Customer service? I still don't know what that means
I have worked for Cingular in customer service for a few years know and in the financial industry in customer service. I make great decisions that benefit Cingular and benefit the customer. I have made these decisions and have given two customers with the same issue the same suggestion and they both react differently. One tells me I am a wonderful person and a great customer service rep. the customer will dam me to hell and threaten me and Cingular with a lawsuit to get out of his contract without a penalty. I am a good customer service rep or a bad customer service rep. If they survey the angry guy after the call he will probably give me a horrible review and post it on phonescoop. The happy customer will probably never say I am great a...
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Everyone is different, and every company has their a-hole customers who want everything for free because they think they are being "screwed". Unfortunately if someone has a "bad" experience with a CSR they probably will post it on phonescoop and start a flame war, but if someone ahs a good experience you probably wont see them come on here saying a word about it.
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havent we all been there before? simplymarcus don't worry about it. if you supervisors arent ready to have you fired you are doing you thing, please do continue. 😎
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It happens man. I can have customers who think that I am the greatest thing around, and then they will decide for instance, not to put insurance on the new phone that they purchased, and come back to me and think that I am screwing them over when I say a new phone is going to cost them $181.
It's awful, and even though you know your good sometimes not everyone is going to think so. I have had to come to grips with this recently. Just not humanly possible to please everyone.
It's awful, and even though you know your good sometimes not everyone is going to think so. I have had to come to grips with this recently. Just not humanly possible to please everyone.
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Marcus.....
My 3 rules of thumb for the wireless industry....
1) You can't make everyone happy.
2) No matter how good of a job you do, you are not told enough times "thank you" or "good job." Even though you work twice as hard.
3) You have and do make a difference in our subscribers lives.
Keep on, keeping on!
Will
My 3 rules of thumb for the wireless industry....
1) You can't make everyone happy.
2) No matter how good of a job you do, you are not told enough times "thank you" or "good job." Even though you work twice as hard.
3) You have and do make a difference in our subscribers lives.
Keep on, keeping on!
Will
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I completely understand but as survey results become more and more important. They are even starting to mention my survey results in my monthly performance review. I will keep doing a great job on call after call after call. But there is no love for the customer service rep at Cingular from the company and from the customers. That is the reason so many customer service reps are leaving Cingular. It takes about a year for a rep to get good.
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Well what is annoying is you have customer service reps and tier 2 techs that know less than you do. I don't know how cingular expects thinks to get done when they have retail managers that know more then our customer service reps and managers and our higher tier techs, personally I get annoyed when I have to call into cs and I get a CSM that knows less then I do on billings systems like care, or how to do certain transactions and note it properly. I mean its your job to know as much as you can about the policies and procedure of the company, when Retail managers like myself call in and ask for a clarification and get I don't know , or let me transfer you its annoyying not only to me, but customers who can't fathom whats going on. Whats even...
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Hey Marcus,
I really view you as a good customer service rep. I mean most reps don't bother to come onto websites like phonescoop and provide support outside of work! That's awesome in itself! You are going above and beyond your job description in my opinion. I work for an agent, but I feel your pain! I get treated like machine and not a human being quite a bit. I offer options to the customer, and if those options are not to their liking, they start shouting at me! They get tooo personal, and if it gets that way, then they are out of line. That's childish behavior on their part.
For every one else:
Now I'm not saying all CS reps are perfect either, but from what I see on here, Marcus is doing everything in his power to help people ou...
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I really view you as a good customer service rep. I mean most reps don't bother to come onto websites like phonescoop and provide support outside of work! That's awesome in itself! You are going above and beyond your job description in my opinion. I work for an agent, but I feel your pain! I get treated like machine and not a human being quite a bit. I offer options to the customer, and if those options are not to their liking, they start shouting at me! They get tooo personal, and if it gets that way, then they are out of line. That's childish behavior on their part.
For every one else:
Now I'm not saying all CS reps are perfect either, but from what I see on here, Marcus is doing everything in his power to help people ou...
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believe it, there are actually many reps in the company that actually do care about the customers. Sometimes customers want a certain piece of equipment for the wrong reasons and I for one take the time to find out what the customer really needs, and try to balance that with what it looks like they may need in the future based on what they tell me.To me, to do otherwise would be like trying to sell a man a Cadillac when he says he wants a pick-up truck. If customers can understand that then the total experience will greatly improve. If all the customer says is they use their phone to call their husband/wife two times a day that's fine but I guarentee you in six months their usage type may change. And as a result my "numbers" are not at all t...
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Marcus,
Yes, you're doing a great job! It sounds like you know what you're doing & the difference between a bad, good, & excellent job. Do what you know is right & you will be fine.
Yes, you're doing a great job! It sounds like you know what you're doing & the difference between a bad, good, & excellent job. Do what you know is right & you will be fine.
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Well what is annoying is you have customer service reps and tier 2 techs that know less than you do. I don't know how cingular expects thinks to get done when they have retail managers that know more then our customer service reps and managers and our higher tier techs, personally I get annoyed when I have to call into cs and I get a CSM that knows less then I do on billings systems like care, or how to do certain transactions and note it properly. I mean its your job to know as much as you can about the policies and procedure of the company, when Retail managers like myself call in and ask for a clarification and get I don't know , or let me transfer you its annoyying not only to me, but customers who can't fathom whats going on. Whats even...
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Im not sure if this post was written to complain about service reps, or to let the world know your a retail manager?
Everyone roll out the red carpet, a retail manager is coming into the store! Haha...jk
Anyways I understand where your coming from. As a sales rep I have to call in constantly to the help lines and I get inconsistant info or I dont know's all the time.
Everyone roll out the red carpet, a retail manager is coming into the store! Haha...jk
Anyways I understand where your coming from. As a sales rep I have to call in constantly to the help lines and I get inconsistant info or I dont know's all the time.
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