Dear Elderly Customers...
I understand getting old is upsetting and causes such disorders like stubborness and the ability to irritate others.
But this is an example of just wasting everybodies time...
Customer escalated to me because was not setup for autopay when migrated to ATTWS... Yes we apologized and offered to setup for autopay... Here's the kicker. Instead of resolving the issue, giving me the card number and everyone be on their merry way he refuses to provide the card # and wants us to research to find out his card number?!
He's on his way to escalate to my AM... What kind of reasoning is it to make life harder and drag out this situation instead of resolving it? Guy is like close to 90 years old.
But this is an example of just wasting everybodies time...
Customer escalated to me because was not setup for autopay when migrated to ATTWS... Yes we apologized and offered to setup for autopay... Here's the kicker. Instead of resolving the issue, giving me the card number and everyone be on their merry way he refuses to provide the card # and wants us to research to find out his card number?!
He's on his way to escalate to my AM... What kind of reasoning is it to make life harder and drag out this situation instead of resolving it? Guy is like close to 90 years old.
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I was thinking you were going to be a complete jerk about something that we could handle, but I have to agree with you on that one, it is ridiculous. Kinda funny though. đ¤Ŗ
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Sorry to dissapoint you on the 'complete jerk' thing, đ
Yeah, the initial reaction is 'idiot'. I'm just surprised at the reasoning... Dumbfounded.
Yeah, the initial reaction is 'idiot'. I'm just surprised at the reasoning... Dumbfounded.
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Im not dissappointed im happy you weren't a complete jerk. đ đ đ
Anyway yup. Lol.
Anyway yup. Lol.
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đĄ People that age don't need a cell phone. Stay home grow moldy and shutup!!
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I had a customer around 70 tell me it should be illegal for "old people" to have cell phones. She was referring to her and her husband. đ¤Ŗ
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The Dark side is so much more enjoyable... Sith can be nice as long as it serves their purpose anyway. Just keep in mind that everyone is nothing more than a tool to be used for you're own personal advancement.
Revenge of the Sith.
Revenge of the Sith.
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Do you guys realize that whatever you are talking about is going right over my head right? đ
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They're talking about the path to the Dark Side. Impossible power that can only be acquired through anger, hate, and suffering.
It's really a beautiful thing. đ
It's really a beautiful thing. đ
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I see...I guess you don't have to know what the path is if you've been on the Dark Side all your life. đ đ
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Ah... But the path begins with pain... Pain leads to Anger, Anger leads to hate, hate leads to suffering... The reward? Power.
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Actually that was the way of the Sith, the dark side is merely the more physically direct usages of the force.
You may go the way of the Jedi and the light side, or the Sith and the dark side.
You may go the way of the Jedi and the light side, or the Sith and the dark side.
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Also, KOTOR 2 introduced us to a different kind of Dark Side... The destruction of the force itself.
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speck said:
Ah... But the path begins with pain... Pain leads to Anger, Anger leads to hate, hate leads to suffering... The reward? Power.
The only problem with this scenario is that if it were true then customer service people would be able to take over the world just from power generated by the suffering they endure from the mass wad, instead of sitting here with our stupid headphones on, staring at blank cubicle walls and wondering why all these mean SOBs aren't at church where they so clearly need to be...
That's the problem with fantasy--those who have power don't need it, while those who have fantasies are admitting their powerlessness in the real world... đ (Yes, I AM a geek loser, and fie...
(continues)
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Good morning--I'm still in shock after my days off, trying to understand why I'm not warm and comfy in my bed, argh... đŋ
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Good Morning (although im not sure whats good about it) I was late for work today. âšī¸
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Aleq said:I've got bunk beds if you want to come on by. But I'm on the top!
Good morning--I'm still in shock after my days off, trying to understand why I'm not warm and comfy in my bed, argh... đŋ
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muchdrama said:Aleq said:I've got bunk beds if you want to come on by. But I'm on the top!
Good morning--I'm still in shock after my days off, trying to understand why I'm not warm and comfy in my bed, argh... đŋ
I bet you are, rrrrowrrr... đ However, since it's considerably closer to my bed than your bunkbeds, I'll have to pass...
