. I have had fewer customers coming back to me with questions about their new accout, I am assuming because I took a few extra min. with them. It has really saved me so much more time in the long run. They were not intended to be just put in the customers bag. Before the formal release of these, we had mock ones that we used, and on those the customer had to initial by every section. THAT was a pain.
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Even tho it is a pain, I wish the customer still had to initial. It's just an extra step and verification that the customer knew at the POS what they were getting, which ultimately saves us time on the phones. I realize that the stores are often busy and shorthanded, but before a customer can be activated, their sigs/initials should be put down, even if it's just a one year deal.
IMO of course. =)
IMO of course. =)
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According to our training, the CSS has caused a drop of 33% in customers calling in within the first month or two. I don't know how old that stat is as I only had the training a few weeks ago. I believe the CSS started late last year sometime, if I'm not mistaking.
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see, that is a pretty good stat (if it is figured out correctly by cingular). It would just make everyones job a little easier. Im glad for that. The contract is what they put their blood on, the CSS would take too much time to inital. When we did that, it took up to 10 more min. to finish with any one customer. Efficiency and time are still important.
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They are often very inaccurate and confusing for the customer. Especially if they are doing a port-in with a family talk. The bill estimator is often incorrect. Its a pain for us as Reps and for the customer as well.
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It definatly has flaws, which I pointed out. But it can still be of use. If it is a situation with errors, I let the customer know to disreguard that portion, but still explain how the bill will be layed out and how you can easily get usage charges. There is not going to ba anything that Cingular does that is going to go over well with everyone.
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