Things a Customer could do to cut their complaints in half.
1. PAY YOUR BILL ON TIME!!!!
Guess what? We don't shut off people's service when they pay on time. You also won't get late fees. 😁
2. Take responsibility for the services you use.
If you talk for 3000 minutes on a 1400 minute plan you're going to get charged. Don't say you didn't know. If you subscribe to 10 premium msgs be prepared to pay for it. If you give a 10 year old a phone you better be ready to make out a check for all the games and ringtones he's going to download.
3. Use your phone in reasonable places.
If you're 60 miles in the middle of nowhere or in your basement but you can't figure out why your phone or a certain service isn't working then you probably shouldn't have a cell phone in the fir...
(continues)
Guess what? We don't shut off people's service when they pay on time. You also won't get late fees. 😁
2. Take responsibility for the services you use.
If you talk for 3000 minutes on a 1400 minute plan you're going to get charged. Don't say you didn't know. If you subscribe to 10 premium msgs be prepared to pay for it. If you give a 10 year old a phone you better be ready to make out a check for all the games and ringtones he's going to download.
3. Use your phone in reasonable places.
If you're 60 miles in the middle of nowhere or in your basement but you can't figure out why your phone or a certain service isn't working then you probably shouldn't have a cell phone in the fir...
(continues)
...
You forgot to include customers reading the manual, I used to hate selling a data device only to see it returned because the idiot customer didnt understand the phone. Yet the manual is still wrapped in plastic untouched 👿 Some folks want to look smart and important lol
...
thegoodlife said:
You forgot to include customers reading the manual, I used to hate selling a data device only to see it returned because the idiot customer didnt understand the phone. Yet the manual is still wrapped in plastic untouched 👿 Some folks want to look smart and important lol
Too true. Hella funny. Or maybe the people that try to return the equipment without the box, missing the charger, etc.
...
YES the customer could do a lot to help. RTFM.
BUT
The carriers could do a lot too. THis would make your job a LOT easier.
1)Make a decent manual that has the important basic operating info in a READIBLE type size. Nothing smaller than 10 or 12 pt type.
This is slowly morphing. 'Quick start guides' etc, but people have been 'trained' not to use the manual because even with 20/20 vision, you need a magnifying glass.
2)Make the fonts READABLE- same issue. I have to be honest. Almost all of the new phones seem to have been set up (software wise) by complete ignorant clueless children. Ever try to read a text message on a new phone outside walking down the street, riding in a car (except at night) riding a horse, bicycle, etc?
They're ...
(continues)
BUT
The carriers could do a lot too. THis would make your job a LOT easier.
1)Make a decent manual that has the important basic operating info in a READIBLE type size. Nothing smaller than 10 or 12 pt type.
This is slowly morphing. 'Quick start guides' etc, but people have been 'trained' not to use the manual because even with 20/20 vision, you need a magnifying glass.
2)Make the fonts READABLE- same issue. I have to be honest. Almost all of the new phones seem to have been set up (software wise) by complete ignorant clueless children. Ever try to read a text message on a new phone outside walking down the street, riding in a car (except at night) riding a horse, bicycle, etc?
They're ...
(continues)
...
CaptJeff said:
So with all due respect, Competent, HELPFUL, people who don't make customers in the store wait for ever, and value the customer's time.
I have found a few and I have to say, dealing with them is a pleasure. I don't forget who they are either.
You're assuming all customers are competent enough to keep up with these competent, helpful employees. Bad assumption. Tons of idiots out there...
Wanna know why people buy online? They don't have to wait in the store for an unreasonable amount of time.
No, it's because online has better pricing because there is very little overhead. Buying online is the equivelency of buying from Walmart. God help you if you shop ...
(continues)
...
CaptJeff said:...
YES the customer could do a lot to help. RTFM.
BUT
The carriers could do a lot too. THis would make your job a LOT easier.
1)Make a decent manual that has the important basic operating info in a READIBLE type size. Nothing smaller than 10 or 12 pt type.
2)Make the fonts READABLE- same issue. I have to be honest. Almost all of the new phones seem to have been set up (software wise) by complete ignorant clueless children.
3)When that not so thorough customer calls in and whines about his bill, the CS person can be patient (for 2 minutes) and say, yes, but you for got to pay your bill last month, and it's two months. I can set you up in 2 minutes for auto bill pay and it will save you the $5 late cha
(continues)
...
We all know that people don't want to be bothered by reading the @#$%&*! manual, but FACT is that when it is in microscopic type, it's included be cause it has to be, not for the consumer to read it. A quick start manual that IS READABLE will get the customer to read it.
I have stood in line at a Verizon store and watched the CS folks struggle with people. I realize what they go through. It's like trying to explain something simple to a person who doesn't speak english sometimes. I sympathize with the frustration. But it goes both ways.
Short story.
I found a great cs person. I had an FRU sent to me to replace a phone that was crapping out. It was shipped with an obsolete software revision. I needed it today as I was flying out in t...
(continues)
I have stood in line at a Verizon store and watched the CS folks struggle with people. I realize what they go through. It's like trying to explain something simple to a person who doesn't speak english sometimes. I sympathize with the frustration. But it goes both ways.
Short story.
I found a great cs person. I had an FRU sent to me to replace a phone that was crapping out. It was shipped with an obsolete software revision. I needed it today as I was flying out in t...
(continues)
...
vzman23 said:
4. Read your freaking bill!!!
Don't call us up and say, "Why is my bill high?" Gee I don't know, probably because you freaking talked too long or texted too much or downloaded too much crap.
