Direct Sprint care reps and retail store reps....
it's like 3rd party Sprint reps get worked way harder than direct reps. feels like you guys get away with anything
Customers make stuff up about what they are told. All departments hear about promises made by all other departments, and there are no notes to verify it.
What comes next?
Follow policies. If they were "promised" something that is not possible, tell them it's not happening. It it is possible, do it.
It's That Simple.
Notes, appologize for misinformation. Follow policy.
Either way, the rule is to follow policy. It doesn't matter if I have twenty notes from twenty supervisors saying that the customer's Talk 450 has free incoming and AMAT, but that does not mean that it's possible to do. Writing notes does not magically make it happen; it just gives us grounds to apologize on.
Again, follow policy. If what is being requested is doable, do it. If not, don't. It's not really complicated.
If you think I'm putting notes on the account for upgrades and such when I've got a line of people building up in the store, well you're crazy.
while u have a line we have 50 to 60 calls holdin ...
My beef is when a store does not note that a phone was returned to them and they don't reset eligibility either. If its noted the phone was returned we have something to go off of. Retentions can usually do an override with enough begging and pleading. The return tracking number is usually preferable, but at that point it is up to the store to track the return, not the customer. When stores do not note accounts, the customers situation cannot be fixed, even if it should be and is a legitimate issue.
When someone goes into a store on 2 separate days, one where a phone appeared on the account and another where it...
When someone goes into a store on 2 separate days, one where a phone appeared on the account and another where it disappeared. and there are NO notes on the account for either day showing a purchase or return, the store is at fault for not noting the account. No exceptions.
That will only happen if the customer goes to a third-party store, in which case it is the customer's fault. We always tout about the benefits of spending more at a corporate store; here's one.
Y'don't like it, don't work in the industry.
for the store reps, and reps on the phone, whoever you are (notice that i am not accusing YOU) if you don't want to take the time to notate an account, which is your job, then you should get out of the industry.
There's good and bad reps in each; some departments don't have notation systems, like stores. Especially third party. Or are too slammed to actually get thorough notations in there. I know that happens with me when I'm in queue and we're in 'all hands on deck' mode; my notes are more general than specific to save time so we can get outta queue.
Better to be a smartass than a dumbass, as they say.
i'll agree that there are good and bad reps in every department, and it's fine if you leave general notes. i'm talking about NO notes at all, except the system note that the account is accessed
i work 3rd party, and i've had indirect dealers call me from the store, and i've seen their notes in the account, so i'm not buying that they can't notate.
being in que is no excuse not to note SOMETHING. when i'm in que, i still manage to give detailed notes, hell i have to.
The policy varies by company, of course, and I know personally a few people who work for Sprint indirect dealers who do have full access to SNAP, FTD and others.
You're a third-party REP and other third-party dealers call you?