WHY DONT CSTS LISTEN????
So this lady calls in, the call was going well, she was nice at first, and she vid'd her acct. She says her msg icon wont go away. So I told her that it may be the vmail icon, so she curses at me and says its the txt msg icon. So I said ok, then I did the process to have the msg waiting indicatior taken off, and had her check the vmail I left, and it worked. Then she asked me if I deleted her txt msging, I told her no. But i knew it was the vmail icon. So I let her think she was right. And to my question.....Why dont csts listen?????
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Customers don't listen because they are frustrated with technology that they don't understand. By the time they get to you they are not in the most congenial mood. Some folks just need a phone that makes calls, nothing else.
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It's just not the customers... I'm tired of stupid reps. You know the special instructions you are suppose to read before taking action on the account if there are any? Well, they need to make that a pop up. I put in the special instructions not to credit this womans International Roaming for msgs (sms, mms) because she went to Canada. In which tons of calls were made through out Canada, but she then disputes the British Columbia msgs, I educated her on fringe roaming offered as a one time courtesy to credit back the B.C. msgs, and the B.C. msgs only. Then I start calculating the B.C. ones and get ready to end the call before applying credit, and then out of the blue she wants to dispute the Alberta ones.
Well, seeing how much the total ...
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Well, seeing how much the total ...
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I'm not one to rant, but the csts who tries to return their phone when water is dripping out of it drives me crazy. Especially when they threaten my staff and cause a scene. It doesn't really matter how many times that we complain though. Some rep will give a customer the wrong info to get a sale and then it snowballs and then we read a thread about how someone was screwed by ATT, VZ, TM, or Sprint and it usually ends up with the reps who post on here flaming for a day or two.
It starts with a shady rep and ends with a customer who is afraid to admit that they don't know what they are talking about. I feel for the reps that have to deal with the customer (since I am one) and the customer who gets treated like their dumb cause they don...
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It starts with a shady rep and ends with a customer who is afraid to admit that they don't know what they are talking about. I feel for the reps that have to deal with the customer (since I am one) and the customer who gets treated like their dumb cause they don...
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If a customer ever gets crazy and starts a scene, just kick them out. No one has the right to come in screaming like a baby over a god damn cell phone.
We call the police on customers who don't leave when we ask them to. If they cancel, who cares? We don't want your whiny business anyways.
We call the police on customers who don't leave when we ask them to. If they cancel, who cares? We don't want your whiny business anyways.
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Thats great you can if they call in we have to keep them on the line absolutely cannot hang up on them
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I understand how ya feel! I had to spend two hours the other cleaning up another reps messes. Lost sales because of it. IF YOU ARE HONEST WITH YOUR CUSTOMERS FROM THE BEGINNING, YOU WON'T HAVE TO TRY AND COVER YOUR BUTT LATER!!!! I have been in wireless for years and always seem to get stuck working with one rep that won't/can't do their job right!!!!
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In my market special instructions are for receivables management only. That is why they are not read because most of the times the notaiton is No obans....and their ID. I read all of the notes and even read adjustment history and their average amount of bill before I make any decisions.. but keep in mind the customer is always right.
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Sure the customer is. In my billing market you are to read them regardless, and check the notes which usually is auto noted in the memos. And I always renote for other reps who don't read it.
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That happened to me like twice. Then someone told me about putting the FLASH thing in Clarify on the VID page so ppl see it when the acct. populates. But I knw how You feel tho.
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Yeah I should but I see some stupid things on that page for flashes. I usually reserve that for high case things. I just say we have reps who will do whatever the cus says.
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They don't listen b\c they're angry, and they don't understand, I'm assuming it was an older customer. I'm nice to customer service, b\c I understand how hard your job can be.
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Because people are dumb and they think they're always right.
I just had a call now, yes im at work at a call center, and the problem was he was not able to send/receive txts. I did the regular troubleshooting and found out I need to escallate this issue to the Tech Desk. I told the customer this and he didn't believe I did my job correctly and that I don't know what I'm doing. I flat out told the guy that "sir, if you think that you know better than I do, why did you call me for help?"
After that he quickly accquiesed (SP?) and let me transfer him to the Tech Desk
I just had a call now, yes im at work at a call center, and the problem was he was not able to send/receive txts. I did the regular troubleshooting and found out I need to escallate this issue to the Tech Desk. I told the customer this and he didn't believe I did my job correctly and that I don't know what I'm doing. I flat out told the guy that "sir, if you think that you know better than I do, why did you call me for help?"
After that he quickly accquiesed (SP?) and let me transfer him to the Tech Desk
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yeah those people annoy me. i always reply.. "you called to get the issue resolved. I am sorry but the next level of support needs to be contacted in order to get it fully resoloved. It may requring filing a techical ticket to our network operations team." Then you get the ones pissed because they hit all zeros when calling in and they get routed to me and they happen to be in a care market or prepaid account or business account. If they get snippy i say.. HEY you just dialed all zeroes and not your number the automated system routes you to the proper area if you would just utilize it. If you never enter in the proper information it routes you to the next available person.
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