This one bugs the hell out of me. I work in a call center so most of my day is spent taking calls. It annoys the hell out of me when a customer calls in and says "Why is my bill so high" so the first thing I ask is "do you have your bill with you so we can go over it?" and they say "no, I just got this text message saying my bill is xxx.xx and I want to know why."
The idiocy of this is mind boggling. They get a text message telling them their balance and instead of looking at their bill, ...
(continues)
...
they haven't paid in more than 30 days and two bills are stacked on top of each other... you explain the concepts due date, past due and total due and they're like a 6 year old in a physics class
i love it when they say I didn't get my bill...
YOU HAVE 4 WAYS TO FIND OUT!
you get
1.) billed
2.) access on internet
3.) automated system
4.) customer service
You have no reason not to pay your bill.
Your provider could lose 75% of it's collecting capabilities and you could still keep your service on you pichooli (sp?) burning tard
i love it when they say I didn't get my bill...
YOU HAVE 4 WAYS TO FIND OUT!
you get
1.) billed
2.) access on internet
3.) automated system
4.) customer service
You have no reason not to pay your bill.
Your provider could lose 75% of it's collecting capabilities and you could still keep your service on you pichooli (sp?) burning tard
...
vzman23 said:...
1. PAY YOUR BILL ON TIME!!!!
Guess what? We don't shut off people's service when they pay on time. You also won't get late fees. 😁
2. Take responsibility for the services you use.
If you talk for 3000 minutes on a 1400 minute plan you're going to get charged. Don't say you didn't know. If you subscribe to 10 premium msgs be prepared to pay for it. If you give a 10 year old a phone you better be ready to make out a check for all the games and ringtones he's going to download.
3. Use your phone in reasonable places.
If you're 60 miles in the middle of nowhere or in your basement but you can't figure out why your phone or a certain service isn't working then you probably shou
(continues)
...
if the customer did all those things...we would all be out of jobs. we need the customers to be idiots. job security my friend
...
First of all customers are not idiots, and perhaps if you treated them better things would be easier for you. Also, if you feel the need to complain so much, are you really in the right job?
This country is a very service oriented country. Most people do not want to have to figure things out for themselves. They expect others to figure it out for them and quickly explain it to them. If you think it is bad now, wait until the people 24 and under get older. This age seems to be extremely spoiled and wants everything handed to them. On the plus side, most have no respect for material items or concept of money, so you will be replacing many phones!
This country is a very service oriented country. Most people do not want to have to figure things out for themselves. They expect others to figure it out for them and quickly explain it to them. If you think it is bad now, wait until the people 24 and under get older. This age seems to be extremely spoiled and wants everything handed to them. On the plus side, most have no respect for material items or concept of money, so you will be replacing many phones!
...
everybody no matter what job they have, have pet peeves. they'rejust stating them. you can go to a stock broker, i be ttheycan find a pet peeve about their job. the president. congress. in every job that you go to you ask any person and they will always have that one thing that drives them crazy. the only thingis here the ppl that are driving reps nuts are reading it.
...
Get your panties untangled, I didn't complain once about the customers. I was simply trying to show the OP the positives of the situation. I actually enjoy working for VZW. They pay me good money to do what I do. And I don't replace phones, so I guess I don't have to worry about your little tirade.
...
You're right you didn't complain about the customers. You called them all idiots.
...
you guys should stop there is no reason to argue. if youdont agree with what each other posts dont pick, just dont respond to it. it goes back to the rule if you have nothing nice to say dont say anything at all.
...
Nicemanmd said:
First of all customers are not idiots, and perhaps if you treated them better things would be easier for you. Also, if you feel the need to complain so much, are you really in the right job?
This country is a very service oriented country. Most people do not want to have to figure things out for themselves. They expect others to figure it out for them and quickly explain it to them. If you think it is bad now, wait until the people 24 and under get older. This age seems to be extremely spoiled and wants everything handed to them. On the plus side, most have no respect for material items or concept of money, so you will be replacing many phones!
Your first paragraph is not even wort...
(continues)
...
vzwutter said:
if the customer did all those things...we would all be out of jobs. we need the customers to be idiots. job security my friend
I think if the customers did those things the rest of the customers wouldn't have to wait on hold to fix legitimate problems.
...
having customer be stupid is one thing, having them be demanding and assuming we will give them the world for free is another. I never expect any company to just give me something for free. Especially when a customer pulls the, "well, i've been with you for x years and I pay $x each month.. Well, guess what dope, so do i, even as an employee!! we provide a service, and it is not in any way shape for form my responsiblity if you drop your phone in your coffee, or you lose it and don't have insurance. AND, don't tell us that no one told you about insurance when you got the phone. We go over everything with customers at the point of sale but they chose not to listen. When will customers realize that the nicer they are the more they will get...
(continues)
(continues)
...
there, there, it's not THAT bad. The worst thing the cell phone industry ever did was give away free phones.
...
yes, a free entry level phone. now our customer base just expects everything to be handed to them. they want to haggle like we are a car dealer. sure, get the free phone, but don't come crying to me in 3 months when you hate it. it's like driving a pinto vs. driving an Audi. you get what you pay for. Don't come in asking "what can you do for me?" I can do for you what I do for all other customers. the bad thing is, verizon is so obsessed with their nps score that upper management does give the world away. that is what is training our customers, who barks the loudest. God forbid someone score a bad nps score. Let's just give them what they want to get a good score? It defeats the purpose of giving front line employees empowerment.
...
AvgJoe said:
Switch to a GSM network......
Why? So they can have more dropped calls and be more unhappy about an industry as a whole?
...
