Trigger statements
What is exactly outlined in vzw policy to be considered as trigger statements? I tested this by calling cust care 3 times each one with a valid trigger statements.....not 1 rep made a save attempt....what gives??? i used...whens my contract up? i used competetive pricing,,,and whats my account number (considered a trig statement due to cust needs account number in order to port out) does vzw not bother with retention or were those 3 reps in a row not doing their job right?
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That's kind of interesting. Maybe they don't try to save unless the customer specifically says they want to cancel.
As far as the account number and porting goes... that'a against the law. It seems I heard they cannot try to keep you from porting out or something like that.
As far as the account number and porting goes... that'a against the law. It seems I heard they cannot try to keep you from porting out or something like that.
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No, you can make every attempt to save a customer. Of course you can't force them to stay or stop them from keeping their number. That WOULD be illegal. In fact, a customer should always be asked if they are porting their number before disconnecting an account, because if the account is canceled before the port is complete, chances are that number is gone.
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Very true on the last part.
I just remember hearing somewhere something about the port in thing. I think it's a little tricky. Like if you call in for account number or information to port out they can't try to stall you or talk you out of it. They must just give the info and leave it at that.
I just remember hearing somewhere something about the port in thing. I think it's a little tricky. Like if you call in for account number or information to port out they can't try to stall you or talk you out of it. They must just give the info and leave it at that.
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Well, if someone asks about taking their number or asking for their account number, your first priority should be to address their concern and give them the information. What you SHOULD do, though, is followup with a question like "Why are you looking to cancel your service?" or "Has their been a problem with your phone or your service?" This will leave an open ended question to allow the customer to explain why they are looking to disconnect and giving the rep an idea of what can be offered to retain the customer.
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anyone else have a problem porting nextel numbers? every time i do one i get a text saing that there is a block on the account preventing porting, so the customer calls to have it removed and we resubmit the port. 3 times now they still won't let it go and we have to call vzw port center who calls nextel and we conference call with nextel until everything goes through. it's not unpaid bills or even customer still under contract or any reason, it's just them blocking the port for every nextel i've done. anyone else have this problem? i'm in a nextel partners area, don't know if that makes a difference.
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Nextel puts something on a customer's account called number guard. This blocks any port attempt. Also, when signed up sometimes the account gets assigned a passcode. They have all these blocks. And I have seen stuff like the customer calls, get customer care to have the number guard removed and customer care puts them on hold...and hold...and hold...and 30 to 45 minutes later someone else comes on who gets very testy. Also, keep this in mind. If a customer ports from Nextel Partners, Nextel Partners charges them 25 dollars per number they want to port out.
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holy crap. the one lady i had we called nextel to get the account number, she went over to the store to get the number guard removed, which they claimed to do. then had to call again, they said they took it off. tried to port a 3rd time and the port center tried to conference call, we were on hold for 15 minutes and my lady had to go to an appointment. i gave her the numbers and instructions and told her to call if she needs help. this was at 2. she called me back at 4 and said everything was done. she was on hold with nextel from the time she left my store for 45 minutes and threatened to complain to the fcc and they dropped the guard very quickly. called verizon and had everything done in 5 minutes. i've gotten a few people to just take ne...
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I'll take what's behind door #2. VZW, as with any cell company, will always keep retentions as a top priority. It is exponentially more expensive to activate a new customer than to renew an old one. It's sad but true. Whether the reps did not care or whether they didn't recognize those "trigger" statments (regardless of how obvious the intention to cancel was), the reps would have commited a cardianl sin in the eyes of VZW. Retention is almost everything to cell providers.
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the last time my contract was up about 2 years ago, i told them i was going to go to ????? i got a new phone free which was a $200 phone newly released, $5 off each line (family plan) for 2 years and 100 bonus minutes.
not anymore. told them i was leaving and they said SAYONARA. you will be back.those roll over minutes expire in 12 months. DUH. does verizon not know they start up again after the 12 months and i can get a razr for a lot less.
sayonara VERIZON.
not anymore. told them i was leaving and they said SAYONARA. you will be back.those roll over minutes expire in 12 months. DUH. does verizon not know they start up again after the 12 months and i can get a razr for a lot less.
sayonara VERIZON.
