Store vs. Cust Care
Which is the most common issue you have to resolve in store that a care rep didnt wanted to ?? and viceversa... 😳
...
I work in a coporate store and the biggest issue with care reps is that they don't to help our customers with anything unless is screwing them
...
in all fairness i've seen customer care reps screw up alot of accounts too, i work in nss and while i talk to alot of store reps who are clueless about what they are doing there are equally as many care reps who are just as clueless.
...
NSS is the Best thing ever! I like the fact that the reps are so helpful. I actually get to speak to some of the reps more than once and that's rare from customer service. You guys rock!
...
The most common, it seems, is when a care rep decides to out of compliance with a new phone or repair issue, telling a customer to "just go to the store to get it" and even noting the account.
Sorry, no, you promise something out of compliance you pay for it out of your cost center and RYG.
Sorry, no, you promise something out of compliance you pay for it out of your cost center and RYG.
...
*DING**DING**DING**DING**DING**DING**DING**DI NG
You sir, deserve a cookie
OH, AND STOP SENDING PPL HERE TO CANCEL THEIR ACCOUNTS!!
You sir, deserve a cookie
OH, AND STOP SENDING PPL HERE TO CANCEL THEIR ACCOUNTS!!
...
i agree with ac4321... customer care tells customers that stores can handle a lot of stuff that we really CANT do.. and what pisses me off the most is when a customer places a web/telesales order and gets it wrong care says " all you have to do is go into the store and you can exchange it"... FORGETING TO TELL THE CUSTOMER THAT CORP. STORES NEED THE RETURN AUTH FORM TO DO THIS... then we have to send them right back to care which pisses them off even more
...
There is actually a link that you can go to, and it will give you a hyperlink. The link takes you to a form that you can enter the customers information and 90% of the time it gives you the order, the serial number, phone model, and price paid by the customer. We actually do not require the return authorization form any longer.
...
The hyperlink in s.n.c is corporate approved. We are not required to have the return authorizaion form since this site has been active. It is a fairly new link, i think you should double check with your auditors, as ours do not mark us down as long as we have this form (it actually gives a lot more info than the older return authorization forms). It was approved a few months ago, but the newest M&P on returns was released 3 days ago
...
"Bump" on the last reply. Care almost NEVER notates accounts anymore as well. Quite funny that they dont have an updated list for tech stores as mine is not yet they send customers here at least 5 times a day to just be inconvienenced to drive another 10 minutes down the road through traffic.
...
i have the same issue, luckily there is an authorized repair store within 100 yards of me
...
My biggest issue by far is customer care sending customers in store to receive their discount on a new handset when they are not eligible. We cannot reset this in store. Managers can override it, and will from time to time on a case by case basis, but we have an upgrade compliance report and CANNOT override as many customers that are sent in that are ineligible.
Some care reps are still putting on the 100HUP code on customers accounts and telling the customer that they are now eligible and to go into the store. This is a code that has not been used since July of 2005 and has absolutely no impact in our computers... it does nothing.
Some care reps are still putting on the 100HUP code on customers accounts and telling the customer that they are now eligible and to go into the store. This is a code that has not been used since July of 2005 and has absolutely no impact in our computers... it does nothing.
...
the 100 hup is only good to show that the upgrade is valid and has to be there for teh store to verride an seel and still get commision and the code is only in p2k system. it is not suppsoe to do anything to the system is still has to be overriden.
...
just because the 100HUP code is on the account to show "validity" does not mean that it does not have an effect our RYG... which we are ausdited on... bad audits mean no more job
...
The 100_OFF_HUP code in P2K enables customers whose Handset Life On File requirement for rebate eligibility was erroneously reset to receive the $150 rebate via Mail-In Rebate.
All other rebate requirements must be fulfilled, such as a contract renewal, minimum $34.99 MRC rate plan, etc. The customer would have to pay full price for the new equipment, fill out a Mail-In Rebate form, and the 100_OFF_HUP code should ensure that the customer's Mail-In Rebate is not rejected due to the Handset Life On File when it gets processed at the Rebate Center.
All other rebate requirements must be fulfilled, such as a contract renewal, minimum $34.99 MRC rate plan, etc. The customer would have to pay full price for the new equipment, fill out a Mail-In Rebate form, and the 100_OFF_HUP code should ensure that the customer's Mail-In Rebate is not rejected due to the Handset Life On File when it gets processed at the Rebate Center.
