What is wrong with our customer care reps lately?
Case in point: Today I called in to double check on upgrade eligibility for a customer who was in the middle of a contract but hadn't had a phone upgrade since 2003. It looked like he should be eligible for full discount, but I called CC to double check and to have them note the account about it. This guy talks to me as if I were the dumb one and says that he's not in the 11th month or greater of contrac...
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I've done exactly what you said too about calling back when I got a bad rep. For instance, I recently called for a customer to do a pre- to post- conversion for their number (he got it for his daughter and then realized it would be cheaper to add her onto his family plan). The CSR I spoke to didn't even know what I was...
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As you probably know, we're held to an insanely high standard....recently though I think they have shot themselves in the foot. We've had quite a few people let go lately, and now we're understaffed. So, they've been cancelling all offline activities for the last couple of weeks, and even putting Sr. Reps and TA's on the phones! Nobody knows what's really going on, they're riding our butts like white on rice to improve our quality scores, but then they are turning around and riding us to do it faster (lower CRT), but not at the ...
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elihuspeaks said:It's all the folks that realize where Tmobile is and what Tmobile does...offer great service at sensible prices to people who don't want to be swallowed up by the Cingular/Verizon juggernaut. Kinda creates a rational environment, y'know?
I have to agree with you on that . . . my company is a semi-exclusive T-mobile dealer, but we also sell a little bit of Cingular (and used to sell AT&T Wireless). I browse through the Cingular forum too, but it annoys me how it's mainly chat - I've learned very little from reading their posts. In light of that - I'd like to say that I really appreciate some of the extremely informative posts that I've read on this forums. Thanks all!
Aleq said:*Pats Aleq on the bu...I MEAN BACK!*
You know, it occurs to me as I travel around the various forums on this site that we have some of the best spoken, least irrational people around... thanks to all of us who work for this company, and let's give us all a pat on the back for being cool... 😉
muchdrama said:Aleq said:*Pats Aleq on the bu...I MEAN BACK!*
You know, it occurs to me as I travel around the various forums on this site that we have some of the best spoken, least irrational people around... thanks to all of us who work for this company, and let's give us all a pat on the back for being cool... 😉
Hey, it's all connected! *blows kiss* 😉
Aleq said:muchdrama said:Aleq said:*Pats Aleq on the bu...I MEAN BACK!*
You know, it occurs to me as I travel around the various forums on this site that we have some of the best spoken, least irrational people around... thanks to all of us who work for this company, and let's give us all a pat on the back for being cool... 😉
Hey, it's all connected! *blows kiss* 😉
AWWWE Group hug!
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