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Aleq said:I meant I'd be on the top bunk bed, Ms. Trashy Mind. I've heard you're a bed wetter.muchdrama said:Aleq said:I've got bunk beds if you want to come on by. But I'm on the top!
Good morning--I'm still in shock after my days off, trying to understand why I'm not warm and comfy in my bed, argh... đŋ
I bet you are, rrrrowrrr... đ However, since it's considerably closer to my bed than your bunkbeds, I'll have to pass...
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muchdrama said:Aleq said:I meant I'd be on the top bunk bed, Ms. Trashy Mind. I've heard you're a bed wetter.muchdrama said:Aleq said:I've got bunk beds if you want to come on by. But I'm on the top!
Good morning--I'm still in shock after my days off, trying to understand why I'm not warm and comfy in my bed, argh... đŋ
I bet you are, rrrrowrrr... đ However, since it's considerably closer to my bed than your bunkbeds, I'll have to pass...
Only when properly motivated... đŗ
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Aleq said:I'm erasing this thread from my mind right...NOW! Who're you again?muchdrama said:Aleq said:I meant I'd be on the top bunk bed, Ms. Trashy Mind. I've heard you're a bed wetter.muchdrama said:Aleq said:I've got bunk beds if you want to come on by. But I'm on the top!
Good morning--I'm still in shock after my days off, trying to understand why I'm not warm and comfy in my bed, argh... đŋ
I bet you are, rrrrowrrr... đ However, since it's considerably closer to my bed than your bunkbeds, I'll have to pass...
Only when properly motivated... đŗ
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Now you have me quoting Spaceballs.
đ¤Ŗ
Dark Helmet said:
What's the matter, Colonel Sandurz? Chicken?!?
đ¤Ŗ
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Aleq said:
How about "Blame it on Rio?" đ
depends, does she dance on the sand?
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Aleq said:"Her name is Rio, and she dances on the sand!".
How about "Blame it on Rio?" đ
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muchdrama said:Aleq said:"Her name is Rio, and she dances on the sand!".
How about "Blame it on Rio?" đ
Oh, and **I'M** the nerd? Pblt! đ
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Aleq said:If I wasn't attractive before...I'm totally dope now that you've learned I can sing Duran Duran.muchdrama said:Aleq said:"Her name is Rio, and she dances on the sand!".
How about "Blame it on Rio?" đ
Oh, and **I'M** the nerd? Pblt! đ
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muchdrama said:Aleq said:If I wasn't attractive before...I'm totally dope now that you've learned I can sing Duran Duran.muchdrama said:Aleq said:"Her name is Rio, and she dances on the sand!".
How about "Blame it on Rio?" đ
Oh, and **I'M** the nerd? Pblt! đ
Ooh, baby, ooh baby... đ
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Aleq said:Plbt!muchdrama said:Aleq said:If I wasn't attractive before...I'm totally dope now that you've learned I can sing Duran Duran.muchdrama said:Aleq said:"Her name is Rio, and she dances on the sand!".
How about "Blame it on Rio?" đ
Oh, and **I'M** the nerd? Pblt! đ
Ooh, baby, ooh baby... đ
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Add automobiles to that list of "illegal for old people to have" too please.
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speck said:Hey, t...
I understand getting old is upsetting and causes such disorders like stubborness and the ability to irritate others.
But this is an example of just wasting everybodies time...
Customer escalated to me because was not setup for autopay when migrated to ATTWS... Yes we apologized and offered to setup for autopay... Here's the kicker. Instead of resolving the issue, giving me the card number and everyone be on their merry way he refuses to provide the card # and wants us to research to find out his card number?!
He's on his way to escalate to my AM... What kind of reasoning is it to make life harder and drag out this situation instead of resolving it? Guy is like close to 90 years old.
(continues)
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cantankerous...?!?!?!? please dont use words any bigger than three syllables on saturdays, they make my brain freeze up đ
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Right, I understand that. The problem isn't looking up anything... We do not have his CC# on file... There's nothing to look up! And I wouldn't expect a rep to remember a CC# given to them one month ago.
