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Replying to: What the heck is Cingular doing?! by mobilephonejunkie8
Re: What the heck is Cingular doing?!
I echo the comments here. I switched to Cingular after being with TMobile for many years. I had always been impressed with Tmobile Customer service, and I was a little trepadacious about Cingular given all the horror stories I'd read.
However I switched in a busy mall store and was given excellent customer service (I was in Lincolnwood Illinois) Last night I called CS to get clarification on my account, and Stephanie was as nice as could be. She hot only answered my question but explained to me how Billing codes work in Cingular's system so if my question ever came up again I would know how to get the correct info. She had to put me on hold for a while while she verified with her manager, but so what?
I think the key to dealing with CS people is to treat them like partners and not like the enemy. I think most of them at a very basic level want to help you, but sometimes Cingular's policies and tools don't always make it easy for the reps to do. I have found the appealing to their better nature usually gets the results I am looking for. I don't expect them to lick my shoes, I only expect them to do their best for me, and if you appeal to that, 9 times out of 10 they will do their best for you. They want to be good at their jobs.
Oh, and one more thing. Just as you would escalate an issue to a manager if you received rude and poor treatment, you should do the same when employees do a good job, or go over and above. I always try to let them know when I've received excellent service, as I believe it will somehow filter down to them and it will come out in their performance review, and only encourage employees to give better service the next time. And that kind of good karma is like money in the bank. Now when Sonia (in the Lincolnwood store) sees me walk in she smiles, and that's a good way to start a conversation.
However I switched in a busy mall store and was given excellent customer service (I was in Lincolnwood Illinois) Last night I called CS to get clarification on my account, and Stephanie was as nice as could be. She hot only answered my question but explained to me how Billing codes work in Cingular's system so if my question ever came up again I would know how to get the correct info. She had to put me on hold for a while while she verified with her manager, but so what?
I think the key to dealing with CS people is to treat them like partners and not like the enemy. I think most of them at a very basic level want to help you, but sometimes Cingular's policies and tools don't always make it easy for the reps to do. I have found the appealing to their better nature usually gets the results I am looking for. I don't expect them to lick my shoes, I only expect them to do their best for me, and if you appeal to that, 9 times out of 10 they will do their best for you. They want to be good at their jobs.
Oh, and one more thing. Just as you would escalate an issue to a manager if you received rude and poor treatment, you should do the same when employees do a good job, or go over and above. I always try to let them know when I've received excellent service, as I believe it will somehow filter down to them and it will come out in their performance review, and only encourage employees to give better service the next time. And that kind of good karma is like money in the bank. Now when Sonia (in the Lincolnwood store) sees me walk in she smiles, and that's a good way to start a conversation.
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