Shop Talk
If customers read this forum...
My goodness what would they think of our behavior?
The wireless world and the customer's experience we provide ranks lowest only to the experience of purchasing a car!!!
The next time there is a layoff at the call center or your store comes up for closing because sales are down or churn is up remember this.
No one is holding a gun to your heads to keep this job. If you don't like dealing with customers, go work elsewhere.
The wireless world and the customer's experience we provide ranks lowest only to the experience of purchasing a car!!!
The next time there is a layoff at the call center or your store comes up for closing because sales are down or churn is up remember this.
No one is holding a gun to your heads to keep this job. If you don't like dealing with customers, go work elsewhere.
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And noone is holding a gun to customers head to come into the shop talk area of this forum either. We have one of the hardest jobs out there.. at least customers buying cars usually have some idea of what they need or want or what kind of cars are out there. Cell phones are very different. Also you cannot tell me anyone that has any job dealing with the public doesnt like to blow off steam. I would love for all my customers to come to this forum to get a nice old education is manners and to see that most of the time they make no sense when they are demanding this or that. This forum is a great way to get customers expectations in order. Maybe we just all don't live in peachy land wireless and have to vent sometimes to make it through the day...
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Havent had one yet after 5 years. And something tells me customers can't link a forum name to a live person anyway. HAlf the cusomters we are calling ignorant and annoying can't work their cell phone let alone a computer to find a forum and know what it is..
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Cheers to TommyBoy. I'm a firm believer that all people are stupid, just to varying degrees in different subjects (myself included). Notice I said stupid, not ignorant. No matter how many times you've heard your first grade teacher tell you the opposite, there are indeed stupid questions. When layoffs do come around they fire the people who don't make money, not the ones who insult the customer. If you're able to sell someone a pile of poo while while at the same time calling them a moron then you're definitely in the right line of work.
We blow off steam here, and while I've referred many customers to this site for information I know it's only the intelligent ones that will read these forums. When those few customers read my storie...
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We blow off steam here, and while I've referred many customers to this site for information I know it's only the intelligent ones that will read these forums. When those few customers read my storie...
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Customers are stupid yet you guys work in a call center for what? $12 an hour? Like Tex says, if you don't like dealing with these customers that bascically pay your salary, QUIT! You guys act like a-holes and then those of us that sell to make $ pay for your ignorance. The #1 concern by end users is not Cingulars service, it is the customer service!
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I'm not a CSR, I'm sales. Thus the "if you can sell poo you're in the right job". Even on the sales floor there's customer service, and it can get pretty weird. We've probably all been yelled at by the old man who doesn't want to pay the taxes on his cell phone bill. "It's a conspiracy by the government to get into our pockets!" We've also all had irate customers that expect freebies flying left and right when they've had 9 disconnects for non-payment in the past year. We blow off steam here, and sometimes we're even productive.
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As I said, there are better places to vent than a public forum. There is a reason this industry is so poorly regarded, and these attitudes are paramount to the problem.
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Indeed, there probably are better places. I don't foresee any service provider setting up a forum for rants, however. ☹️ *slaps his predict-o-matic machine* This thing is on the fritz... it may happen, but "eh".
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And where/who would you suggest we rant to? This is a place where we call all relate. We've all had difficult customers and know exactly what its like. If i go home and vent or vent to a friend they either dont: A. give a $hit or B. have no idea what it's like. I believe this is a great place to vent. And if you dont like it.... get out of the kitchen. 🤣
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I'm not suere I understand the need to rant. Each and every sales or CSR knows ahead of time the nature of the work. The scenarios as strange as they might seem at the time are not unusual as can be evidenced here in the posts. If you know what to expect and you decide to take the work and do the job as best as you can than why act surprised or frustrated. There will always be customers that act strangely.
There are many techniques that can be leveraged to improve the customer interaction although certainly not to the degree or consistancy that creates perfection for any salesperson or CSR. Learn the techniques and you and your customers may walk away with less stress.
There are many techniques that can be leveraged to improve the customer interaction although certainly not to the degree or consistancy that creates perfection for any salesperson or CSR. Learn the techniques and you and your customers may walk away with less stress.
