Shop Talk
What pisses you off the most about call center/store reps [flame on]
What things do call center reps do that piss you off?
What things do sales reps do that piss you off?
i think thats actually the only thing that store reps do thats horrible.
You promise it? You or your manager needs to remove the activation fee/upgrade fee. Call center customer care, by company policy, is NOT able to do this.
Don't tell the customer that we can match web pricing over the phone.
Don't tell the customer that we can waive activation/ upgrade fees. We can't. Deal with it.
Don't tell customers that we are customer relations (get this all the time) we're saves.
Don't tell customers that we sell the iPhone. (we don't)
When store reps are more rude than the actual customer.
When call center reps are more rude than the actual customer.
I have to deal with rude as$ customers all day - I don't need to take any bull$h!t from you.
When a store rep thinks that just because they work for AT&T that I will/can warranty exchange their phone that's out of warranty. I never saw that on the list of job benefits. ๐คจ One has even said "Hey man, I know you'll take care of me because we both work for AT&T."
Lol. Not.
When store reps are so unprofessional in front of customers that you'd think that they were the actual customer.
Regardless of how you *think* it is, or should be, that is not how it is. Realize how most of your customers are. Is there really any surprise that most employees are like that, too?
Most customers are self-important, ignorant and foolish. Most employees are like that. And yes, I speak from a position to see that in employees, considering I have 20-30 reporting to me and have for some time. I've fired more people than I've hired.
Once in a blue moon, you get a decent, kind and understanding customer. Same thing with employees on the other end... no?
for example: got the sweetest fsr on our row taking an ESCALATED call with a STORE REP that escalated the call. long story short, the store rep ends the ESCALATED call by calling my fsr a C..U..N..T!! & he was cor.
let's give you another example in the multitude of examples of rude & inept store agents (not just indirect but COR as well). indirect agent calls & states that she has a customer in store & that equip was returned under bre & that I needed to reset that contract back for her so she can make a sale. well i informed the agent that this was a p...
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I believe one girl even got fired the other day because of it. It made me feel happy inside. ๐
I've seen so many reps through the years slowly wither away because of customers. The companies do nothing.
Think of how good customer service would be out there if reps were able to disconnect a call on a customer who just won't stop cussing. Or doing disgusting things. I've had so many reps in my office, in tears because some guy was on the other end of the line doing inappropriate things, and they could not disconnect the call for fear of losing their job.
But the company cares about you.
The sad thing is that they won't do anything to the customers who cause those once-good reps to go downhill.
That's assuming they were once-good reps to begin with. ๐คจ
This job isn't for everybody.
Some people have the ability to take learning and self-respect in their own hands, most people however need to be taught it. Most supervisors/managers are just that. Sups and Management. They act based on what they are told, and do not have thoughts of their own.
I train my agents (and yes, I call them agents to their faces, and not reps.) to be leaders and not representatives.
Guess who's team has had the most people pulled for floor support.
Guess who's team has been number 1 or 2 for the last 3 years?
Guess who's team's agents have t...
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All they know how to do is put pressure on people and when the agents don't meet their standards they threaten/do write up/fire their reps. ๐
OfAMightDivine said:Most supervisors/managers are just that. Sups and Management. They act based on what they are told, and do not have thoughts of their own.
I was a rep before too. It's how I started and that kind of behavior infuriated me.
The whole call center environment is build around pressure and control. It's unnecessarily stressful and causes noting but problems. I won't do that. I take the stress so my agents can do their job. That's what a manager is *supposed* to do. I learned that from my manager that I currently have now.
I'm in the northeast though.
We do that all the time. They get ONE warning!
Script:
"I would like to help with and if the language stops, I will be able to help you."
2. If the abuse or language continues, give a second warning and direct the customer back to their reason for calling.
Note: Offer to warm transfer customer to Coach or Senior Representative to assist with call. If caller is not interested, continue to Step 3.
