the problem in Cingular Customer service
i think the biggest problem we have in Cingular customer service is we have become jaded. We are not putting ourselves in the customers shoes we do are not listen to customer's to find out the situation we listen so we can judge. The job of a customer service rep is hard to try to remain positive and open minded on every call. We hear lies from customers and we get con artists and jerks. Then a real everyday customer calls in with a problem and us reps are so jaded from the idiots that we have trouble helping the customer. I think I need to get better as far as being a little more open minded. I have heard other reps in this forum I think we all could be a little more open minded.
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It's not us, it's Cingular P&P. We are trained to follow it to the letter or we get in trouble. Sure we make exceptions every now and then, but the liars are the ones that mess it up for everyone.
We can't bend every rule that Cingular sets for us. In reality, it's not our fault.
We can't bend every rule that Cingular sets for us. In reality, it's not our fault.
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its not all cingular P&P if we wanted to break a policy and procedure, all that we need to do is talk to a sup and say " this is why i want to do this" if they agree awesome if they dont... than you tell the customer... hey i tried but my supervisor wont allow it... if they esc not your fault...
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True, unless you have a supervisor who is afraid to credit anything, even if it is our fault. I feel like I have to bring an attorney with me to plead the customer's case to see if the high court (supe) will approve an exception. Then when she declines it, the customer escalates, she tells them no and then gets on to me for escalating the call. I can't tell you how many times this has happened.
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I also think part of the problem is a customer will get one bad rep, then no matter what anyone else does they always have that bad idea of Cingular in the back of their head
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I agree with you...and on a normal day I am. Its just right now im incredibly stressed and upset and these calls are not helping......
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Cingular does train us to follow policy. I have to admit If I work five days in a row day 5 is tough. On day five of listening to customers complain they all sound the same. I have to snap myself out of it and realize they are not the same.
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Day 2 is rough for me. Usually day 1 does it for me then i'm done for the rest of the week until I get my next day off.
Some customers are great and actually help the days go by quicker. Some customers actually appreciate what we do and their thanks are genuine when you help solve their problem.
But it's the asses you get that call in and instead of being thankful you're there to help solve their problem, they just want to be dicks because they have a problem in the first place.
Some customers are great and actually help the days go by quicker. Some customers actually appreciate what we do and their thanks are genuine when you help solve their problem.
But it's the asses you get that call in and instead of being thankful you're there to help solve their problem, they just want to be dicks because they have a problem in the first place.
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Marcus,
Don't forget the inconsistency among reps. Chances are I can call in back to back, ask the same question and get two diferent answers.
It is frustrating for me as an agent, so I can only imagine the headache for a customer. DOn't get me wrong, I love you guys who take my calls, but lets all be on the same page.
Will
Don't forget the inconsistency among reps. Chances are I can call in back to back, ask the same question and get two diferent answers.
It is frustrating for me as an agent, so I can only imagine the headache for a customer. DOn't get me wrong, I love you guys who take my calls, but lets all be on the same page.
Will
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Will that is a good point. But I have gotten a question from an agent and asked three different managers here and got three different answers. I tell the agents the one that sounds good and then I find out all three managers were completely wrong.
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On a side note their is some turmoil amognst agents too. The guy up the street tells customers incorrect information all the time. They are idiots!!
Will
Will
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Try selling a phone to a lady outside Amarillo who has a Dallas number with AT&T that migrates over. She is using a partner's coverage and it is not working. She comes back and is going by a COR store and is short on time.
Guy sells her a fast forward. I am so sick of fixing COR employees as an agent. I do not work for Cingular and have less access to information because of firewalls yet I know that the stupid thing does not work outside the market. Read the manual!!
Then again I found out what COR employees in our market make compared to myself and I would quit in a heartbeat for that crappy money.
I use to work in a call center and it is very hard sometimes to not become jaded. The best way to handle it is to always treat the cust...
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Guy sells her a fast forward. I am so sick of fixing COR employees as an agent. I do not work for Cingular and have less access to information because of firewalls yet I know that the stupid thing does not work outside the market. Read the manual!!
Then again I found out what COR employees in our market make compared to myself and I would quit in a heartbeat for that crappy money.
I use to work in a call center and it is very hard sometimes to not become jaded. The best way to handle it is to always treat the cust...
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$700??? I wish...I had a customer call in because his teenage sun ran up a $2500 bill....67 megabytes of Media Net on the pay per use plan...also keep in mind that this was when pay per use was .03 cents per kilobyte. That amount also included about 100 dollars of ringtone and graphics download, and some text messaging. That guy was MAD!
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That should have cost him what 19.99 or 24.99 for unlimited Media Net? plus the $100 in downloads. Cingular is reaming this guy and causing you a headache. All we have to do is give the guy a credit and I probably would not give him everything but still I think we are better off in the long run if we help him out.
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the biggest problem with cingular cust service is the people on top who make up completely retarded rules with no thought about how it will affect both csr and customers. Fact is we tell you what we are told. Nobody knows whats going on. Systems fail frequently ( especially in prepaid) so it's up to us to explain something that we have no clue as to what happened. I can't tell the cust sorry I don't know why this doesn't work. They will escalate to my manager-who knows even less- and will make my aht go up, then I'll get pinned and then fired. So it's I have to tell the agent and the cust what I THINK is wrong. Regular csr's are the last to know WHAT is wrong we just know that something is wrong and have very little in the way of making it ...
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Iselltheshitoutofphones said:
Marcus,
Don't forget the inconsistency among reps. Chances are I can call in back to back, ask the same question and get two diferent answers.
It is frustrating for me as an agent, so I can only imagine the headache for a customer. DOn't get me wrong, I love you guys who take my calls, but lets all be on the same page.
Will
Very, very very true, but that happens to all companies.
Got nothing but love for ya, Will. 😉
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I think that the real problem is customer service, and call centre work are, by their very natures designed to grind down the human spirit.
It's not too hard to gey jaded over here. It's really in part because of the really nasty customers, but large tracts of blame can be laid stright on the Company's doorstep.
First off it just seems that every month or so there's some new policy or metric that's just designed to make thing more difficult for the front line employees.
Let's take PAR, PAR is a great example of the Company's seeming disdain for the people who are supposed to the proud face of our little organization. Basically, they want me to give my all for the customer, but making him call the damn number himself. I miss the g...
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It's not too hard to gey jaded over here. It's really in part because of the really nasty customers, but large tracts of blame can be laid stright on the Company's doorstep.
First off it just seems that every month or so there's some new policy or metric that's just designed to make thing more difficult for the front line employees.
Let's take PAR, PAR is a great example of the Company's seeming disdain for the people who are supposed to the proud face of our little organization. Basically, they want me to give my all for the customer, but making him call the damn number himself. I miss the g...
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In a lot of cases some customers are just plain used to demand and they shall get what they want. Some customers think it is a cardinal sin to every even have to consider paying for a phone or pay for shipping, or in the case of migrating to the new cingular the upgrade/migration fee. many companies will charge for an upgrade fee or just to change your imei or esn on the account. and some of these people are like well you will never charge me that fee or i never going to pay that fee attitude. Hey wireless companies are in the business to make a profit they have shareholders they have to answer too. If you lose money on certain customers because you never recover the cost of upgrades on that person and take losses on it all the time, eventua...
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