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If we go somewhere else do you promise not to follow us over there and yell about the same thing like you did when you posted this rant in like 3 other places on phonescoop. Thats called cross posting and it is against the rules. Guess what isn't against the rules? Talking about our jobs and the people involved. 🙄
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Rules? Hahahahahahahahahahgahahaahaha. Do you guys make this stuff up as you go?
Oh my. Thanks for the laugh.
Oh my. Thanks for the laugh.
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texaswireless said:
Rules? Hahahahahahahahahahgahahaahaha. Do you guys make this stuff up as you go?
Oh my. Thanks for the laugh.
Not saying you did it, but there are rules. The rule she referred to was rule number 10 on what you may not do. It's on the Terms of Use.
"Cross-post" excessively. You may not post the same message to more than three (3) forums.
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Okay heres my 2 cents. I know that most of you retail guys dont like agents but I work for one so flame me if you like. We do about 4 diffrent carriers. Im not saying thats really a good thing but we are educated here more than any of the other agents that I think we have in the valley. The big gripe that I have is that retail downs agents and vice versa. Lately we have been working more with retail, but the one thing that I can say is why sell the customer something just to make a buck when you know that they are going to be happy? Why call the customer stupid or ignorant? You are selling a service that is going to be valuable to a customer and if you dont tell them what they need to know, then they are going to be happy and heck they defin...
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I have worked customer care for legacy ATTWS for over a year now and would also like to put in my two cents.
1. I do not make $12 an hour, I wish I did.
2. Customer care is the clean up crew for the mess direct and indirect retailers leave behind. By mess I mean slamming (adding features customers did not request), misinformation and incorrect expectations.
3. the wireless industry is doing poorly because we make claims we can't possibly keep (more signal in more places, moreso than whoever we compete against, this is true not just of AWS but other carriers as well), extremely bad policy, ridiculous expectations by management (wanting us to meet quality standards & fully notating accounts while at the same time rushing the customer off t...
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1. I do not make $12 an hour, I wish I did.
2. Customer care is the clean up crew for the mess direct and indirect retailers leave behind. By mess I mean slamming (adding features customers did not request), misinformation and incorrect expectations.
3. the wireless industry is doing poorly because we make claims we can't possibly keep (more signal in more places, moreso than whoever we compete against, this is true not just of AWS but other carriers as well), extremely bad policy, ridiculous expectations by management (wanting us to meet quality standards & fully notating accounts while at the same time rushing the customer off t...
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I understand that CC has alot of messes to clean up, but not passing the buck, we do everything in our power as an indirect to educate the customer and make sure that they have a positive expirence. I am up front with them and let them know where it works and where it dosent, and make sure that they also know about the 30 day return policy. That way if we dont know where they are going to use the phone or they say that someone has used it there they can bring it back if it dosent work. Indirects arent perfect our reps suck most of the time, tell you the truth I have seen our agent rep in at least 3 months. She will call but never about anything educational or to stop by and see just whats going on. On the CC side, I can tell you that 9 out o...
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SORRY I MAKE 16.00 AN HOUR .. BUT WHO PISSED IN YOUR COFFEE. THIS IS A PLACE TO VENT AND TALK AOBUT PROBLEMS OR QUESTIONS AND SOMETIMES JUST SOMETIMES CUSTOMERS WILL COME HERE AND SEE HOW NOT TO ACT WHEN THEY CALL IN OR VISIT A RETAIL STORE .......
MY 2 CENTS
MY 2 CENTS
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I think your caps lock is stuck, my friend.
Also, here's your change.
*hands you a penny*
Also, here's your change.
*hands you a penny*
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👿 Part of the problem is sales reps that sell the phones promise the customer it will work everywhere, don't inform the customer about upgrade fees, activation fees, roaming charges (if applicable) and so on then shove their mess over to us clean up your coworkers act buddy.
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The stupid ones don't make me any money; but the smart ones do. I have on more than one occassion escorted a customer out of our store and told him/her that their service was terminated with no ETF.