Script:
"Again, Mr./Ms. Customer, I would really like to assist you with , but first the language must stop before I can."
3. If the abuse or language continues, politely give the third warning and direct the customer back to their reason for calling. Script:
"Again, I request for the 3rd time that the language please stop so I can assist you ...
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Other than that, usually don't have a problem with phone reps.
tho i know you can tell a cust, clear as day, and they will still walk in to the store and say they were told they'd get a new phone here and now...
My complaints lie with the fact that we are competitors. When I call in they ask if I'm Cor or just a dealer, I'm a dealer. I think we are working for the same goals: customers = money = keeping our jobs.
Also, have you ever called ATT's landline automated process! What a crock.
If we have to wait just because the rep dosen't have all the info then our stats suffer. Plus if they wait on line they should have all the info ready.
Store Reps it's usually the activation or upgrade fee - don't tell them to call Care, I will send them back to you to credit it because Care does not.
Call Center Reps - don't promise a credit for valid charges and then transfer to Care to get it applied, won't happen.
For Care Reps - don't promise a credit to get the customer off the phone telling them you have applied it then note the account that you submitted it to a supervisor but that customer would see credit in 72 hours.
*has been screwed in adjustments by supervisors promising, notating and not placing the credit on the account before quite a few times.*
No quality. No survey scores. Incompetent.
As soon as they answer the phone they go on the offensive.
But apparently they can read well enough to log in and put snotty notes on my account.๐ฟ
Care Rep- Hi this is Care Rep are you calling about number 1234567?
Me- Hi! Yes I'm calling about 1234566, my name is sigma and I work for an at&t authorized retailer out of anytown, USA. I have a customer by the name of Jim in my store and we need to have his voicemail reset on his account.
Care Rep- Ok. Can I get your name?
ME- Sigma
Care Rep- Ok, do you work for a COR store?
Me- No I work for an authorized retailer.
Care Rep- Ok(agent code verification process) Can I get the customers name?
Me- Yes, his name is Jim.
Care Rep- Ok, what seems to be the issue today
Me- ๐ really? If you'd just listen ...
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"This is Jane Smith with AT&T Customer Care assisting customer Betty Boop. Is this a Corporate store?"
"No, we're an Authorized Retailer."
"Ok, you have a nice day sir."
"Just out of curiousity, what did the customer need?"
"A SIM card/To have their phone checked for LDI/To reset their phone/To transfer contacts/Ringtone tutorials/etc"
"We do that, free of charge."
I'm a half hour drive from any corporate stores, and I hate the idea that customers drive an hour because ARs get bad raps, and are assumed to be cash-clawing help-nots. Not once has it been something we didn't do.
Also, if a customer purchased their equipment online or over the phone, they can (unfortunately) swap it out at a cor store.
Some of the big ARs are reliable and trustworthy, others are just greedy "help-nots" that slam accounts, change the primary line so they get more commission on the upgrade, and even send insurance customers to a cor store. I've never once sent a customer to an authorized retailer...ever.
You guys all need to get on the same page so you can let the customer feel more comfortable about their account.
And I definitely am NOT saying this to bash you guys but when a customer hears conflicting information it makes us wary of everyone.
Just my 2 cents...
Then there are the call center reps who are only taking phone calls to get a paycheck. They're not interested in solving the problem, only getting a resolution and taking the ...
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Poking Pixie said:
FBK got a call at work from Looch one time before Looch got laid off.
How'd they figure that out?
I can't see it going..."This is Looch from carrierX. Thats my phonescoop name. How can I help you?" ๐
I don't think I'd want any of you guys having access to my account ๐
"Customer care said I get a discount with my work. And they told me all I have to do is come in and show my paycheck stub / ID badge and you can apply the discount."
No, I can't apply the discount. No one in a store can apply a discount anymore. I have to fax their pay stub, with a form that can be found online. Guys, if the customer has access to a fax machine, or a work email address, they don't need to come into the store. (this is for ATT btw)