Shop Talk
COR Store / Indirect reps.
Why do you guys always bag on CSR's..? Heh. You say you always have to clean up their messes...
I'm a quality assurance specialist for Business Care.. (Mostly dealing with IRU's)
The amount of messes I listen to agents clean up on a DAILY basis is astounding. Customers that were not explained their CSS at all, so had no idea what features were being put on the accounts..
Reps that CONSTANTLY advise customers to call in to waive their activation/upgrade fee's, to get a sale..
Reps that add every little feature they can onto the account, hoping the customer does not notice in time so they still get paid..
These are a lot of the things the agents here clean up on a DAILY basis. Oh, also your little feature flipping that causes...
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I'm a quality assurance specialist for Business Care.. (Mostly dealing with IRU's)
The amount of messes I listen to agents clean up on a DAILY basis is astounding. Customers that were not explained their CSS at all, so had no idea what features were being put on the accounts..
Reps that CONSTANTLY advise customers to call in to waive their activation/upgrade fee's, to get a sale..
Reps that add every little feature they can onto the account, hoping the customer does not notice in time so they still get paid..
These are a lot of the things the agents here clean up on a DAILY basis. Oh, also your little feature flipping that causes...
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I've had countless customers come into my store with customer service reps saying we will transfer their contacts for free, allow them to exchange their phones, pick up free accesories, etc. The customers have even called Customer service directly, put me on the line and have the rep try and tell me to do all this stuff for them.
I'm sorry, I'm an indirect. When a customer tells you that they are standing in front of my store and tell you the location (the nearest corp store is an hour away) don't go offering them everything for free because you are "noting" the account. I can't read notes, and even if I could, I cannot honor them because you can bet corp won't reimburse us for them.
I know that a lost of reps push people off on cus...
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I'm sorry, I'm an indirect. When a customer tells you that they are standing in front of my store and tell you the location (the nearest corp store is an hour away) don't go offering them everything for free because you are "noting" the account. I can't read notes, and even if I could, I cannot honor them because you can bet corp won't reimburse us for them.
I know that a lost of reps push people off on cus...
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As far as most indirect reps that add "every little feature" to get paid, I'll admit there are a few but for those of us that hold ourselves to a higher standard than them I feel that that's a terrible generaliziation! I couildn't agree more with the phonebook transfer comment. Every service cost money and if someone is gonna piss and moan about 10 lousy dollars then they can enter them in themselves. Everytime I read a post about Corp. reps vs. Indirect reps I feel like people are trying to use Indiresct rep as a punch line! Did any of the awesome Corporate reps stop to think that maybe we opted to work for an indirect rep becasue we make more money?! I know for a fact that I make more than my Corporate counterpart. I stepping off my soa...
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I am a supervisor at a call center that handls customer cancelations. We tend to be the last stop in getting a customers issue resolved.
By far the most shady issues come from indirect dealers. Case in point today business account with 77 lines calls becasue they were charged 7k for phones when they have a reciept from the 3rd party dealer that shows they will only be charged aroun 1400.
The 3rd party rep made the deal, ordered the phones billing them to the customers account and never gave the discounts. So this rep gets his commission, the dealer gets his commission and we have to eat 5k worth of adjustments.
I see stuff like this every day, the majority of the shadiness comes from 3rd party. Do the COR stores do their share of d...
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By far the most shady issues come from indirect dealers. Case in point today business account with 77 lines calls becasue they were charged 7k for phones when they have a reciept from the 3rd party dealer that shows they will only be charged aroun 1400.
The 3rd party rep made the deal, ordered the phones billing them to the customers account and never gave the discounts. So this rep gets his commission, the dealer gets his commission and we have to eat 5k worth of adjustments.
I see stuff like this every day, the majority of the shadiness comes from 3rd party. Do the COR stores do their share of d...
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Give us the ability to view notes. Give us the ability to honor those notes and then charge corporate for doing so.
I am all for accountability. There are two other retailers near me that mess customers orders up constantly and because of that it's fighting an uphill battle trying to get customers to trust us.
If there was some form of accountability they wouldn't be in business anymore, not only making my headache less but also bringing more business to my store.
The reason there is so little communication and accountability with indirects is because that is the way corporate set it up.
Believe me, if it came back that a store in my company did anything like that rep did, the employees would be fired and our company would have...
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I am all for accountability. There are two other retailers near me that mess customers orders up constantly and because of that it's fighting an uphill battle trying to get customers to trust us.
