why do you think sprint gets such a bad rap?
Lack of empathy. Lack of knowledge. Lack of empowerment to make good business decisions. Towards the end of my tenure there, they didn't speak the best English. All very frustrating. Sprint used to have a call center in the city I live in, when they left, it really hurt the job market here for a while.
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the last 2 or 3 times i've called for something simple i've constantly had to be transferred... teach the rep's and higher more people with college education... that would help
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HAHAHA. You think anyone answering those phones has a college degree? Granted there are the scattered few, but we have had no choice but to hire retards recently. Even advanced tech is struggling to keep our headcount up where the calls get answered. But when I get good ones, I have to make sure to hold onto them.
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good point we do hire some ghetto people at my center we're not even in a city type area just seems like we do alot of recruiting in ghetto's and wic offices... i dunno
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Yeah, but that is understandable because isn't something like 75% of Sprint & Nextel customers all low-credit scoring, deposit-paying, WIC receiving, low-lifes from the ghetto? No offense...just stating the obvious
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One of the biggest frustrations that I see from Sprint customer service is that they are never uniform. I think this causes more chaos than anything else simply because everytime you call in, they are saying something different. With the exception of Virginia and Missouri, every call center seems to train their reps differently, and they never seem to use reference materials if they don't know an answer. They just say something.
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stm121184 said:
One of the biggest frustrations that I see from Sprint customer service is that they are never uniform. I think this causes more chaos than anything else simply because everytime you call in, they are saying something different. With the exception of Virginia and Missouri, every call center seems to train their reps differently, and they never seem to use reference materials if they don't know an answer. They just say something.
That is true. Most customer service reps only last 6 months. The longest you can hope for is 5 years for the person to stay.
This is my second go around for being with Sprint. I have done all lines now except for retention, tech tier two and ES. And frankly if...
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Higher, you mean hire, more people with college educations? Before education, companies need to hire people with commom sense and professionalism. Both are things that a college education can't give you. If you have a college degree and your working at Sprint or any other wireless company, you obviously aren't too bright to begin with because if you really were intelligent, you wouldn't be working as a customer service rep or a retail sales associate. No offense..
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ok so let me get this straight, only the idiots and rude people qualify for customer service? i'd assume that just because I made one typo out of all the posts i put up that doesn't mean you assume that i'm one of "those" people.
I'm not even sure I should comment on the rest of your post because it just perpetuates the cycle of encouraging idiocy to talk.
I'm not even sure I should comment on the rest of your post because it just perpetuates the cycle of encouraging idiocy to talk.
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Woops. I posted it in the wrong forum, but overall, their lack of knowledge and understanding of the products and services and the billing. They do not know how to deal with customers properly. Sprint’s CSRs always have been horrible and they let go majority of the Nextel’s CSRs which was a huge mistake because the later is better/smarter/more efficient than the former.
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Interesting question. I think the fact that the knowledge, or lack thereof, of what some reps have are hurting the overall customer service experience. The billing is also horrible but some customers take advantage of some customer reps for credits. I think the reps are just not as bright as others. Sprint customer care has never been good, while Nextel has. There is a huge difference between Sprint CSRs and Nextel’s. Being able to get the information that is correct and resolve any issues, they may have with the customer. That is why Nextel’s were great.
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outsourcing, poor telephone/transfering systems, lack of consistent training/knowledge in cust care, and lack of purpose for said reps.
there are a lot of internal issues right now with sprint, and i think the biggest issue is, as much as our execs are talking about focusing on customers, their actions are showing a bigger focus on adding new subscribers, and that is killing the company, IMO.
not to mention all the back end issues with the new billing system. instead of combining the two account types onto a somewhat solid, and existing billing platform, sprint made the decision to CREATE A WHOLE NEW BILLING SYSTEM, which has so far, been disastrous from a customers point of view.
the nextel subscribers are leaving because they...
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there are a lot of internal issues right now with sprint, and i think the biggest issue is, as much as our execs are talking about focusing on customers, their actions are showing a bigger focus on adding new subscribers, and that is killing the company, IMO.
not to mention all the back end issues with the new billing system. instead of combining the two account types onto a somewhat solid, and existing billing platform, sprint made the decision to CREATE A WHOLE NEW BILLING SYSTEM, which has so far, been disastrous from a customers point of view.
the nextel subscribers are leaving because they...