Our store is #1 in our region. The sales people in the store always make quota and are always extremely courteous and helpful to every customer until he/she begins to be abusive. That is when I introduce them to the front door.
Our store is #1 in our region. The sales people in the store always make quota and are always extremely courteous and helpful to every customer until he/she begins to be abusive. That is when I introduce them to the front door.
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Considering a customer showed me this website ( I was already aware of it ) in their favorties I think you people are sadly mistaken. Customers can and do read this website as much as industry employees. Should they be curious and read this and other forums I would estimate they would be shocked at the attitudes of most of the posters here.
I can guarantee ALL of us have asked a question to someone who works in a different industry to which they thought we were idiots. Just because many of us know cell phones inside and out doesn't mean everyone does or should.
I hope some who haven't replied understand my point. God knows I have vented about customers before, but not in a public forum. I seriously doubt any customer would know wh...
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I can guarantee ALL of us have asked a question to someone who works in a different industry to which they thought we were idiots. Just because many of us know cell phones inside and out doesn't mean everyone does or should.
I hope some who haven't replied understand my point. God knows I have vented about customers before, but not in a public forum. I seriously doubt any customer would know wh...
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I think that these threads are funny, I also think that it would be funny if a customer got on here and bashed us sales people. Some of us are sure stupid, but then again someone would probably post something saying that us sales people having feelings too.
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😈 SO WHAT!? WE DONT LIKE CUTOMERS AND THEY DONT LIKE US. BEEN LIKE THAT FOR MILLIONS OF YEARS.
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Have you read any of the other forums? They are mostly customers bashing us or our carriers! This is a shop talk forum and therefore we are talking shop! I have a very good attitude when it comes to customers and I have helped my share of "dumb" ones. This forum is just to vent our experiences and to have a laugh when we are bored at work! If you don't like this thread or this entire forum, then go to another website.
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☹️ sadly I must agree if a customer is reading this then there are in the talented 10th and realize that steam is just being blown as for the remaining 90% stay stupid you are paying my bill 😈
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So we who work at call centers should simply shut up and never gripe? That was the first impression I got from the threasd starter.
Later this same person said they too have vented about problematic customers.
Wha... wait wait... You're supposed to suck it up there bucko.
Forums are a place where people congregat to... *gasp* vent. Also discuss. Find answers. Share wisdom. If you want to focus on the idea of a forum be sure you include EVERYTHING. Not one small aspect.
It's as absurd as saying "You don't like the scratch on your car hood?? Then go walk!@!!"
texaswireless feel free to go somewhere else if you don't like what is being said. Welcome to the internet and this "information age" Customers bit*h about us cus...
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Later this same person said they too have vented about problematic customers.
Wha... wait wait... You're supposed to suck it up there bucko.
Forums are a place where people congregat to... *gasp* vent. Also discuss. Find answers. Share wisdom. If you want to focus on the idea of a forum be sure you include EVERYTHING. Not one small aspect.
It's as absurd as saying "You don't like the scratch on your car hood?? Then go walk!@!!"
texaswireless feel free to go somewhere else if you don't like what is being said. Welcome to the internet and this "information age" Customers bit*h about us cus...
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Actually you have no concept or clue of what I am saying as do many of you who seem to not be able to see past your nose.
And for those who asked, here are a few great places to vent:
Internal employee meetings
AOL IM
Yahoo IM
Text Messages (You employees can do it for free)
ANY OTHER PLACE that may be private.
Yes, I said I vent, but it is done in private w/o customers who might hear. Based on my position I am actually the person who received the vent from my employees and then I try to help them find constructive ways to diffuse hot situations similar to what they just faced.
This attitude of "go somewhere else" if you don't like it is what customers do when they do not like what they see or hear. Who cares if it is true....
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And for those who asked, here are a few great places to vent:
Internal employee meetings
AOL IM
Yahoo IM
Text Messages (You employees can do it for free)
ANY OTHER PLACE that may be private.
Yes, I said I vent, but it is done in private w/o customers who might hear. Based on my position I am actually the person who received the vent from my employees and then I try to help them find constructive ways to diffuse hot situations similar to what they just faced.
