Dumbest Customer EVER
I just had a cust who I talked to for over half an hour who couldnt understand why we kept sending her bills for two months worth of service when she was paying two months behind, some peoples children I tell you! 😳 😲 😳
...
Guy calls in says his wife called in Feb some time and made a payment of about 70 dollars on this acct, by money order. now this payment is not showing on any of the cust accts, one cancelled one active. addv cust this is not a problem that all we need is for him to fax us proof of payment, ie a copy of the money order or recipet and we will credit his acct. cust stated that he doesnt have, nor does he need proof of payment to get credit. I addv him he did and then he asked to talk to super, who is now also addv him of the same thing 😈
...
Try this one, customer calls in, has a blue and orange acount, got 2 lines through blue just prior to Day 1, and then last week went wanted a third line to add to his blue family package, was told at store no more blue lines being sold, just orange, so he gets a line on orange, now wants us to link two 2 acounts into, while still keeping 2 lines on blue and 1 on l orange.
and after spending 20 minutes explaining why thats not possible unless he migrates, he proceeds to tell that he is a)gonna sue us for breach of contract, since he states his contract gives him the right to add on new lines if he chooses, and then tells me this would have not happened if the Republicans han not been re-elected 😈 😈
and after spending 20 minutes explaining why thats not possible unless he migrates, he proceeds to tell that he is a)gonna sue us for breach of contract, since he states his contract gives him the right to add on new lines if he chooses, and then tells me this would have not happened if the Republicans han not been re-elected 😈 😈
...
what is up with the calls today, that guy for surely got into a little to much crack today 😈
...
The thing was he was dedly serious, tell me do you have acccess to siebel?
...
No but am getting it soon, start training as on Mar 29, looking forward to it
...
But there some calls that you like to just say , you know what, you get yours now, and i just did!!
Customer calls in and wants to get credit on the account, she has 2 lines one on tdma and one on gsm, she got a rep to cxl her account and waive her ETF, damn rep out of Bothell WA, and noted,customer is loyal and has another account with us,so that was done, but not paying the bills, and hits me up for credit-BIG MISTAKE, she mentions loyalty again, and DEMADS I RESEARCH IT NOW-BIGGER MISTAKE 😈 😈
I research it, i am dual trained on both the tdma and gsm systems.Loyalty got us from her total of 5 tdma accounts- 1 active, 2 cancelled, ans 2 more written off within 18 months.So after that, i reversed the ETF, we don't wa...
(continues)
Customer calls in and wants to get credit on the account, she has 2 lines one on tdma and one on gsm, she got a rep to cxl her account and waive her ETF, damn rep out of Bothell WA, and noted,customer is loyal and has another account with us,so that was done, but not paying the bills, and hits me up for credit-BIG MISTAKE, she mentions loyalty again, and DEMADS I RESEARCH IT NOW-BIGGER MISTAKE 😈 😈
I research it, i am dual trained on both the tdma and gsm systems.Loyalty got us from her total of 5 tdma accounts- 1 active, 2 cancelled, ans 2 more written off within 18 months.So after that, i reversed the ETF, we don't wa...
(continues)
...
See, 😢 , there's nothing like a fellow rep who does his job correctly. I'm so proud of you, man... Keep up the good work 😉
...
lexical said:
See, 😢 , there's nothing like a fellow rep who does his job correctly. I'm so proud of you, man... Keep up the good work 😉
well i like the motto of stone cold, thats why i picked the handle "DTA don't trust anyone or , you mess with mew son, i open a fresh can of whoop a$$, thats the bottom line cuz i said so!" 😈 😈 😈 😈
...
austin316 said:...
Try this one, customer calls in, has a blue and orange acount, got 2 lines through blue just prior to Day 1, and then last week went wanted a third line to add to his blue family package, was told at store no more blue lines being sold, just orange, so he gets a line on orange, now wants us to link two 2 acounts into, while still keeping 2 lines on blue and 1 on l orange.
and after spending 20 minutes explaining why thats not possible unless he migrates, he proceeds to tell that he is a)gonna sue us for breach of contract, since he states his contract gives him the right to add on new lines if he chooses, and then tells me this would have not happened if the Republicans han not been re-elected 😈
(continues)
...
repCB said:...austin316 said:
Try this one, customer calls in, has a blue and orange acount, got 2 lines through blue just prior to Day 1, and then last week went wanted a third line to add to his blue family package, was told at store no more blue lines being sold, just orange, so he gets a line on orange, now wants us to link two 2 acounts into, while still keeping 2 lines on blue and 1 on l orange.
and after spending 20 minutes explaining why thats not possible unless he migrates, he proceeds to tell that he is a)gonna sue us for breach of contract, since he states his contract gives him the right to add on new lines if he chooses, and then tells me this would have not happened if the Republicans h
(continues)
...
not_in_halifax said:...repCB said:austin316 said:
Try this one, customer calls in, has a blue and orange acount, got 2 lines through blue just prior to Day 1, and then last week went wanted a third line to add to his blue family package, was told at store no more blue lines being sold, just orange, so he gets a line on orange, now wants us to link two 2 acounts into, while still keeping 2 lines on blue and 1 on l orange.
and after spending 20 minutes explaining why thats not possible unless he migrates, he proceeds to tell that he is a)gonna sue us for breach of contract, since he states his contract gives him the right to add on new lines if he chooses, and then tells me this wou
(continues)
...