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Because at some point it isn't economical to keep you as a customer. AT&T proved that. They gave away the house to people that were threatening to leave. And they paid dearly for that.
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Yep they did I've seen accounts that are $29.99 nationwide free mobile to mobile unlimted N/W at 7 pm and 800 anytime mins..heck I'd love something like that.
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jpg said:
the last time my contract was up about 2 years ago, i told them i was going to go to ????? i got a new phone free which was a $200 phone newly released, $5 off each line (family plan) for 2 years and 100 bonus minutes.
not anymore. told them i was leaving and they said SAYONARA. you will be back.those roll over minutes expire in 12 months. DUH. does verizon not know they start up again after the 12 months and i can get a razr for a lot less.
sayonara VERIZON.
Anyone else hear the clink of champagne glasses as Verizon CSRs throw a party? 🙂
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so is this post mostly about how to pick a fight with your service provider? I've never been one to demand anything or threaten those provide me with service. Any freebes I get are hand-outs. I got a month comp'ed on my DSL because _I_ gave them the wrong address and it took 2 weeks longer than expected to have service started. I was comp'd a meal for waiting 1/2 an hour for my waiter to return with my meal. Never mentioned anything, wasn't a major concern of mine, I was just taking the opertunity to nap on Chili's comfy booths. as a CSR at Dish I made it a personal goal to look up any account, billing problems and offer solution even if it was unrelated to the call. I'd get a service call, see that each month for 7 solid they've been late o...
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America has really turned into the "what do I get for free" attitude. Black Friday was so freaking annoying. Last year I sold a bunch. This year I sold a few, but I had customer after customer walking in the door and before I could even say HI they were all..."Whatcha got for free today?"
Nobody wants to pay for anything. But yet they still expect the same service level as years past where phones and service costed more. How many threads did this site have when VZW stopped putting holsters in the boxes? LGVX4400 for 199.99 when it came out. Of course you got a holster for that money. LGVX4650 is 70.00, but that cheap VZW didn't put a holster in there even though the phone is 130 bucks less...
Nobody wants to pay for anything. But yet they still expect the same service level as years past where phones and service costed more. How many threads did this site have when VZW stopped putting holsters in the boxes? LGVX4400 for 199.99 when it came out. Of course you got a holster for that money. LGVX4650 is 70.00, but that cheap VZW didn't put a holster in there even though the phone is 130 bucks less...
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man ain't that the truth. a doctor or laywer will pull into the parking lot with a brand new 700 series bmw, then begin to complain about paying 100 dollars or less for a phone. what is wrong with people? do they not understand that cellular like all other industries needs to make money. this isn't a not for profit business, we do need to pay our employees. please people, come to the store with some money...and get accys...lol
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Its all in the market mentality. I was a car salesman for a few years. I had a customer that owned an environment cleaning company and would purchase at least 10 work trucks a year from me. He always dickered on price...always. I knew this, so I always came in a little high knowing he would ask for money off. The dealership I worked for also sold BMW. But BMW would only allow their sales people to sell their cars. A BMW sales person also could not sell any other automobile line...with the exception of used. I could sell Ford, Toyota, Honda, and Nissan at the dealer I worked for, but couldn't sell BMW. Anyway, this customer wanted to trade his car for a BMW 5 series. I took him to a salesman in BMW, but explained why I couldn't sell ...
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so i should point people towards the i730? that way they won't complain because they'll feel they have to pay for the good stuff..lol
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maybe you just don't spend enough to be worth having! 😁 just joking....I hear what your saying, all of those statements without a doubt should have triggered some type of open question to feel out the situation more. if the reps were monitored on those calls they surely would have been marked for coaching if not just failed the call depending on the exact detail/flow of the call for FCR
sadly though, alot of reps will simply look at the acct's CED and if your still in agreement they don't think beyond "ok he/she is still in agreement, if they cancel its 175 plus up to the date billing"
sadly though, alot of reps will simply look at the acct's CED and if your still in agreement they don't think beyond "ok he/she is still in agreement, if they cancel its 175 plus up to the date billing"
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Honestly, I've noticed a big change in how easy it is to get account numbers from customer service reps, with all companies. They all used to go to great lengths to disuade customers, now they don't even flinch. I just cancelled my T-Mobile service the other day, since I work for vzw now and didn't want the same number ... and the csr just said thanks, you'll get your last bill with etf. I was spending about 96 a month.