If there was some form of accountability they wouldn't be in business anymore, not only making my headache less but also bringing more business to my store.
The reason there is so little communication and accountability with indirects is because that is the way corporate set it up.
Believe me, if it came back that a store in my company did anything like that rep did, the employees would be fired and our company would have...
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AMEN! Meeno, we are the exception not the rule obviously. Our company would do that! That employee would certainly be packing a box!
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And yet another member of the CCPP cult 😎
Slow there for you guys? I am so lucky I DVR west wing or mornings would kill me.
Slow there for you guys? I am so lucky I DVR west wing or mornings would kill me.
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I guess I should qualify what I said about 3rd party. The large 3rd party exclusives are by far bettery than the mom and pop 1, 2 4 store dealers. They have that accountablity from the carrier. The little guy is the one we need to watch out for. Now are all small dealers crooked NO. However, in my 2+ yrs as a sup my experience has been that the small dealers cause the most issues.
I have instructed every rep that has every been on my team that if they are sending a customer to a store. They better darn well make sure they direct that customer to a COR store and if possible call that store to make sure what is being offered is possible.
I have instructed every rep that has every been on my team that if they are sending a customer to a store. They better darn well make sure they direct that customer to a COR store and if possible call that store to make sure what is being offered is possible.
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We have over 180 stores nationwide. We're not a mom and pop store, but sometimes we feel like we are treated like one. For all our size, we're still treated as just another retailer in a lot of respects.
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some indirect reps pull shady ****, some corp reps pull shady ****, and some customer service reps pull shady ****. All 3 are guilty of it once in awhile. I'm an idirect rep and I've had to correct mistakes made by both corp and customer service. I'm sure they have had to correct mistakes made by us too. We all have to clean up after each others messes. It's just the way it is. The argument that 1 is better than the other is retarded.
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I never stated that one side is better than the other. I was simply sharing my experiences.
you my friend are probably the exception to the rule. It is by far harder for a 3rd party dealer to fix issues caused by cor and care do to system limitations. Kudos to you for even attempting to resolve the issue.
most 3rd party and cor just say call care
you my friend are probably the exception to the rule. It is by far harder for a 3rd party dealer to fix issues caused by cor and care do to system limitations. Kudos to you for even attempting to resolve the issue.
most 3rd party and cor just say call care
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I always do my best to help the customer as much as possible due to our system limitations as an indirect. In most cases I can resolve the issue or at least point the customer into the best direction to have thier issue resolved quickly. In some cases that does mean i have to send them to a Corp store or refer em to Customer Service. I dont want to do that but i have no other choice. The Customer appreciates it though if you can help them even a little bit. And just because you had to send them somewhere else doesnt mean they won't be a returning customer for you.
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🙄 um no clue what you are talking about. Im in cancelations, we dont sell anything.
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I'm talking to Devilsmafia.. pretty sure he and i work for the same company. It's an inside joke.
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Yes Menno, you and I do work for the same company. I'm at the reading store. I'm the only 1 who has a dish sale this month so far in our store. But tomorrow i have to go to the dish training in Harrisburg so i hope to increase that number after then. How about you guys?
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I'll see you at the training tomorrow. St Clair store.
Dish is a tough sell, most landlords hate it, and people can't get their phillies. none this month so far, but i'm convinced at least one of the people I talked to about it went and ordered it over the phone after he was done here.
Dish is a tough sell, most landlords hate it, and people can't get their phillies. none this month so far, but i'm convinced at least one of the people I talked to about it went and ordered it over the phone after he was done here.
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ahhh, then we must be competing with the Ephrata store. We're still 1 up on them though, lol. I'm looking forward to that extra day off. I've got about 2 or 3 more customers that have a big interest in Dish that i talked to this week so i'm just waiting for them to come back.
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do you still work for a VZW retailer?? now that FIOS is available, why would you still be peddling Dish?
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What's up mike? Yeah I'm still with a VZW retailer but not freedom anymore. I'm in Reading now and I'm assuming that FIOS isn't as available in this area as it is in the Harrisburg area. Plus they pay me to sell dish. We get a hell of a commission when we sell it so yeah, i'm gonna sell the **** out of it.
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The commission from Fios is a beautiful thing as well. only a few stores in the company have it (south bend) but they do very well.
It's kind of like getting paid to give away cookies at a little league game.. people come to you wanting it, you just have to fill in the forms.
