Roaming charges and supervisors
I don't really understand when a customer calls in to dispute roaming charges .... you go over the map and it clearly states that they were in a roaming area, you explain this ... and they want to speak to a supervisor .... i just got off a call like that ... cust had roaming in an area that wasn't her HCA, i explained all this three time, BAM!! GIVE ME YOUR SUPERVISOR .... why ma'am? he'll tell you the exact same thing!! he's not god, can't flick his nose and expand your calling area 😳
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BadAgent said:
I don't really understand when a customer calls in to dispute roaming charges .... you go over the map and it clearly states that they were in a roaming area, you explain this ... and they want to speak to a supervisor .... i just got off a call like that ... cust had roaming in an area that wasn't her HCA, i explained all this three time, BAM!! GIVE ME YOUR SUPERVISOR .... why ma'am? he'll tell you the exact same thing!! he's not god, can't flick his nose and expand your calling area 😳
Just do what my friend Dave does, when they ask, he knows cuz they want credit, and he tells them, "mam you understand a supervisor has to work hard to get to that position by impressing the boss, you think...
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I get that all the time and my Sup doesnt fall for it and doesnt give anyone credit. That is one thing I like aobut cingular, cuz AWS gave away the WHOLE house
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😳 i'm still AT&T TDMA and 89% of my calls are about roaming and it drives me to drink ... people just don't understand on a NY Local plan your going to get dinged for using your phone in Florida
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I actually haven't had any customer calling about roaming charges in a long time. I thought they were dying off that issue. Guess I am just lucky.
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😈 i wanna get lucky!! as in ... with no dumb roaming customers .... i'll come on to your team anyday!! which one are you on?
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BadAgent said:
I don't really understand when a customer calls in to dispute roaming charges .... you go over the map and it clearly states that they were in a roaming area, you explain this ... and they want to speak to a supervisor .... i just got off a call like that ... cust had roaming in an area that wasn't her HCA, i explained all this three time, BAM!! GIVE ME YOUR SUPERVISOR .... why ma'am? he'll tell you the exact same thing!! he's not god, can't flick his nose and expand your calling area 😳
You never realized? Sups are like leprechauns, magical, powerful, and just dripping gold and credits. 😛
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You think that's bad? A little while ago, I had a customer on the line who wanted to escalate because I couldn't sell her a new line to add to her account. Or rather, the FCC won't allow me to sell in her market any longer. My supe wouldn't take the call (as I told her he probably wouldn't) and she wanted the contact info for HIS boss!
I explained several times how certain markets were not acquired by Cingular and instead sold to other companies, and she lives in one of those markets; and how In those areas, Cingular and AWS have no connection, just as Sprint and T-Mobile have no conection- two seperate carriers. She still refused to accept what I said. I told her, "It doesn't matter who you try and ask- I can't do it. My Su...
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I explained several times how certain markets were not acquired by Cingular and instead sold to other companies, and she lives in one of those markets; and how In those areas, Cingular and AWS have no connection, just as Sprint and T-Mobile have no conection- two seperate carriers. She still refused to accept what I said. I told her, "It doesn't matter who you try and ask- I can't do it. My Su...
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Yeah.... and yet, she couldn't tell me how she planed to get this done or what she was going to try and do.
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I am SOOOOOO glad we got rid of all roaming charges. It sure makes our job easier with customers. Maybe other carriers will figure it out one day.
I once had a call on the old Bell South Mobility which cost me over $100...seems as I was going down I-95 in FL I kept going from one cell providor to another and each time there was a connect fee / roaming charges / long distance charges....anyone remember the "good old days?"
I once had a call on the old Bell South Mobility which cost me over $100...seems as I was going down I-95 in FL I kept going from one cell providor to another and each time there was a connect fee / roaming charges / long distance charges....anyone remember the "good old days?"
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