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masterchief said:
What is exactly outlined in vzw policy to be considered as trigger statements? I tested this by calling cust care 3 times each one with a valid trigger statements.....not 1 rep made a save attempt....what gives??? i used...whens my contract up? i used competetive pricing,,,and whats my account number (considered a trig statement due to cust needs account number in order to port out) does vzw not bother with retention or were those 3 reps in a row not doing their job right?
So let me get this straight? You called cust care just to "test things out" not really needing anything? WOW - you do realize that is a complete waste of our time if you don't really need something. I don't offer sa...
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vzwbabe said:...masterchief said:
What is exactly outlined in vzw policy to be considered as trigger statements? I tested this by calling cust care 3 times each one with a valid trigger statements.....not 1 rep made a save attempt....what gives??? i used...whens my contract up? i used competetive pricing,,,and whats my account number (considered a trig statement due to cust needs account number in order to port out) does vzw not bother with retention or were those 3 reps in a row not doing their job right?
So let me get this straight? You called cust care just to "test things out" not really needing anything? WOW - you do realize that is a complete waste of our time if you don't really
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All of our calls are recorded and any one of them can be chosen for a quality score. Why are you so worried about whether we fail a call or not? Are you that worried about our job security? Was your problem solved? It seems to me that you are just stirring up trouble. If it makes any difference, I have never failed a call. But I appreciate your concern on how well I am doing my job or not. What do you do for a living? Can we critique your work habits now?
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vzwbabe said:
All of our calls are recorded and any one of them can be chosen for a quality score. Why are you so worried about whether we fail a call or not? Are you that worried about our job security? Was your problem solved? It seems to me that you are just stirring up trouble. If it makes any difference, I have never failed a call. But I appreciate your concern on how well I am doing my job or not. What do you do for a living? Can we critique your work habits now?
wow..Why are you gettin so defensive i wanted to know what was considered a trigger statement at vzw thats all previous posters replied with helpful info and everythin was fine until you started getting your panties in a bunch chill ou...
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vzwbabe said:
All of our calls are recorded and any one of them can be chosen for a quality score. Why are you so worried about whether we fail a call or not? Are you that worried about our job security? Was your problem solved? It seems to me that you are just stirring up trouble. If it makes any difference, I have never failed a call. But I appreciate your concern on how well I am doing my job or not. What do you do for a living? Can we critique your work habits now?
Hey, that's not nice! I saw MC workin' the counter at McDonald's, an' he was VERY fast an' courteous. Even asked me if I wanted fries with that.
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vzwbabe said:
...you do realize that is a complete waste of our time if you don't really need something...
...Please don't call reps for "tests" though, we have calls in que that are valid from cust who really do need something.
Amen. But then, I've come to realize since working in customer service at any company, that some people just really don't have anything better to do. I'm constantly amazed at the reason some people call customer service and then have the audacity to complain about hold times.
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When I 1st started A disconnect in our system prompt several save options to the customer. New phone, new plan, save plans, credit on next bill, etc... now it doesn't even do that... it's really up to the CSR to think of the ways to save a customer, but your not going to get something for nothing these days if you don't have tenure and high ARPU. Then again if a customer wants to go because they want a Rollover at Cingy or a Pink RAZR at T-Mob, then how many actually by into "it's the network line." I just say let them know about the 90 day return to service policy.
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I take calls like this all day. Usually the customers that are threatening to leave are the customers that are in the low price plans. I'm not going to waste my time with you. SORRY, lets just admit it. If your in a price plan of $39 or less your just not worth wasting my time. Low price customers are 'jumpers' they go from carrier to carrier, year after year. Our high value customers are with us for the long haul because they know the value of their dollar.
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