...
What you have missed is..
IT
DOES
NOTHING
I still have to manually audit the price, which hits my compliance, and if that strays too far out of bounds, i get dinged on an audit.
How bout this.. if you want to make an exception, MAKE IT!.. getting back to that one contact resolution.. send them a phone out, charge their bill, credit card, whatever.. but if you feel like doing it, DO IT.
IT
DOES
NOTHING
I still have to manually audit the price, which hits my compliance, and if that strays too far out of bounds, i get dinged on an audit.
How bout this.. if you want to make an exception, MAKE IT!.. getting back to that one contact resolution.. send them a phone out, charge their bill, credit card, whatever.. but if you feel like doing it, DO IT.
...
Yes, you have to manually audit the price if you're doing the rebate instantly. If the customer purchases the equipment from you at full price, you do not have to override the price. The customer fills out the Mail-In Rebate form and several weeks later, they get the check for their rebate.
That is the way the 100_OFF_HUP code was intended to work. I understand it does nothing as far as your in-store systems are concerned...it wasn't intended to.
That is the way the 100_OFF_HUP code was intended to work. I understand it does nothing as far as your in-store systems are concerned...it wasn't intended to.
...
Then whoever applies it needs to be more clear, as i have customers quite frequently claiming that they were told the discount would be applied INSTANTLY in the store.
i am sure that you do a great job explaining it, it just needs to be hammered into the customers heads that the disc is not instant
i am sure that you do a great job explaining it, it just needs to be hammered into the customers heads that the disc is not instant
...
Not only that, but who the hell wants to do it that way.
Yea, I barely trust that my 50.00 MIR will get fulfilled, I sure dont trust at ALL that my 300.00 MIR on a centro will come back to me.
Which brings us back to.. if you want to make an exception, make it. Dont pawn it off on my RYG scorecards.
Yea, I barely trust that my 50.00 MIR will get fulfilled, I sure dont trust at ALL that my 300.00 MIR on a centro will come back to me.
Which brings us back to.. if you want to make an exception, make it. Dont pawn it off on my RYG scorecards.
...
aha the proble is that when we telling the customer this we need to place the 150hup code on their and that does update their upgrade eligability requirment in the computer so the 150 is takken off instanly at the pos I have verrified this and it does work I routinely do this for customers who are showing the wrong eligability, however i will note that this is in p2k I dont know about ensemble were going in to training on the 3rd.
that being said you are correct on the 100 hup code thats only for their mail in rebate wich is kinda pointless because the system denies everbody anyway.
that being said you are correct on the 100 hup code thats only for their mail in rebate wich is kinda pointless because the system denies everbody anyway.
...
i hate how the store tells them to call in and get teh act fee waived.
i hate how they tell them to call us and we'll replace their phone for free.
i hate how they don't leave notes.
i hate how they put vision, tep, text and all of that on there w o asking the cust.
i hate how they set them up on lts errors.
i hate how they add more than 5 lines to a lts plan
i hate how they call in and think we'll give courtesy credits.
i hate how they will do anything at all to get that one sale even if it means 2 months later the cust is going to cancel bc they just crammed them at the store.
i hate how when a cust goes in to upgrade, and they arent eligable the store sells them a new line and tells them to just switch the new phone to the old lin...
(continues)
i hate how they tell them to call us and we'll replace their phone for free.
i hate how they don't leave notes.
i hate how they put vision, tep, text and all of that on there w o asking the cust.
i hate how they set them up on lts errors.
i hate how they add more than 5 lines to a lts plan
i hate how they call in and think we'll give courtesy credits.
i hate how they will do anything at all to get that one sale even if it means 2 months later the cust is going to cancel bc they just crammed them at the store.
i hate how when a cust goes in to upgrade, and they arent eligable the store sells them a new line and tells them to just switch the new phone to the old lin...
(continues)
...
I see both sides of it. I was a store rep at one point who did the same thing. Sent everyone to care for waived fees and stuff like that. And I also saw as a store rep care agents sending people to stores with incorrect info as well. Now that i work in a care dept i make sure that I don't do the annoying things that i saw/did as a rep. The thing is... sprint needs to be uniform throughout the ENTIRE company. Not care can do one thing that retail can't and vice-versa. This is what frustrates customers and makes them leave. Sprint needs to work together as a team to give a customer a better overall experience!