This attitude of "go somewhere else" if you don't like it is what customers do when they do not like what they see or hear. Who cares if it is true....
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WEll this site has been up since 2001.. I have not heard a customer once come up and say how agricvated they are with a forum they read on a website. If anything they say yeah I was reading about that problem on that phone on a forum or yeah I saw that mentioned on a forum. A customer looking for a problem hard enough will find one. If a customer comes into a lounge or shop talk area of a cell phone forum they should expect to read about customer experinces and seeing as how the thing most people need to share is a rough day they can expect to find stories of ignorance, stupid questions, and rude comments. The customer rarely cares about being rude to us so after we hold our tongues at work we like to blow off some steam with people who know...
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Good suggestion Spock.
So far the shape of the industry is extremely poor. The reason, oh great one, that you never hear about customers telling you they are offended by something like this is that they leave, or become P.U.C. board members.
I personally don't think customers are stupid as you put it, nor did I ever use those words. I think they lack education and probably don't get it from arrogant people like you. You say they are stupid because they don't automatically know everything about their service. Why do you think there are so many governing bodies looking to simplify cellular bills and establish customer rights laws. It isn't because we have so many stupid customers, that is for sure. Perhaps customer education actual...
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So far the shape of the industry is extremely poor. The reason, oh great one, that you never hear about customers telling you they are offended by something like this is that they leave, or become P.U.C. board members.
I personally don't think customers are stupid as you put it, nor did I ever use those words. I think they lack education and probably don't get it from arrogant people like you. You say they are stupid because they don't automatically know everything about their service. Why do you think there are so many governing bodies looking to simplify cellular bills and establish customer rights laws. It isn't because we have so many stupid customers, that is for sure. Perhaps customer education actual...
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I, (no longer being in the wireless industry for the past three years or so probably shouldn't be posting my ideologies) think it is hands down hysterical some of the anti-customer posts in these forum(s). The best is the possibility that a person, who say, owns three or four wireless kiosks (as I once did) who relies on them to pay his mortgage and etc comes on these forums and sees these anti-customer posts. I can't count the times when people would walk up to me and say I'd buy that Nokia 5120 but have you ever been on that website? I don't wanna' be one of those people they post about...
Take automobiles for instance: I couldn't fix one but I know quite a bit about them as far as how to maintain, simple repairs, etc based on expos...
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Take automobiles for instance: I couldn't fix one but I know quite a bit about them as far as how to maintain, simple repairs, etc based on expos...
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Quick Suggestion.
If you don't want to see people discussing customers and other issues regarding service from the providers standpoint, than leave this forum and go to the appropriate one. It's like going to a Movie discussion and getting uspet that people are discussing the movie.
If you don't want to see people discussing customers and other issues regarding service from the providers standpoint, than leave this forum and go to the appropriate one. It's like going to a Movie discussion and getting uspet that people are discussing the movie.
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Thank you Zan....that is the smartest thing I have read all day. Last I checked, freedom of speech was still an amendment. I used to read this thing as a waitress a couple years ago and found it hilarious. I was a customer and I loved it. There are generally stupid people out there. Please tell me you have never had a funny story about a customer that you had to share with friends or coworkers? This is the place where you can find people who share your situations or can feel for you. I have customers who read this and love it. Get over it Texaswireless and stop reading this forum if it pisses you off so much because your efforts will not stop us, nor will it make us feel bad about ourselves for simply venting. By the way, I have admi...
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*clap *clap
Well said! Everyone vents its normal. If you cant stand the heat.... (you know the res)
Well said! Everyone vents its normal. If you cant stand the heat.... (you know the res)
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There is freedom of speech. You folks don't seem to like when I exercise it and form critical responses to your ignorant and derogatory posts.
How come I have to leave if I don't like it, but you cite freedom of speech.
Someone posted customers need an IQ test to buy a phone. How about an IQ test for wireless employees.
Go ahead and shoot yourselves in the foot. Customers have another freedom of their own, freedom of choice. They can choose not to purchase at all or choose to demand increased regulation because employees treat them like dirt.
