Lawyers
🙄 I tell it seems like everyone and their brother can keep a lawyer on retainer. I just had a customer on the line whining about who his phone display doesnt light up when the phone turns on (LG 4015). Gave him his options and started to get him to migrate to CSE and then all of a sudden it was like F*** this, Ive been on the phone all morning 😢 (Cry me a damn river!) starts bitching about how he just wants the phone to work.
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This just in!!!
Cingular is being sued by one if it's subscribers because he cannot access Online Customer Service. Good think he's a lawyer. 😲
Cingular is being sued by one if it's subscribers because he cannot access Online Customer Service. Good think he's a lawyer. 😲
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I will stop them cold and ask the customers what has his/her lawyer adviced him/her to do in such situation.
I normally refer them to their lawyer and tell them that any moves on the customer's part to fix the issue by themselves may hinder any positive results and simply will be a waste of money and effort by the customer as he/she will be forfeiting the lawyer's retaining fees.
For a person who in the past has used a lawyer for litigating issues will know that it is the lawyer's job to fix the issue for the customer and not the other way around.
For a person who in the past has NOT ever used a lawyer to litigate will simply try to fix themselves. Simply put...if customer is talking to you is because there is no lawyer involved......
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I normally refer them to their lawyer and tell them that any moves on the customer's part to fix the issue by themselves may hinder any positive results and simply will be a waste of money and effort by the customer as he/she will be forfeiting the lawyer's retaining fees.
For a person who in the past has used a lawyer for litigating issues will know that it is the lawyer's job to fix the issue for the customer and not the other way around.
For a person who in the past has NOT ever used a lawyer to litigate will simply try to fix themselves. Simply put...if customer is talking to you is because there is no lawyer involved......
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I am a Cingular rep working in Canada. My center is one of the first of its kind to switch over to being a CSE center. My question is, has anyone actually asked a lawyer to see if it is legal or not to be forced to say our last names at work?
I know that under Canadian law, we do not have to give out our last names if we chose not to, but being we work for an American company, it may be different, does anyone have an answer to this?
I know that under Canadian law, we do not have to give out our last names if we chose not to, but being we work for an American company, it may be different, does anyone have an answer to this?
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LOL ya'll heard about the 'lawyer' trying to launch on a suit on verizon? 🤣
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check out "looking for plaintiffs potential vzn fraud suit" on page 4 in the verizon forum.
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CinRep said:
I am a Cingular rep working in Canada. My center is one of the first of its kind to switch over to being a CSE center. My question is, has anyone actually asked a lawyer to see if it is legal or not to be forced to say our last names at work?
I know that under Canadian law, we do not have to give out our last names if we chose not to, but being we work for an American company, it may be different, does anyone have an answer to this?
Your local laws with supercede.
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Right now they are unresolving any call they monitor that we never used our last name, no fake names either.
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I dont know if that is against the law. I know in my call center in Orlando, we a directly under Cingular and we have a choice to use our last name or a psuedo last name. I never use my real last name.
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Same thing in Los Angeles as far as using a pseudo last name.
The call center in Los Angeles will be converted to a CSE save center effective Jan 24.
It appears that Cingular representatives who don't know the tenure and value of ATT customer migrating to Cingular are losing value putting them at competitors hands.
The call center in Los Angeles will be converted to a CSE save center effective Jan 24.
It appears that Cingular representatives who don't know the tenure and value of ATT customer migrating to Cingular are losing value putting them at competitors hands.
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tnyflrs said:
It appears that Cingular representatives who don't know the tenure and value of ATT customer migrating to Cingular are losing value putting them at competitors hands.
Where TF did that come from?
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Our call center won't allow it. It's ridiculous! I mean, a rep was stalked becuase she had to give her first and last name, and the person looked her up. Man.