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what indicators would sprint need to annouce to show to you they have made improvements in customer service?
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Dissolve Ensemble.
That is your first step to gaining respect back from your reps.
That is your first step to gaining respect back from your reps.
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Ensemble is not bad its how Sprint uses it and how they are going about the merger with the billing platforms
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I highly disagree and agree with mobile_trojan. You have to strip every single system that Sprint has whether it is in billing to training. Too bad, they got rid of Nextel’s CSRs. Sprint’s are horrible, and they are one of the reasons why Sprint is doing awful. If I was Garry I would get rid of everyone from Sprint’s side and re-hire everyone who was on the Nextel side. Success would be reached. Otherwise, they will continue to fail.
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well he didn't get rid of all Nextel agents I know my center is a pre sprint merger place, but hey its an out sourced center
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True he did not get rid of all, but he got rid of most of them. Nonetheless, he might as well because the rest of Sprint’s CSRs are not doing anything.
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yah we got shafted as well since they also blame us now for bad service even though the dumbest agent in this center is still equal to a competant agent in a average sprint center
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eh I am used to it espically in email since we have retarded Dakesh email replys to deal with
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Exactly. By the way, when I said you, I didn’t mean actually you. I meant the majority of the Sprint reps.
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To put my own spin on it I believe the CSR issue begins with a lack of accountability. At the stores we can't hang up on customers who are difficult and if we mess up, we know they will come back for us. That is why we get all these people in our stores that want us to fix their CS issues, refusing to call customer support. Solution: Hold CSRs accountable. They hang up and false transfer because they know they can get away with it. Nextel never had this issue in their stores.
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alot of centers do but, alot are not due to controling head counts or fact that they are not monitoring every one like, people want to believe.
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I was going to comment on the subject, but you took the words from my mouth.
AMEN StoreLead
AMEN StoreLead
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StoreLead said:...
not to mention all the back end issues with the new billing system. instead of combining the two account types onto a somewhat solid, and existing billing platform, sprint made the decision to CREATE A WHOLE NEW BILLING SYSTEM, which has so far, been disastrous from a customers point of view.
The billing system is the legacy Nextel billing system. It's not new, just the conversion of old p2k accounts into the Nextel Ensemble system. It has a lot of issues, sure, but most of those are impacting the reps, not really effecting the customers.
These issues, though, are not really the fault of that billing system, but the fault of Sprint's IT department trying to run in all direction
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i can point out a couple of examples from my own dealings with Sprint..(and I'm a Sprint indirect)
1) my firt bill had severall hundred minutes in overage charges that should not have been there. I activated the phones on different dates due to contract issues from ATT. I switched into the 1400 family plan on day 4 of my service and out of the 450 single line plan. SPrint billed me for about 500 minutes of overage plus long distance, plus a few roaming for a total of over $500!!!! 😳 😳 😳 😲 😲 I called in to get it fixed DIRECLTLY to Sprint CC. the rep there was going to give me about $125 total credit... Nooooooo.... the bill is off by $500 not $125.
Not including two activation fees on each line (that was an easy one to do t...
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1) my firt bill had severall hundred minutes in overage charges that should not have been there. I activated the phones on different dates due to contract issues from ATT. I switched into the 1400 family plan on day 4 of my service and out of the 450 single line plan. SPrint billed me for about 500 minutes of overage plus long distance, plus a few roaming for a total of over $500!!!! 😳 😳 😳 😲 😲 I called in to get it fixed DIRECLTLY to Sprint CC. the rep there was going to give me about $125 total credit... Nooooooo.... the bill is off by $500 not $125.
Not including two activation fees on each line (that was an easy one to do t...
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BigShowJB said:
2)Overseas tech support and Billing and colections...nuff said.. get someone in there who can speak English!!!
All technical support is in the states.