I love morons who post about their freedoms when it has nothing to do with the topic. I have never once said you can't say what you do. I just said you should have a better sense of th...
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How come I have to leave if I don't like it, but you cite freedom of speech.
Someone posted customers need an IQ test to buy a phone. How about an IQ test for wireless employees.
Go ahead and shoot yourselves in the foot. Customers have another freedom of their own, freedom of choice. They can choose not to purchase at all or choose to demand increased regulation because employees treat them like dirt.
I love morons who post about their freedoms when it has nothing to do with the topic. I have never once said you can't say what you do. I just said you should have a better sense of th...
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What regulation could you possibly be talking about, the "Wireless Customer Service Reps Must Not Badmouth Customers Act of 2005"? There's no kind of regulation out there that would have anything to do with this topic.
And no, people are not going to abandon their cell phones because they're afraid a cs rep will make fun of them behind their back. That's just silly. You mentioned in a previous post how only automotive customer service is worse ranked than the wireless industry. Well, the auto industry is at the bottom and I don't see how that has stopped anyone from buying a car.
And no, people are not going to abandon their cell phones because they're afraid a cs rep will make fun of them behind their back. That's just silly. You mentioned in a previous post how only automotive customer service is worse ranked than the wireless industry. Well, the auto industry is at the bottom and I don't see how that has stopped anyone from buying a car.
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I guess you don't pay attention to the news either. Auto sales continue to drop.
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Yeah they're coming off of record sales. I think it was in 2003 it peaked. I forget exactly. They have no where to go but down now.
Anyway, even if that weren't the case, show me how customer service correlates with sales? For your rant to be true, auto sales would go up when auto customer service does better in these polls. I'm quite sure the auto industry has been at the bottom for years.
Yet you seem to think millions of people want to buy a car but are just too afraid they'll be made fun of, so they don't go ahead with it. Mindboggling.
Anyway, even if that weren't the case, show me how customer service correlates with sales? For your rant to be true, auto sales would go up when auto customer service does better in these polls. I'm quite sure the auto industry has been at the bottom for years.
Yet you seem to think millions of people want to buy a car but are just too afraid they'll be made fun of, so they don't go ahead with it. Mindboggling.
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First of all, I agree with both points expressed during this long thread. I think that:
1. If we as CSR/Agents/Employees post a lot of negative things in customer view, then it reflects poorly on us as a business and industry. And it could hurt sales and retention efforts. Will it have a massive impact? Nope. Will it hurt? Yeah, a little.
2. Everyone is entitled to a choice. As a middle management professional at my call center, I think that the best choice for full-on customer rants is in private with your friends and coworkers. We do it all the time. It's called a "Bar trip." 😉
3. That said, I believe that all of us as reps/agents/employees, have the ability to make a choice regarding where we voice our opinions. If we cho...
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1. If we as CSR/Agents/Employees post a lot of negative things in customer view, then it reflects poorly on us as a business and industry. And it could hurt sales and retention efforts. Will it have a massive impact? Nope. Will it hurt? Yeah, a little.
2. Everyone is entitled to a choice. As a middle management professional at my call center, I think that the best choice for full-on customer rants is in private with your friends and coworkers. We do it all the time. It's called a "Bar trip." 😉
3. That said, I believe that all of us as reps/agents/employees, have the ability to make a choice regarding where we voice our opinions. If we cho...
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And, to adress another point made by Texaswireless, do I think that a post can reflect empoyee attitude? Depends. My team members have varying opinions about how they like their job, but they do it right, and with a positive attitude towards the customers, even if right after the call, they will see me and say,"This job SUCKS!" I think that it can reflect their general attitude, but it is a case-by-case thing, and not always. Your expertise in this is appreciated, but there are lots of examples I can bring from my own team who do many of the things off duty that you insist make for "bad attitude" and they are the reps that customers want to tell a supervisor about, because they provided awesome service.
BTW, I'm not trying to bash you. ...
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BTW, I'm not trying to bash you. ...
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videobobbo said:
BTW, I'm not trying to bash you. Like I said, you make some good points, but not all of them are applicable nor unconditionally valid.
bash? This is insane, I don't even know what the hell you're talking about. F*c% man, shutup.