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I don't remember that... i recall them saying pseudo names were an option to providing your full name... 😛
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When I went, our gruop had a big arguement with the instructor when she told us we couldn't use pseudo-names anymore...she couldnt' tell us why, just that it was a higher-up desicion.
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speck said:Sweet! I'm Kevin Retchenfletcher.
we have pseudo's at our call center jess...
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JessiCSR said:Bingo! Exactly why NO ONE should ever be made to give out their last name.
Our call center won't allow it. It's ridiculous! I mean, a rep was stalked becuase she had to give her first and last name, and the person looked her up. Man.
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Hey CinRep,
My call center is also one of the 5 selected for the CSE training, as well as one of teh Blue Save Team (coming soon).
We also were recently given the directive of giving out out last names when we answer the phones. However, we were also given the opportunity to submit a form to our supervisors so that we can use a pseudonym for our last names. I personally will be using my last name as I have a hard enough time remember my own name sometimes, let alone a fake one. =P
Let the customer try to find me.
My call center is also one of the 5 selected for the CSE training, as well as one of teh Blue Save Team (coming soon).
We also were recently given the directive of giving out out last names when we answer the phones. However, we were also given the opportunity to submit a form to our supervisors so that we can use a pseudonym for our last names. I personally will be using my last name as I have a hard enough time remember my own name sometimes, let alone a fake one. =P
Let the customer try to find me.
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What is the big deal about telling a customer your last name? When you work in as tore, you give out business cards with all of your information on them, name, phone #, e-mail, work address. I do not see the big problem????
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jhmlbrgr said:The big deal is that many companies/corporations do not require you to give out your last name to customers. I've told customers that I wouldn't be giving my last name out willy-nilly (my first name is original enough that I don't have to give out the last name anyway). People are nuts...you never know why they're asking for the last name. Plastic explosive, though, does come to mind.
What is the big deal about telling a customer your last name? When you work in as tore, you give out business cards with all of your information on them, name, phone #, e-mail, work address. I do not see the big problem????
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That's different. That's YOUR business card. Here, we have to say our last name. And honestly, we get some crazy people, and people have been stalked because of it. I mean, I had someone tell me where I lived on a call becuase they looked my name up in the White Pages. That's seriously not cool.
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Not that I asked them to, they just went and told me. It seriously freaked me out.
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not just white pages, but 411.com or info services on net, it is WAY too easy to find out about someone by their first and last name. My last name is pretty unique, and when I look it up all I find is ME.
This company here is MAKING everyone use their REAL last name, and the only way you get out of it is if YOU supply a police report to the management and prove why you shouldnt have to give it out. This is total BS, I have personally talked to many reps during transfers and they always say "No it's easy to fill out the form and send to sup." I absoluetely refuse to give out my real last name.
This company here is MAKING everyone use their REAL last name, and the only way you get out of it is if YOU supply a police report to the management and prove why you shouldnt have to give it out. This is total BS, I have personally talked to many reps during transfers and they always say "No it's easy to fill out the form and send to sup." I absoluetely refuse to give out my real last name.
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I think if you don't have a "unlisted" phone number, no one can find you online (or in the phone book); unless you have voluntarily "registered" yourself somewhere.
And those 'peoplesearch' places online charge money for their so-called background check reports.
And those 'peoplesearch' places online charge money for their so-called background check reports.
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I'm not talking about them (or white pages online, etc.)...there are "peoplesearch" companies that allow you to search for a person's name and when you find it (and you will...public records), a person can pay a fee for info on where you live, work, etc. The more info they want, the higher the fee. They operate under the disguise of "background checkers".
I'm not on yellow pages online or 411 because I have an unlisted number. And I have not registered myself anywhere online (classmates.com, etc.).
These "peoplesearch" places are very frightening in that anyone can get very personal info on you, and our govt. seems clueless. Try this one http://www.peopledata.com/
Most of these places will even bring up your birthdate along with...
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I'm not on yellow pages online or 411 because I have an unlisted number. And I have not registered myself anywhere online (classmates.com, etc.).