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speck said:
Right, I understand that. The problem isn't looking up anything... We do not have his CC# on file... There's nothing to look up! And I wouldn't expect a rep to remember a CC# given to them one month ago.
And if one DID remember, I'd be pretty nervous about their motivations! đŗ
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aww you cant hate the elderly customers, becuase they are another market you can target.
the elderly market is just another revenue stream like the prepaid market is to providers.
đ
the elderly market is just another revenue stream like the prepaid market is to providers.
đ
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I wasn't expressing hate. I was helping the reasonable elders to differentiate between an utter waste of time and a reasonable escalation.
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oh i know. the prepaid individuals are in that same boat too, but its revenue so who cares.
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Well, let's see...
Let's use my call for example... The customer's bill was roughly $30
He argued with the rep for 20 min, argued with me for 15 min, argued w/ my mgr for 10 min, argued with another manager for about 30 min, and is escalating to our AM.
Consider the cost of paying these salaries... It calculates higher than the monthly rate, this is his first bill, in the world of revenue... We have lost money with this 'elder revenue providing customer'
As you put it.
Let's use my call for example... The customer's bill was roughly $30
He argued with the rep for 20 min, argued with me for 15 min, argued w/ my mgr for 10 min, argued with another manager for about 30 min, and is escalating to our AM.
Consider the cost of paying these salaries... It calculates higher than the monthly rate, this is his first bill, in the world of revenue... We have lost money with this 'elder revenue providing customer'
As you put it.
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he is allowed to argue. thats the point of CS and reps. by the way that hour is equal out to 30 bucks. so basically its breaken even. second if you guys get him for the 2 years it outweighs that $30 dollars of "waisted" money for the salaries with him arguing with you guys.
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But why should he waste everyones time arguing instead of giving his credit card info and go back to drinking prune juice... LEGALLY we cannot get it from another resource... he MUST give it to us....
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why not? he wants to ask questions. he his allowed too. notice how on the back of the bills it always says something like ... if you have any questions or problems about your bill please call this number ------ .. thats what he is doing.
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you are missing the point, though. the issue in question is whether or not it is worth it for the customer to escalate issues and waste his own time doing so when he can just provide the requested information.
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again, i am not missing any point. if you want to keep the customer happy you would do so with any means possible. if it takes 30-1 hour to explain soemthing then you explain it. why fight over it then have them leave and then they will tell their friends and etc.. my friend word of mouth gets out there and if its bad it can hurt a company. just look at att wireless, becuase of bad pr they started to lose customers left and right. (word got out)
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In this case, though, the guy was asking us to do something that we can not do from both a legal and a physical standpoint. How could it be worth it for the customer to argue this with us for so long, when he could simply provide the requested info? The only possible means we had in this situation was to ask the customer to provide the information, and the customer wanted to argue that with us.
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" the guy was asking us to do something that we can not do from both a legal and a physical standpoint. How could it be worth it for the customer to argue this with us for so long, when he could simply provide the requested info?"
oh, well that is something differnt. or maybe he wanted some clarification on it.
did he get what he wanted?
oh, well that is something differnt. or maybe he wanted some clarification on it.
did he get what he wanted?
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Ok... So you're saying... If it makes the customer happy to argue about an issue that could easily be resolved... It's ok. Because him yelling at us for the issue not being fixed will make him like us and give us good PR... Even though... The issue doesn't get fixed... Right?
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Nextel, you're missing it... Did you not read the situation?
Yes, he is allowed to argue I never said that... But his persistence does not resolve his issue which we are capable and willing to do. He's asking for us to do something we have no access to.
And that hour cost alot more than $30... Don't know what your salaries are but trust me... We did not break even.
And yes we want to keep him... Never said we didn't... I'm stating there is nothing gained from his actions besides wasting time.
Yes, he is allowed to argue I never said that... But his persistence does not resolve his issue which we are capable and willing to do. He's asking for us to do something we have no access to.
And that hour cost alot more than $30... Don't know what your salaries are but trust me... We did not break even.
And yes we want to keep him... Never said we didn't... I'm stating there is nothing gained from his actions besides wasting time.
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