ATTENTION Orange reps!
First of all, this is not meant to be a battle, but it needs to be said.
I have received calls from "O" (Orange) reps with Blue accts that haven't even bothered to ask the customer's name. Just a suggestion, have some common sense, ask the flippin name. Put yourself in their shoes, would you want to be asked all these questions to find out that they need to be xfered? Come to the Blue side and have to repeat everything ALL over again? I know that I wouldn't!
When you call to the Blue side, ya'll need to have some respect toward us. We are NOT the enemy ya know. We are customer care reps just like yourselves. Some of ya have no manners and demand our ID's but won't give theirs...mmmm wonder why? I know why. FEEDBACK ON YOUR ASSES!
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I have received calls from "O" (Orange) reps with Blue accts that haven't even bothered to ask the customer's name. Just a suggestion, have some common sense, ask the flippin name. Put yourself in their shoes, would you want to be asked all these questions to find out that they need to be xfered? Come to the Blue side and have to repeat everything ALL over again? I know that I wouldn't!
When you call to the Blue side, ya'll need to have some respect toward us. We are NOT the enemy ya know. We are customer care reps just like yourselves. Some of ya have no manners and demand our ID's but won't give theirs...mmmm wonder why? I know why. FEEDBACK ON YOUR ASSES!
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oh man, i can definitely understand where you're coming from. first off i'd like to totally apologize on behalf of the orange side, since i know for a fact that a lot of our reps will just dump customers off onto care so they don't have to deal with them.
me personally, i always always always get a care rep on the line first, tell them the customer's information, and then ask if the rep will be able to help them. if they can't then i just ask who i need to speak to so i can get the issue handled, then i call that number. there's no reason to just cold transfer a customer, they get lost in the phone tree even more than we do.
it's called common courtesy. i'm glad that some of us have it.
thanks again blue side, i know you've saved m...
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me personally, i always always always get a care rep on the line first, tell them the customer's information, and then ask if the rep will be able to help them. if they can't then i just ask who i need to speak to so i can get the issue handled, then i call that number. there's no reason to just cold transfer a customer, they get lost in the phone tree even more than we do.
it's called common courtesy. i'm glad that some of us have it.
thanks again blue side, i know you've saved m...
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hehe, you're incredibly welcome scotian! i'm glad that we have reps like you to keep us in line!
xoxo
xoxo
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LOL I'm not trying to keep anyone in line. I just want to let the "O" reps know that what their doing is wrong and need to stop. They are frustating us as well as the cus, I'm sure it goes both ways. I can only speak on what I experience.
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Seriously, the only time I ever cold transfer someone is when they call me and say they need to reset their voicemail. And like today I had this Tiger team rep call me, told me the problem with a blue tdma to orange gsm migration. Seeing as how I'm a blue gsm NBO rep, how was I going to help this guy considering the fact that I have no orange logins and minimal tdma access?
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I'm in NBO. That's not are thing, all we are supposed to do is order phones and set up new lines. And it's BEUC that I would xfer em to. *shudders* BEUC *shudders*
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megaman0121 said:
I'm in NBO. That's not are thing, all we are supposed to do is order phones and set up new lines. And it's BEUC that I would xfer em to. *shudders* BEUC *shudders*
NBO does more then that. I can't believe that ya'll don't know how to reset voicemail. That's terrible. I'm not trying to put you down, just that its official, Customer Care is really the jack/janes of all trades.
I get a lot of push back from NBO. NBO says its NBS that we need and vice versa. I know who does what and I call them on it.
One dude yesterday tells me that I can order a blue fon for the customer.
Scott(NBO) says... you can order the fon.
I say Oh really?! Since when does care order fons for fan...
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Yeah, Care does a lot and they have to put up with more sh*t. But believe me when I say we don't reset voicemail. (Not even sure which program does that) and technically we're not supposed to cancel specific lines but I still do on occassion
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One thing I do find, is that blue reps don't cold transfers as much as orange, and that really really helps. At least I'm not having to transfer them back into the IVR if I can't help them.
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I try not to cold xfer them as much as I can, especially if it's trying to get the Orange side. The annoying thing I find is that the Orange stats policy is rather annoying and the fact the they keep changing numbers every week makes it that much more difficult.
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shscaptain1234 said:
One thing I do find, is that blue reps don't cold transfers as much as orange, and that really really helps. At least I'm not having to transfer them back into the IVR if I can't help them.
Are you an Orange rep?
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Ha ha...well it's hard to explain what I am. I'm in the migrations dept. We're trained in all the blue and orange systems (aka siebel, telegence, care, AXYS etc) We used to be on the blue side, but once the merger happened we were moved from tdma to gsm migrations to blue to orange migrations. While we have access to each system, we're are prohibited from using many of the functions...we're mostly restricted to migrations either with JABFYB or Web pricing.
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this is why your company was sold ! too many damn departments for simple crap that can be handled by the same person
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Umm... Actually, AWS was purchased because SBC/Cingular envied (and needed) the blue business structure. Even though AWS was going under, they still hand the best corporate consumer support out of any wireless carrier.
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