It just makes me wonder why people always blame political policies for their wireless bills/service... and why people who "know better" tend to agree with them. 😳
...
Man we are getting so off topic it ain't even funny
Here's a call I just had:
Customer(blue) calls in
Customer: I need to go over my bill i believe there's an error with it.
Me:Sure let me bring up your invoice.
Customer😲k see all those additional minutes, those were cingular calls and other att customers, why didn't my mobile to mobile get used.
Me:OK sir you are on a national plan 59.99 from may, 2003, you never had mobile to mobile.
Customer😁on't you know anything about your company.When the merger was done we were all given free mobile to mobile to cingular and att customers, don't you watch your own comercials
Me:Sir that means if you had m2m before it was only att customers, now it expanded to cingular custome...
(continues)
Here's a call I just had:
Customer(blue) calls in
Customer: I need to go over my bill i believe there's an error with it.
Me:Sure let me bring up your invoice.
Customer😲k see all those additional minutes, those were cingular calls and other att customers, why didn't my mobile to mobile get used.
Me:OK sir you are on a national plan 59.99 from may, 2003, you never had mobile to mobile.
Customer😁on't you know anything about your company.When the merger was done we were all given free mobile to mobile to cingular and att customers, don't you watch your own comercials
Me:Sir that means if you had m2m before it was only att customers, now it expanded to cingular custome...
(continues)
...
austin316 said:
Customer:No i hate cingular, don't you know customer service boy...
Apparently so. Well done, austin316, well done.
...
Well, if his contract did state he would be able to add more lines to his account, and if the company didn't give him consideration for not allowing him to, the company is in breach. He can then sue or walk away from the contract with no ETF. Of course, that's just law. Who cares about that, right?
...
davidg4781 said:
Well, if his contract did state he would be able to add more lines to his account, and if the company didn't give him consideration for not allowing him to, the company is in breach. He can then sue or walk away from the contract with no ETF. Of course, that's just law. Who cares about that, right?
Nobody's contract EVER states that he/she would be guarenteed to add more lines.We state in the T&C, that the company has the right to limit lines of service, subject to availability, with no prior notification needed to be given.
...
I understand that, all I'm saying is that if his contract happens to say that he can add lines, and the company didn't let him, or maybe the person that sold the service didn't provide him with a contract, he does have remedies.
For instance, when my bill was added up incorrectly and I called about it, the rep said that if a call started at 859 pm and lasted 2 hours, it would be 2 hours of daytime minutes, not 1 min of daytime and 1 hr 59 min of night time min. I told him that was dumb and asked why I wasnt' told about it sooner. H said it's in your T&C, so I got out all of the paperwork that came with my phone and read through it with him on the phone. I didn't have a copy that stated that, so, therefore, I'm not bound by those terms....
(continues)
For instance, when my bill was added up incorrectly and I called about it, the rep said that if a call started at 859 pm and lasted 2 hours, it would be 2 hours of daytime minutes, not 1 min of daytime and 1 hr 59 min of night time min. I told him that was dumb and asked why I wasnt' told about it sooner. H said it's in your T&C, so I got out all of the paperwork that came with my phone and read through it with him on the phone. I didn't have a copy that stated that, so, therefore, I'm not bound by those terms....
(continues)
...
davidg4781 said:...
For instance, when my bill was added up incorrectly and I called about it, the rep said that if a call started at 859 pm and lasted 2 hours, it would be 2 hours of daytime minutes, not 1 min of daytime and 1 hr 59 min of night time min. I told him that was dumb and asked why I wasnt' told about it sooner. H said it's in your T&C, so I got out all of the paperwork that came with my phone and read through it with him on the phone. I didn't have a copy that stated that, so, therefore, I'm not bound by those terms. If one of my calls lasts through 9pm, I can legally get the minutes after 9 on the NW part. But, I think, through all of the minutes I used, only 2 minutes were from that. The rest of the min
(continues)
...
What if a call starts at 6:55am, and last for 2 hours. Is that going to be a free call entirely?
...
Icyhot said:
What if a call starts at 6:55am, and last for 2 hours. Is that going to be a free call entirely?
Not on the new plans! 😁
(provided said caller does not have 7-7-7)
...
LilShorty said:...davidg4781 said:
For instance, when my bill was added up incorrectly and I called about it, the rep said that if a call started at 859 pm and lasted 2 hours, it would be 2 hours of daytime minutes, not 1 min of daytime and 1 hr 59 min of night time min. I told him that was dumb and asked why I wasnt' told about it sooner. H said it's in your T&C, so I got out all of the paperwork that came with my phone and read through it with him on the phone. I didn't have a copy that stated that, so, therefore, I'm not bound by those terms. If one of my calls lasts through 9pm, I can legally get the minutes after 9 on the NW part. But, I think, through all of the minutes I used, only 2 minutes
(continues)
...