🤣 🤣 🤣 🤣
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You dug up a really old thread to tell somebody who hasn't posted in well over a year to shut up? 🤨
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alright sounds like youve spolen to a couple of bad apples when you call customer service somthing to that matter . Again this is a place for us to vent ...with that said you say freedom of speech so im saying to you PISS OFF !
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What makes you say the state of this industry is poor? It is growing in huge numbers and advancement of technology is making it even more appealing to a larger spectrum of consumers. So to say it is is anything less than flourishing is ignorant to say, and customers should see this forum and it's posts, customers should also check their attitudes as much as we, the employees of the industry. Venting or remarking about customers is a RIGHT we have and it helps us the next time we get one of "those" customers to have a place like this to vent after the fact.
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The right to be ignorant, another freedom.
Do some basic research. CTIA, Telephia, J.D. Powers.
Do some basic research. CTIA, Telephia, J.D. Powers.
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texaswireless said:
Actually you have no concept or clue of what I am saying as do many of you who seem to not be able to see past your nose.
And for those who asked, here are a few great places to vent:
Internal employee meetings
AOL IM
Yahoo IM
Text Messages (You employees can do it for free)
ANY OTHER PLACE that may be private.
We are unable to see past our noses, yet you are the one ignoring a majority of posts stating a contray position to your own. Instead you make accusations that the posteres, myself included, are on a high horse.
Yes, I said I vent, but it is done in private w/o customers who might hear. Based on my position I am actually the person who received the vent...
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Again, your assumptions are grossly incorrect. As an owner I work daily in ALL aspects of my business, including sales.
Spin it how you like. The intentions of this forum were not to bash customers. People here ridicule customers to the point of nausea. It is shameful.
I will never leave. I want to be able to answer posts and start new ones to help educate. Your ignorant and child-like positions may sicken me, but they will never dissuade me.
Spin it how you like. The intentions of this forum were not to bash customers. People here ridicule customers to the point of nausea. It is shameful.
I will never leave. I want to be able to answer posts and start new ones to help educate. Your ignorant and child-like positions may sicken me, but they will never dissuade me.
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Look dude you just need to grow up, people are going to complain about where ever the hell they want to. This form is just away for us to share our stories, get a life, it's kinda obvious you don't have one.
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I would say that governmental regulation is required because the industry will not regulate itself.It hasn't so far and shows no evidence of doing so in the future.
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seing this thread almost makes me wish i had showed up on time this morning.... no wait, that was gas, nevermind.
I'm guessing texaswireless is a manager. I'm also guessing his/her employees are super duper happy working under him/her. want a third guess? i bet anything the store that texas wireless works for has a poor sales record.
just my 2.5 cents
I'm guessing texaswireless is a manager. I'm also guessing his/her employees are super duper happy working under him/her. want a third guess? i bet anything the store that texas wireless works for has a poor sales record.
just my 2.5 cents
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Actually our sales are tops for our region in all major metrics. As an OWNER I have high expectations. Too bad you can't say that about yourself.
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Shut up! All of you!
Texas, get off your high horse. this IS the shop talk forum, and if that doesn't mean discussing customers, then what exactly would you like to be discussed?? I love to tell these types of stories to people who will understand where i'm coming from and/or my frustration. You make it sound like no one should ever relay a job-related story to anyone, unless
Everyone else, Texas has a point (to a certain degree). While I will defend everyone's right to tell funny customer stories, you don't need to jump all over him for pointing out that customers pay your salary, because they do.
There, now I'll get off MY high horse. 😁
Texas, get off your high horse. this IS the shop talk forum, and if that doesn't mean discussing customers, then what exactly would you like to be discussed?? I love to tell these types of stories to people who will understand where i'm coming from and/or my frustration. You make it sound like no one should ever relay a job-related story to anyone, unless
Everyone else, Texas has a point (to a certain degree). While I will defend everyone's right to tell funny customer stories, you don't need to jump all over him for pointing out that customers pay your salary, because they do.
There, now I'll get off MY high horse. 😁
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Understood Peachy, and your point is taken.
