To sprint employees.
How are you doing with the new 5 or fail system? I few as though I am selling the survey more than anything sprint has to offer. I fell that the numbers are skewed because even if a customer is unhappy we still ask him or her to give us a five because that survey will affect our pay.
A good example is our store. Advanced Exchange. Customers have a phone that is messing up and want one that day. We are a small store with almost no inventory. So I create an order and the phone is on backorder and we also have zero in stock. I apologize to the customer and explain that we are a small store and cannot even offer a new phone. I tell him I understand he is upset but he still may get an automated call from sprint asking how my service was in...
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A good example is our store. Advanced Exchange. Customers have a phone that is messing up and want one that day. We are a small store with almost no inventory. So I create an order and the phone is on backorder and we also have zero in stock. I apologize to the customer and explain that we are a small store and cannot even offer a new phone. I tell him I understand he is upset but he still may get an automated call from sprint asking how my service was in...
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Sprint's middle management has been complicit or implicit in this whole charade. The whole system is flawed.
The serious and honest answer is that middle management needs to scratch it and come up with something relevant before they end up like Circuit City. Store managers and district managers need to stop holding their tongues and tell the truth to their ARDs and AVPs.
Dear Sprint, listen to your front line reps. Sometimes *they* are the best source of customer satisfaction information.
The serious and honest answer is that middle management needs to scratch it and come up with something relevant before they end up like Circuit City. Store managers and district managers need to stop holding their tongues and tell the truth to their ARDs and AVPs.
Dear Sprint, listen to your front line reps. Sometimes *they* are the best source of customer satisfaction information.
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its kinda funny our gross add goal at the distict, store and individual rep levels have increased, but we are not being paid for them, unless of course those gross ads pick up the phone when that 866 number calls and gives you a five...ITS JUST ANOTHER WAY FOR A HUGE COMPANY TO NOT PAY ITS EMPLOYEES IF YOU ASK ME!
i don't know about the rest of you, but i will make thousands of dollars less this year compared to last.
i don't know about the rest of you, but i will make thousands of dollars less this year compared to last.
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this is exactly what sprint wants. to screw us. its pretty sad that a huge company has such ****ty methods and procedures. anytime u find a loophole to make more money, they find a way to cap it. isnt the point of commission to have unlimited potential? sprint has become a joke. how can you pay someones "commission" off of what a customer rates you? lol, what a joke.
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The survey is about 40% of the check...In addition to what was said the CSAT call is given to the customers even if they came in to the store to for a simple transaction like making a payment. The customer will be asked if the rep did things like Ready Now or going over their bill which is alot of ground to cover if the customer just wanted to pay their bill and leave.
If I was a customer and I came in the store to pay a bill and later got a call, would I give a 5? After all its just a payment. Four or three would be a good rating for taking cash over the counter.
To get a decent paycheck I guess we have to do Ready Now and go over the customer's bill whether they have 15 minutes to spare or not
If I was a customer and I came in the store to pay a bill and later got a call, would I give a 5? After all its just a payment. Four or three would be a good rating for taking cash over the counter.
To get a decent paycheck I guess we have to do Ready Now and go over the customer's bill whether they have 15 minutes to spare or not
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Alltel has/had (not sure if they still do) something similar to that except it was a little card w/ a number for the customer to call. That way we could pick and choose who we give them too. Didn't effect our pay but the store had to have X amount of surveys each month with a certain score or we would all get in trouble. Haven't' worked their in over a year so it may have changed but to me, that seems like a much better idea and accomplishes the same thing. Plus it avoids situations like the one above where there was absolutely nothing that could be done to make the customer give the rep all 5's. I worked at Sprint when they rolled that thing out and I thought it was really stupid then and apparently it still is.
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i agree that its hard sometimes to talk some customers into giving you a 5. but you do whatever you can to do it. sometimes i tell a customer this affects my pay so that they understand and realize that the issue they had isnt my fault. my advice to disgruntled employees is to quit bashing the company policies and changes. every company is changing at some point, tmobile isnt getting raises this year, cutting hours and verizon is lowering their entry level pay and commission. 4.6 million people in this country have no jobs and collect unemployment. sprint is not doing layoffs on the retail level or any level to my knowledge. if employees are unhappy with still collecting a paycheck from sprint then by all means quit so we can end the hiring ...
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sprint927 said:...
i agree that its hard sometimes to talk some customers into giving you a 5. but you do whatever you can to do it. sometimes i tell a customer this affects my pay so that they understand and realize that the issue they had isnt my fault. my advice to disgruntled employees is to quit bashing the company policies and changes. every company is changing at some point, tmobile isnt getting raises this year, cutting hours and verizon is lowering their entry level pay and commission. 4.6 million people in this country have no jobs and collect unemployment. sprint is not doing layoffs on the retail level or any level to my knowledge. if employees are unhappy with still collecting a paycheck from sprint then by all
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Are you serious? You want people to be grateful that they are making less money for doing the same work they did last year and probably doing a better job now than then as they are more seasoned? That's where we are now? Thanking a company (not just Sprint but ANY company that changes its pay structure to beat its employees out of their wages) just for the right to stand on the front line and deal with rude customers with a sense of entitlement that is off the charts. Nowhere but in the cellular industry do customers feel that they are entitled to a free phone, an unlimited plan for fifty bucks and oh...no contract. That their length of time as a customer with said company somehow justifies their not paying their bill on time and that t...
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its not that they should be happy to make less, its that they should be happy to still have a job and be getting a paycheck. and by the way i am in a position where i try to build morale, im a lead, one of 4 managers at my store. employees that sit around all day complaining dont help the company at all, however people like me who try to be optimistic while everyone else cries does help the company.
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Guess what? This is not a store. Person expresses a legitimate gripe here and you cannot control thought. Do not expect anyone else to be optomistic about having a job that does not value them. Expect good employees to look for better opportunities and jump at them once they are available.
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I've been a Sprint customer for close to five years. I pay my bill on or before the due date in most cases...now that my husband is collecting unemployment it's been a little tougher but I get it in within a few days. I don't feel entitled to a free phone...unless I have a $150 rebate coming to me and I choose a phone for $150 or less. I don't throw phones at people. I have yelled at a call center rep who wasn't committed to solving my problem, and then had the audacity to ask WHY I wanted to speak to his supervisor. I did demand my money back for a phone I bought (and returned within 30 days) that had a glitchy camera, when the tech rep in the corporate store basically told me the phone was fine...I didn't know how to use it.
I wa...
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I wa...
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Sprint is actually using the top box tiering in CSAT now as a weeding mechanism throughout the entire retail employees for headcount reduction. Sprint is over in headcount at the retail level and has moved to top box i.e. "5" to assist with this instead of implimenting an involuntary downsizing. Sprint figures that since 40% of a RC/LRC's commission is based on CSAT, what better way to reduce the amount of CSAT payout than to raise the bar so to speak on what is a passing score which was a 4 or 5, now only a 5. I imagine if a RC/LRC's commission drastically is reduced because of their CSAT payout, the employee will start to seek out alternative employment. Already in my market, 6 have tendered their 2 week resignations to go work at the #1 B...
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