Dealing With The Wireless Industry. Pt. III: Out For Blood
👀 I have to be careful because with the lawsuits going around I have to be careful so I don't get sued. Seriously though those case is gonna get settled in no time at all. On to more interesting stuff, I recently ran across a post on another website where a customer said that all cell phone reps only care about making a sale and not the customer.
This stuck a cord with me, being a independent agent myself, and hearing this made me mad but also had me thinking is there any truth to what this guy is saying. I enjoy making my customers happy with their purchase even if its a small sale because I know they will come back or bring more business my way. Yet there are a few bad apples in the bunch.
So this question is for all the ag...
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This stuck a cord with me, being a independent agent myself, and hearing this made me mad but also had me thinking is there any truth to what this guy is saying. I enjoy making my customers happy with their purchase even if its a small sale because I know they will come back or bring more business my way. Yet there are a few bad apples in the bunch.
So this question is for all the ag...
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I know in past posts that I have ragged on our customers...and rightfully so at times.
HOWEVER...I do everything in my power (within reason) to help the customer out.
If a customer is a long standing customer and pays decent money into us and doesn't come with attitude on an escalated call to me I am more likely to offer something...maybe not what the customer completely wants...but something.
If a customer always calls up complaining and escalating and asking for bonus minutes and credits...I am not going to help them even during their most dire times. It's like the "boy who cried wolf."
Now I am know that a quarter to a half of the problems that get escalated to me are due to the fact of incompetent/lazy reps.
But to my customers...
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HOWEVER...I do everything in my power (within reason) to help the customer out.
If a customer is a long standing customer and pays decent money into us and doesn't come with attitude on an escalated call to me I am more likely to offer something...maybe not what the customer completely wants...but something.
If a customer always calls up complaining and escalating and asking for bonus minutes and credits...I am not going to help them even during their most dire times. It's like the "boy who cried wolf."
Now I am know that a quarter to a half of the problems that get escalated to me are due to the fact of incompetent/lazy reps.
But to my customers...
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"If a customer is a long standing customer and pays decent money into us and doesn't come with attitude on an escalated call to me I am more likely to offer something...maybe not what the customer completely wants...but something."
What a crock. A customer is a customer no matter how much they spend. All should be treated equal. You will have bad customers in EVERY industry. I bet you're a crap customer to someone else in their industry. Get off your high horse. You simply take calls for the man. You are no better than any other customer out there. I'm with T-mobile also, just not at your level. We respect each and every customer, no matter how nasty they may become. My staff completely, without regard, understands this principal. We ma...
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What a crock. A customer is a customer no matter how much they spend. All should be treated equal. You will have bad customers in EVERY industry. I bet you're a crap customer to someone else in their industry. Get off your high horse. You simply take calls for the man. You are no better than any other customer out there. I'm with T-mobile also, just not at your level. We respect each and every customer, no matter how nasty they may become. My staff completely, without regard, understands this principal. We ma...
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No...you need people like me to keep those customers that try to screw our company out of money because they were too stupid to check their minutes.
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The word STUPID bothers me. How old are you. Whatever the age you're immature and don't deserve a job in customer service anywhere. T-Mobile will eventually figure out your Shi**y attitude and you'll be lookin elsewhere. Try to keep the forums informative, vs complaining about YOUR bread & Butter. 😲
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Oh this is so bs. You must be a cingy rep. We do care about our customer. As listed in other posts if you come in nice and not screaming we will do everything we can. If you come in rude start saying you wiil sue it is partially your fault sicne alot of time this happens the cust will not even let us try to help them. So yes most rep try to do their best and again any company small or large will have a lot of people trying their best to do their jobs but also some idiots since no company is perfect.
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I know that I treat my customers with respect and help them as much as possible. I'm not only out for money. I figure if i activate a phone for someone I better do as much as possible to make them happy because they are just going to come back if they're not happy. And then i lose the money....
And as a rep I resent any customer care rep that says that most of their problems come from incompetant reps. Because alot of my problems in the store come from customer care sending customers into the store for things that we have no control over! I don't always have loaner phones to give, so you need to call before you send a customer to the store. I also don't have batteries. T-Mobile stopped ordering them for stores so stop telling customers to...
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And as a rep I resent any customer care rep that says that most of their problems come from incompetant reps. Because alot of my problems in the store come from customer care sending customers into the store for things that we have no control over! I don't always have loaner phones to give, so you need to call before you send a customer to the store. I also don't have batteries. T-Mobile stopped ordering them for stores so stop telling customers to...
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Point well taken. Coowguy should lean on this information. In his last post-he again called T-Mobile customers STUPID for not knowing their minutes. T-mobile would be better off with more reps like you vs Coowguy-who obviously is very immature and not as bright as I would have hoped for in a T-Mobile rep.
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I've worked in sales for a number of years. I do it for the customers. I realize that I work for a company that is driven by money, and that if you do not turn numbers you will not make that money. However in my community if you give bad customer service it gets around and then you make no money at all ;) but beyond that I don't like making customers mad, I don't like telling them mis truths, me and my manager have gotten in arguments about my "sales pitch" more then once because I think the one he wants me to use is just not right so I don't. It bugs me when I hear things like all reps care about is numbers. It depends completely on the rep, we're not all alike. There are some good and some bad.
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Hey tekken fan, This is a good question but there isn't really a right answer. you can care about your customer but one shouldn't be bending over backwards for them. I feel it is important to qualify someone on plans and feature, however it is a customers job to determin if they can afford something or not.
I just had a customer today come in and get a phone from me. 20 years old and going to college i had my doubts as to wether this would be a charge back in months, so even though i had him on a 59.99 with media works, after seeing his doubt on whether he could afford the monthly based on CSS i dropped him to the message starter and told him he could work up from there if he needed to. as a sales man this was a dumb move but this way i...
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I just had a customer today come in and get a phone from me. 20 years old and going to college i had my doubts as to wether this would be a charge back in months, so even though i had him on a 59.99 with media works, after seeing his doubt on whether he could afford the monthly based on CSS i dropped him to the message starter and told him he could work up from there if he needed to. as a sales man this was a dumb move but this way i...
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I believe in the balance TMobile tries to maintain with CEO. When I worked there I lived by it and as a customer with other businesses I try to see if they use something similar. Yeah it's great to make customers happy but not at the expense of other reps and the over all bottom line. I would get calls all the time of customers getting something from another rep that they expected me to do (ie tons of unwarranted bonus mins). When I wouldn't they got mad at me like I was the bad guy. They would always say "the last rep did it why can't you" making my job more stressful.
As far as retail reps and customer care reps, there are equally useless reps on both sides so stop pointing fingers. I could go on and on about the experiences I've had wi...
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As far as retail reps and customer care reps, there are equally useless reps on both sides so stop pointing fingers. I could go on and on about the experiences I've had wi...
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AMEN!!!!!!!!!!! I felt the exact same way when I was taking escalations!!! I do miss them a little bit but I'm loving my new position now. lol. 🙂
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Not every rep is out for a sale cause not all reps get commission the better ones will be able to point the customer in the right direction and which phone is there preference there is really no such thing as a better phone then another its all opinion. Anyways as long as customer's have the iq of a baby we'll always have complainers.
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