I have no issue with relaying customer stories and concerns. I just hope people will refrain from the degrading posts (Ghetto customers, redneck, white trash, etc.). That is what is uncalled for.
Done here. Everyone have a SPECTACULAR DAY!
I have no issue with relaying customer stories and concerns. I just hope people will refrain from the degrading posts (Ghetto customers, redneck, white trash, etc.). That is what is uncalled for.
Done here. Everyone have a SPECTACULAR DAY!
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so we should use terms like 'urbanites' and 'sons of the soil' and seniors??
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I don't care, when it comes out that cell phones cause a melinoma or a carcinoma or some kind of a noma to the brain I'm coming after all of you, customer bashers or not...
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hishkebibble said:
so we should use terms like 'urbanites' and 'sons of the soil' and seniors??
funniest thing i'm gonna read all day.
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Does you saying that your sales are tops for your region in all major metrics really make it true. And tops? Meaning top 5, 10 or 300?
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Well.
You are welcome to read my posts on this board and determine for yourself whether or not you believe I am reputable.
You are welcome to read my posts on this board and determine for yourself whether or not you believe I am reputable.
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Well, thankyou Mr. Goodie-goodie. If customers can't understand that being a rep is one of the most horrible, underpaid jobs in North America and they quit Cingular, well, all the power to them. Besides, i dont even get paid BY Cingular. Hello........Outsourcing???!!!! So if people deciede to quite Cingular then they're probably right to do so ebcaue all Cingular does is rip them off anyways. Why do I still work here then, you ask? Well, i need to make a living too. But I dont lie to customer and telling them they're getting a good deal and a good phone when they're not.
Even if Cingular does go out of business (which they WONT, even in my wildest dreams) Convergys will just get a new client, and I will still have a job. What? No layoffs?...
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Even if Cingular does go out of business (which they WONT, even in my wildest dreams) Convergys will just get a new client, and I will still have a job. What? No layoffs?...
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I wish I could have seen what you posted that was subsequently deleted. Oh well.
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I have the most beautiful idea.
texaswireless is only allowed to preach to ihatecingular, since they are the extreme on both sides of this ridiculous argument, and nobody should take idiots seriously unless they are idiots too.
Problem solved.
texaswireless is only allowed to preach to ihatecingular, since they are the extreme on both sides of this ridiculous argument, and nobody should take idiots seriously unless they are idiots too.
Problem solved.
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Besides, my guess is that the main reason that customer satisfaction is down is because of the merger with att. Its not like everyone just decided to be an ahole to customers all at once or anything. The only major change in the last year is the merger. The math looks right.
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Math?
Customer service ratings have been poor for many years. The ignorance is astounding.
I am perfectly happy being on the "extreme" of good service to customers. "Extreme"ly good service is what everyone who takes pride in their job should strive to acheive.
Customer service ratings have been poor for many years. The ignorance is astounding.
I am perfectly happy being on the "extreme" of good service to customers. "Extreme"ly good service is what everyone who takes pride in their job should strive to acheive.
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Good customer service does NOT require that you love your customers. It's about making them happy. Once you're finished with your nightmare customer unless you're a robot you probably need to cool off. Venting is probably the most effective way to accomplish this. Anyone who holds in frustration is only hurting themselves and anyone they encounter.
My two cents? Customer service satisfaction is low because the people complaining are those who would not get their phone replaced for free even though they flushed it down the toilet after not paying their bill for 2 months. Many consumers simply have unrealistic expectations due to misunderstanding of policies or lack of common sense. The CS ratings won't go up until the wireless indus...
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My two cents? Customer service satisfaction is low because the people complaining are those who would not get their phone replaced for free even though they flushed it down the toilet after not paying their bill for 2 months. Many consumers simply have unrealistic expectations due to misunderstanding of policies or lack of common sense. The CS ratings won't go up until the wireless indus...
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texaswireless said:
My goodness what would they think of our behavior?
The wireless world and the customer's experience we provide ranks lowest only to the experience of purchasing a car!!!
The next time there is a layoff at the call center or your store comes up for closing because sales are down or churn is up remember this.