It's kind of like getting paid to give away cookies at a little league game.. people come to you wanting it, you just have to fill in the forms.
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yea once i quit freedom, FIOS tv came to HBG, mech, camp hill, and the guys down there are selling triple plays all day long. pisses me off 👿
fios sells itself, and had freedom actually paid us for dish i would have maybe tried...
fios sells itself, and had freedom actually paid us for dish i would have maybe tried...
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F freedom wireless...
hope they drive themselves into the ground very soon. 🤣
hope they drive themselves into the ground very soon. 🤣
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what up justin? Yeah dude, F freedom wireless. I heard that they demoted both Dave and Doug down a notch. That's a **** company. I'm glad I left them when i did. Now I actually get paid real dollars when i activate a phone, not just points, lol.
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Because fios isn't available everywhere?
I live in the mountains, there is no fios.
Where both are available our company sells both, but obviously they sell very few Dish.
I live in the mountains, there is no fios.
Where both are available our company sells both, but obviously they sell very few Dish.
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Ok, this has nothing to do with DISH or whatever the other one is... are you guys in Washington state?
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i'm in washington and i can tell you that FIOS is not avaible everywhere, i have streets where one side of the block has it and the other side does not in my area very frustrating.
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FIOS is a pretty new thing to the Washington state though, isn't it? I am SO JEALOUS!!
Seriously I am considering moving somewhere, just so I can VZ FIOS.
Seriously I am considering moving somewhere, just so I can VZ FIOS.
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In terms of "essentially" yes. They both offer TV, Internet, and Phone over fiber optic cable. As to the nuts and bolts of AT&T, I know nothing about it.
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It is fiber optic internet/phone/TV service Significantly faster than cable when it comes to internet. it requires a new conversion box on the side of your house, so once wired for fios you need to get the box rewired it you want to go back to normal cable/phone service.
The reason it is only in select areas is that it requires very expensive cables, so it only expands a few neighborhoods at a time.
The reason it is only in select areas is that it requires very expensive cables, so it only expands a few neighborhoods at a time.
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they got dropped , is all about direct tv
now .........
by the way i work in a retail store, i know my phones and plans , and i know how to deal with my customers,
ive seen some shady **** go around , but i like to keep my customers, so i make sure they are aware of all the charges they will paying for ....
but!!!!!!
wtf dude , sometimes when i call customer care is like im their damn enemy,
for example: i call in verify the customer phone and and last 4 of their social or password and then ask
" is the customer their , can i speak to them"
what you dont trust me? im doing you a favor so you dont have to deal with the asshole here in the store........
or when you ask them to do a simple thin that you know t...
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now .........
by the way i work in a retail store, i know my phones and plans , and i know how to deal with my customers,
ive seen some shady **** go around , but i like to keep my customers, so i make sure they are aware of all the charges they will paying for ....
but!!!!!!
wtf dude , sometimes when i call customer care is like im their damn enemy,
for example: i call in verify the customer phone and and last 4 of their social or password and then ask
" is the customer their , can i speak to them"
what you dont trust me? im doing you a favor so you dont have to deal with the asshole here in the store........
or when you ask them to do a simple thin that you know t...
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I am defintley on the Direct TV bandwagon when it comes to comparing to DISH. I am mad at DTV right now though, I have had TWO prices hikes in the year I have had them. 👿
PS And I am not talking about the expiration of my promotional pricing.
PS And I am not talking about the expiration of my promotional pricing.
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This just happened:
I'm indirect sales. Well, some custies just came in saying they left the corp store and made it clear to them that they were coming to my store. The rep they were dealing with said that anything we do is non-transferrable AND isn't recognized by the carrier!
What a load of bullsh*t!!!!(they do it ALL the time too)
There really are a lot of shady reps in all areas of a carrier....
I'm indirect sales. Well, some custies just came in saying they left the corp store and made it clear to them that they were coming to my store. The rep they were dealing with said that anything we do is non-transferrable AND isn't recognized by the carrier!
What a load of bullsh*t!!!!(they do it ALL the time too)
There really are a lot of shady reps in all areas of a carrier....
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That's pretty shady.
I've dealt with customers before that were told similar things by corp store reps. Some people will do or say anything to keep that customer from going somewhere else.
I've dealt with customers before that were told similar things by corp store reps. Some people will do or say anything to keep that customer from going somewhere else.
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