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basically would an outreach program be a good idea? rep calls up someone saying hey were sorry we sucked for so long we've gotten better and the door's open for you to try us again...
just an idea
just an idea
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True...Ensemble is the worst system ever. In sales, every time we try to place orders it doesnt even show what rebates they're eligible for! What does that mean? If the cust is looking to get an upgrade, the system only allows the Retail Price even tho some maybe well qualified for rebates. It doesnt give us an ability to change that, and its not a personal option we have as reps to give good pricing on equipment for the customer, its what the system allows us to do! =P
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Ensemble has nothing to do with Sales, and upgrade eligibility is avalible your just not looking for it
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Sprint E-care said:
Ensemble has nothing to do with Sales, and upgrade eligibility is avalible your just not looking for it
No, im saying thru Ensemble, if a cust is eligible for rebates of either $75 or $150 off, it DOES NOT give us the ability to remove that pricing from the phones SRP. Its a major problem, so what we have to do is contact CC and place a credit on the account. It happens maybe 3/10 calls. Also on Employee accounts...just too many problems 😲
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premier and p2k doesnt let us do that so i really wouldnt notice that at all i dont have ensemble yet, and our computers are ready for it but our trainingwas postponed till 2008 for ensemble so we hope to get new comps by then
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orders are placed through FDT once the order has been completed you can go into Ensemble and credit the pending phone charge but if they are ASL they have to pay full
its an issue but hey we should be following the upgrade eligibility
its an issue but hey we should be following the upgrade eligibility
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🙄 it takes like 5 seconds I been using these systems for like 2 years, when introducted to P2k/premier I thaught who threw up and called this a system
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No i know how easy it is to see theyre rebates, i can easily do that. The problem is honoring that price thru our systems. I dunno ha ha im lost as to where this conversation is going 😛
where you said
this really confused me 😛 🙂
where you said
Sprint E-care said:
🙄 I thaught who threw up and called this a system
this really confused me 😛 🙂
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well I am not an orignal P2k user I started with Ensemble so I am differnt from every one else I hate P2k but love Ensemble
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oooooh ha ha i seeeee. I love the P2K ebtry system. Well, im speaking as a sales agent. Now if i were CC and went through these changes i bet it would be a much different story 😛
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yah I know I enjoyed working as a nextel agent more then I do being a sprint but hey they offered E-care with out having to answer the phones so here I am now as Sprint agent
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Really? wow...outta curiosity how many E-mails do you do per day? do you have to hit an average Quota per day? ive always wondered 🤨
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they prefere 5 emails an hour but I do like 7 an hour when I feel like it
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i use asi right now to place all of my orders and we arenot crediting equiptment whatsoever we send ppl who want to upgrade to telesales bc they would have to pay full price and then get a mailin rebate for 150 or 75
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well its not my choice sprint tells us what we can and cant do and they said this is what we have to do
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I used to work for SprintPCS and from the inside, I felt that the Customer Service was horrible. On the first call I was monitored on, they were amazed that I was actually NICE to the customer. I didn't do anything special, I just sounded pleasant. Shouldn't that be the absolute minimum? Their monitoring system was "hit or miss." But it didn't matter if you "missed" or gave misinformation. Your bonus wasn't based on how well you handled your calls, it was on how many customers you up-sold. Up-selling was their main focus. Reps who great on the phone were getting written up for not upselling enough. I caught reps who were getting their pictures splashed around the call center for being such great upsellers, upselling reduntant featur...
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I think their customer service is quite helpful; well the daytime ones are, anyway.
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Well, when I had Sprint I had a business account and most of the time the customer service reps were nice. I just didn't like the long wait time. The main reason I left because of billing errors that were not being corrected. I wasn't one of those people that didn't pay their bill. I ALWAYS paid and my bill was usually around $125-$150/mo. I hope that their billing system has changed. I am going to give Sprint a go when all the new phones are released. 👀
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I went through the same crap with Verizon and T-Mobile. Every company has bullshit, but best to choose the one with the least bullshit.
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the reasons that most have stated when replying. I will say that it's been helpful when I wanna get some goodies for cheap, tho. I currently have free data and pics msging, and 100 txt a month for both my phones, a 10% discount on my service b/c it honestly isn't up to par where I live, and I recently had a local rep mess up a data package expiration, so I got a $10 credit when I wasn't even looking for it; y'all are hurting for a good rep, and in my eyes, are gaining me back as a loyal customer b/c of your efforts, despite the shaft I get whenever talking to a moron that's on the other end of my *2.
That and the plan I'm on ROCKS. 😎
And I work for VZ. 👀
That and the plan I'm on ROCKS. 😎
And I work for VZ. 👀
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you would really hate E-care then since most the time its SERO customers emailing in and trying to get free stuff
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