No one is holding a gun to your heads to keep this job. If you don't like dealing with customers, go work elsewhere.
How naive of you. What person doesn't have some steam to blow off on occasion for something that happened at work?
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😳 so what just because I complain about people here, that means I have to go find another job. whatever dude get a life, thats what this is for to vent frustrations so we don't blow up on the customers. Grow the hell up!!!! 😉
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You know what? I hope that customers do read this forum. I hope that they can see all the nonsense, insults, and threats that reps have to put up with on a daily basis. If I could make a few points to customers it would be as follows:
1. Just because you use the service does not entitle you to get anything you want. We have rules and policies that we must follow or risk getting fired. My job is not worth a free car charger just to get the activation. I have been with the same bank for several years and do you think that they are just going to give me free money because I continue to bank with them?
2. We are not trying to screw you everytime that we give you an answer that you don't want to hear. Sometimes facts are facts and ther...
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1. Just because you use the service does not entitle you to get anything you want. We have rules and policies that we must follow or risk getting fired. My job is not worth a free car charger just to get the activation. I have been with the same bank for several years and do you think that they are just going to give me free money because I continue to bank with them?
2. We are not trying to screw you everytime that we give you an answer that you don't want to hear. Sometimes facts are facts and ther...
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Well I am a customer and what I have read on phone scoop tells me that when I call in for customer service and the person I am talking to sounds like it just pissed them off that they had to do there job, well this just tells me that it did piss them off. some customer have real problems with there bill and some don't but I did I paid a bill and they said I did not even though I had the bank fax over the canceled check, I still had some idiot telling me I needed to pay it. I wounder who looked stupid in that one me with the proof or the customer service rep telling me I did not just because that was what her computer was telling her. Not one time did she ever thing well maybe our computer is wrong. no just that I was a stupid customer tryin...
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If you did pay the bill, then the customer service rep should have either taken care of it, by having you fax it over to someone who would look at it and be able to fix it or transfer you to someone who could. In this case the rep was the "stupid" one. If you read a little more from this forum, you will see that there are really people who are stupid. That includes reps and customers both.
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I have one question. For every caller who has a legitimate problem (in this case a payment not being posted) how many false claims are there?
Simple answer a lot.
Every day I have to talk to people who have done everything they are supposed to. It makes no differance if I personally believe them or not. The system is set up to protect the company. If it's not showing on the reps computer then to the rep, payment has not been made.
A couple of very important points:
What day did you fax the info?
What day did you call back to see if it had been corrected?
How many days were quoted for it to be corrected?
I'm not saying the rep was in the right. Nor am I saying you the customer are/were in the right. What I am saying...
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Simple answer a lot.
Every day I have to talk to people who have done everything they are supposed to. It makes no differance if I personally believe them or not. The system is set up to protect the company. If it's not showing on the reps computer then to the rep, payment has not been made.
A couple of very important points:
What day did you fax the info?
What day did you call back to see if it had been corrected?
How many days were quoted for it to be corrected?
I'm not saying the rep was in the right. Nor am I saying you the customer are/were in the right. What I am saying...
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Forum Guidelines:
The idea of this forum is a place for employees to discuss employee issues. Here are few important points I'd like everyone to keep in mind:
Please stay on-topic. This is not the place to discuss off-topic things that have nothing to do with the industry. That place, as always, is the "Lounge" forum.
Rants are okay, but there are limits. As in all the forums, profanity and personal attacks will not be tolerated. Please keep things civilized and "family-friendly". If you see an inappropriate message, please report it immediately.
This is the purpose of this forum. "Rants are okay.." Therefore, texaswireless, leave our rants be.
"...but there are limits...profanity and personal attac...
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Additionally, I would like to apologize for necroposting in this thread. It did not occur to me to check the date on the posts. However, it was on the first page, I think...but then maybe it was on the second. I didn't notice that threads are so slow on this forum that this ancient thread would be near the front, unless there's another recent post that I missed.
Also, since this thread died so long ago, I have no desire to rekindle this argument.
Also, since this thread died so long ago, I have no desire to rekindle this argument.
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