...
I really coultn't agree with you more that is probably the biggest problem with Sprint. I always try to call care for my customers because i'm never sure what they can and can't do. I would rather them leave the store with the problem fixed or a better understanding, instead of just throwing them at customer care.
...
almost all reps are doing the right thing but the codes doesnt work even if training they told different stuf
...
mottelerj said:...
i hate how the store tells them to call in and get teh act fee waived.
Most of the time, the customers ask ME if that can be done.
i hate how they tell them to call us and we'll replace their phone for free.
No one I know would tell a customer that.. no point, we make commission.. we make a sale, we make money
i hate how they don't leave notes.
RMS auto notes every account I pull up.. not to mention that I have no real need to leave detailed notes on most accounts. If they buy something, my job has been fulfilled, if not, next customer
i hate how they put vision, tep, text and all of that on there w o asking the cust.
Yep, some reps do this... but if I get that customer, thep
(continues)
...
i hate how the store tells them to call in and get teh act fee waived.
Most of the time, the customers ask ME if that can be done.
*you d0ont need to tell themt ocall us. you tell them no then. they ask us to and thats what we say.
i hate how they tell them to call us and we'll replace their phone for free.
No one I know would tell a customer that.. no point, we make commission.. we make a sale, we make money
*you wouldnt believe how many ppldo tell them that
i hate how they don't leave notes.
RMS auto notes every account I pull up.. not to mention that I have no real need to leave detailed notes on most accounts. If they buy something, my job has been fulfilled, if not, next customer
*yeah but sometimes they go in there for an esn s...
(continues)
Most of the time, the customers ask ME if that can be done.
*you d0ont need to tell themt ocall us. you tell them no then. they ask us to and thats what we say.
i hate how they tell them to call us and we'll replace their phone for free.
No one I know would tell a customer that.. no point, we make commission.. we make a sale, we make money
*you wouldnt believe how many ppldo tell them that
i hate how they don't leave notes.
RMS auto notes every account I pull up.. not to mention that I have no real need to leave detailed notes on most accounts. If they buy something, my job has been fulfilled, if not, next customer
*yeah but sometimes they go in there for an esn s...
(continues)
...
Phantom Churn! Store reps telling customers that they can upgrade their phone but they need to get "a new number." The poor cust doesn't even realize that they have a second line, then my numbers look bad because I have to cancel the old number and explain to the customer why the rep did what they did. That is the worst thing to have to do. How do you explain that a customer service store rep didn't have the customer's best interest in mind?
...
A co-worker of mine does this all the time!! I HATE HATE HATE it. I always have to clean up his mess! 😡
...
ablake13 said:
Phantom Churn! Store reps telling customers that they can upgrade their phone but they need to get "a new number." The poor cust doesn't even realize that they have a second line, then my numbers look bad because I have to cancel the old number and explain to the customer why the rep did what they did. That is the worst thing to have to do. How do you explain that a customer service store rep didn't have the customer's best interest in mind?
yep everyone does that here also.. shadey .. and everyone knows but no one ever gets fired.. shoot lets feature flop next no wonder Sprint is horrible.. and dont get me started on SERO
...
Look everyone there are idiots in every aspect of life and business. Our job is to clean up the messes our idiotic co-workers make, and try to get their mistakes caught so they can be appropriately punished.
As a rep, I have issues with customer care in poor note leaving, and outsourcing. Now I personally don't have a problem with it, and I understand most business with a clientel over 50 million have that sort of thing going on but in my experiance it's a total turn off to most customers (then again, I am located in a hick state).
Now onto the poor note taking, I understand a lot of customers will come in claiming they were promised this and that, and I take it worth a grain of sand (my personal favorite is "they said I could get a ...
(continues)
As a rep, I have issues with customer care in poor note leaving, and outsourcing. Now I personally don't have a problem with it, and I understand most business with a clientel over 50 million have that sort of thing going on but in my experiance it's a total turn off to most customers (then again, I am located in a hick state).
Now onto the poor note taking, I understand a lot of customers will come in claiming they were promised this and that, and I take it worth a grain of sand (my personal favorite is "they said I could get a ...
(continues)
...