These "peoplesearch" places are very frightening in that anyone can get very personal info on you, and our govt. seems clueless. Try this one http://www.peopledata.com/
Most of these places will even bring up your birthdate along with...
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as jessica said there are plenty of sites that are free. My # was not unlisted before this last name crap, but it sure is now. That does not change the fact that the info is still in their systems and will probably take 2-3 years for them to see I don't have a #.
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The sup's here are programmed to say "The chances of someone finding you and actually doing something are pretty slim" as a way of defending the rule here to only use REAL names.
But I say "It only takes 1"
But I say "It only takes 1"
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US Search is another one:
http://www.ussearch.com »
And here are a ton more: http://www.nedsite.nl/search/people.htm#frien ds
Something else many people aren't aware of (in TX, my state), if you are registered to vote, your voter registration is online! Your name, address, birthdate, and precint...an exact copy of what you carry with you to vote.
[You can obtain forms online to mail in and have the info removed.]
And if you own a home or business, your property tax data (also a scanned copy) is online! Your full address, name, and how much you pay in taxes!
It really worries me after 9/11 that all this stuff is still unsecured...this is how ID theft gets started. At least most states have tightened the laws on obtaining bir...
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http://www.ussearch.com »
And here are a ton more: http://www.nedsite.nl/search/people.htm#frien ds
Something else many people aren't aware of (in TX, my state), if you are registered to vote, your voter registration is online! Your name, address, birthdate, and precint...an exact copy of what you carry with you to vote.
[You can obtain forms online to mail in and have the info removed.]
And if you own a home or business, your property tax data (also a scanned copy) is online! Your full address, name, and how much you pay in taxes!
It really worries me after 9/11 that all this stuff is still unsecured...this is how ID theft gets started. At least most states have tightened the laws on obtaining bir...
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JessiCSR said:That's where owning a gun can be a comfort.
That's different. That's YOUR business card. Here, we have to say our last name. And honestly, we get some crazy people, and people have been stalked because of it. I mean, I had someone tell me where I lived on a call becuase they looked my name up in the White Pages. That's seriously not cool.
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Hey, in most call centers you'll get a quality downcheck for telling a customer where you're located, this is for "company security" due to the high number of total wackjobs with guns and vans full of fertilizer out there--so why should people be forced to use their last names? Use a rep ID or something if you really need the accountability, but as someone who has been personally threatened by a customer who was p.o.'d about a company policy, I totally understand those who refuse to provide their last name, especially if it's a memorable or unusual one. I've had customers who wanted to have sex with me based solely on my voice, and believe me, I do NOT want one of these weirdos figuring out who I am and where I live and coming around to m...
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lostspirit76 said:It's simply called frustration. I get it all the time at work from customers that've been handed off from one person to the next with no end in sight. Just kill 'em with kindness. It always works if you're persistent enough.
🙄 I tell it seems like everyone and their brother can keep a lawyer on retainer. I just had a customer on the line whining about who his phone display doesnt light up when the phone turns on (LG 4015). Gave him his options and started to get him to migrate to CSE and then all of a sudden it was like F*** this, Ive been on the phone all morning 😢 (Cry me a damn river!) starts bitching about how he just wants the phone to work.
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There is absolutely no need to have the customer know our last name. I have no problem being addressed by my first name when conversing with the customer, Not releasing my last name to a stranger will neither provide a positive or negative customer service experience. I have very few customers ask for my last name. In terms of filing feedback It says our last name and AWID in the event notations so the rep who needs to file feedback can fill out the form correctly. I personally never give out any info that is not needed to complete a transaction. The only reason we ask a customer for their last name is to verify the account, the customer is not verifying my accoutn. Doe sanyone ever go to Old Navy to buy a shirt and they ask you for your zip...
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All I have to say is my first and last name are pretty common so come get me. Also who has whos home address???????
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