methinks marcus has not yey had his USRDA of abuse... lol

phonepimp3376 said:
methinks marcus has not yey had his USRDA of abuse... lol

rofl

Customer care isn't the problem, it's agent queue. I hate calling in because they never do anything and just refer us back to customer care whom we aren't allowed to call anymore.

that's also happened to me! and when customer care does give you a number for tech support or data group...it just redirects you to customer service....it sucks!

We can not give you the number to data group tier 2 or to tier 3 tech support. If you insist on being transfered you will end up back in he queue. You can not really teah a person how to do customer care for any wireless carrier. If you were a new rep I went over credit and adjustments Wireless internet billing IRDB issues. Telegance or Care billing systems rerates price plans technologies troubleshooting billing disputes. Phone orders new activations prepaid SBC/Bellsouth combined billing.They would be so cinfused and still be no more prepared than they were before you started talking. The whole priocess of training has to be mostly trial by fire.

My issue with your training is that you all (in general)do not know how to complete simple tasks that the "veteran" rep knows how to. I called in the other day, and told the rep I needed a bill credit for the customer, because they received a VIP card and needed to have their activation waived. CAS would have done it if the customer had the card with them, but they did not, so I had to call CC. The woman that I spoke with told me that she could not find the charge in the system to remove it. I had to tell her that it would be listed in the customers features section, under upgrade$18. Now, how bad is it when an agent knows more about the CARE and POS systems than the CCR. I could of easily removed the charge if we were allowed, but we are on...
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There are some reps that suck. But you can not say in genral we all suck that is pretty much what you are saying. Technicaly the customer should have brought the VIP card so you did not have to call CC. And maybe you should have told the customer to come back when they had their VIP card if they wanted an activation fee waived. Technically only a call center director canm waive an activation fee and only after it is billed.

That is so bullshit. I have had many customers that I have upgraded and then called CC to have their upgrade fee waived. It does not state on the VIP card that the customer had to bring it with them. Therefore, most don't. And what kind of idiot do you think I would be to send a customer away because they did not bring the card in. First, thats my commission I am potentially going to loose if I tell them to come back. Second, thats my stores commission that I would be potentially loosing. Third, thats Cingulars customer that I could loose, cause the customer could see a better deal at AWS or T-Mobile. Fourth, thats part of your raise for the year that I could loose....You have to think about all of these things. As a CCR, you do not have to ...
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I am not full of bullshit but I understand your point. What I am saying is now with the changes in policy it is going to get harder to get those fees waived. My job might not be facing customer but dealing with people over the phone is not easy either. I understand that you want your commission but CC is cracking down on credits. I am not trying to piss you off or anything jus trying to give you what I hear from Managers in CC. The head of credit and adjustments for my region says that customers need to bring in the VIP card. Things are changing CC and do not tell me I am full of **** because i am not.

Agreed. Unless you work in Customer Care, you have no idea what changes go on in the centers, how we are pressured on giving credits, meeting stat requirements, PCR's, and so forth. Telling someone they are full of **** when you don't know the policy's is a bit harsh. I have been with AWS for almost 6 years, and things we could do 6 years ago, are taboo today.

Don't be haaatin'...

Yes Thank you CC is a tightrope between policy and doing what either a dealer or a customer asks u 2 do. Procedures at cingular in CC are changing a lot lately. I used to be able to give 2 months free service as a retention offer that ios not going to happen anymore.

hey js4h, which agent do you work for? I'm at cellular world in texas and i think it'd be funny if somebody else in our company posted on here... and for those people who may not know this, agents have to take all the policy training whenever it comes out. In fact I should be finishing up the course for EDGE and blackberry right now. The only thing they dont bother making us do is CARE or Telligence, but we have POS II which is even crappier....

i know how that feels...lol...pos "piece of ****"

OMG do not get me started on POS II, just thank god its not the old Oasys system ....and I work for an agent in KY....and I was not saying you were full of ****, nor attacking anyone personally, but I know that in our call center that you do not have to have the call center managers approval for a waiver. Otherwise I would have have a direct number for the managers. And my point was not my commission. It was customer retention, period. Whether it would be my customer, agent's customer, or just Cingular's customer.

I understand that dealers, store reps get some policy training, but the company I work for it's nowhere near what we in care get. I don't know how Cingular is, hopefully they are better at communicating with sales channels that AWS has been.

As far as the VIP card goes, I completely understand your not wanting to piss a customer off and possibly lose commissions or cause churn for the company you sell for, however. If you walk into a store to purchase something and tell them you have a coupon for $10.00 off the item you want to purchase, but you don't have the coupon with you I hardly see anyone just honoring it based on the fact that you told them you had it at home. The unfortunate thing with any sort of VIP programs are the numero...
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Hi Athena well first of all I agree. So many customer call customer care because they heard about what a friend got but their friend spends twice as much and has been with th3e company longer. But they want the same deal and that can't happen. It is no diofferent working for any wireless carrier between sales and customer service. Our job is CC is to problem solve and thir job is to sell. They get policy training but us CC is justr different. I work for cingular my brother in-law works for AWS my siter works for Verizon same issues CC and sales are just different.

I like how 3rd party agents like to think they know policy, when 9 times out of 10 problems are caused by misinfo from an agent to a customer. Yeah, I'm sure this "agent" has called customer care in the past to get a fee waived because he had misinformed the customer that it was to be waived, and yeah, the rep in question could have seen if they were approved for the "VIP" treatment, but just because a newbie rep wasn't able to find a charge on the bill, doesn't mean you have the right to talk ****. I'm sure customer care has cleaned up a few of YOUR messes, too. Hell, if you were as perfect as you say you are, you would have listened to your AGENT SALES REP when he tells you of policy changes. Especially policy on credits and protocol.