Sure, you can change the terms and conditions, but you can't change it when I call in with a question to my bill. A copy of the new T&C needs to be sent out to us for us to review, and, in my humble opinion, an option to leave the company without an ETF. I mean, think about it, if they suddenly say, ok, now we're going to change you $2.00 for every minute you spend talking, I sure would want to leave.
...
I had a customer call in and was wondering when she gets the benefit of Rollover cause now she under Cingular.
I advised her unfortunately she needs to be in Cingular systems to get this promotion.
Customer sounded disgusted that we can't get her Rollover on her current AWS plan.
"I am sorry lady but you see, you are in AWS systems, this is a Cingular promotion, you are not eligable for it because of this MAJOR factor, does this make sense? Checbacca is a Wookie, he lives on Endor, Ewoks live on Endor, now that does not make sense."
I love using the Wookie defense, even if I didn't actually use it on the call. I wish I could use it on calls.
I advised her unfortunately she needs to be in Cingular systems to get this promotion.
Customer sounded disgusted that we can't get her Rollover on her current AWS plan.
"I am sorry lady but you see, you are in AWS systems, this is a Cingular promotion, you are not eligable for it because of this MAJOR factor, does this make sense? Checbacca is a Wookie, he lives on Endor, Ewoks live on Endor, now that does not make sense."
I love using the Wookie defense, even if I didn't actually use it on the call. I wish I could use it on calls.
...
Link said:
I had a customer call in and was wondering when she gets the benefit of Rollover cause now she under Cingular.
I advised her unfortunately she needs to be in Cingular systems to get this promotion.
Customer sounded disgusted that we can't get her Rollover on her current AWS plan.
"I am sorry lady but you see, you are in AWS systems, this is a Cingular promotion, you are not eligable for it because of this MAJOR factor, does this make sense? Checbacca is a Wookie, he lives on Endor, Ewoks live on Endor, now that does not make sense."
I love using the Wookie defense, even if I didn't actually use it on the call. I wish I could use it on calls.
hhahahaha if someone brought up the ew...
(continues)
...
You know, this is the sort of talk that really rubs customers the wrong way. Apparantly all of you think of us, the customers, as bad, stupid children that need to be brought to heel, taught a lesson in obedience, etc.
Here's a thought to chew on:
Once, a long time ago in a galaxy far far away (for the benefit of the wookie fan) customers were seen as important to the businesses they patronized. With the many mergers that have happened along the way, the importance of a single customer has diminished to the point where a customer service rep, a person pretty low on the totem pole at any corporation, feels the right to berate and ridicule a customer they ought to spend more time serving.
Yes, we are ofen confused. Yes, sometimes...
(continues)
Here's a thought to chew on:
Once, a long time ago in a galaxy far far away (for the benefit of the wookie fan) customers were seen as important to the businesses they patronized. With the many mergers that have happened along the way, the importance of a single customer has diminished to the point where a customer service rep, a person pretty low on the totem pole at any corporation, feels the right to berate and ridicule a customer they ought to spend more time serving.
Yes, we are ofen confused. Yes, sometimes...
(continues)
...
woland said:
Apparantly all of you think of us, the customers, as bad, stupid children that need to be brought to heel, taught a lesson in obedience, etc.
Not all customers, but there are some ones that make you go "huh?", so to say...
On another note, your monthly cell phone bill is over $400? We need to change your price plan or something...
...
That is by far one of the best, thought out responses from a customer I have ever heard. A response that if a customer were to say that to me would make me feel like i was the worst sales rep or customer service rep on earth. Now I don't necesarily agree with most of the stupidity that comes out of some customers mouth, but I think that humans in general have lost the value of the little guy. The guy that has a 19.99 a month rate plan instead of the corpration that has 500 phone lines with a carrier. It gives me great pride and happiness to know that the customer was satisfied with my service that was given. I know that we can't have customers that are always 100% honest or even 100% there mentally but I like to think that's what I'm there f...
(continues)
(continues)
...
And as a fellow customer, it makes me feel good that a rep such as you would agree with what that person said, and understand his position. I too thought it was well written and expressed his opinions in a well spoken manner. We need more reps like you Bigern 🙂
...
ok lets take this in a different direction, i first want to establish i AM NOT a care rep, think about it like this, these guys take like eleventy billion calls a day and all get asked the same questions, now dont you think if people would READ THEIR DAMN STATEMENTS they would have so many fewer questions? i for one have never called into cingular nor tmobile (i have both) for any sort of billing question because i read my invoice and i understand it, its not rocket science people, its just a wireless bill
...
BINGO! 😎
You got that right. BUT, the point is, they don't. I think that is 1 reason why the implimented those Customer Service Summaries. I wonder if that has helped the calling in at all???
You got that right. BUT, the point is, they don't. I think that is 1 reason why the implimented those Customer Service Summaries. I wonder if that has helped the calling in at all???
...
tadams said:
BINGO! 😎
You got that right. BUT, the point is, they don't. I think that is 1 reason why the implimented those Customer Service Summaries. I wonder if that has helped the calling in at all???
what is that? i never got one when i signed up for cingular? oh well, it doesnt matter, cingulars bills are WAY easy to read
...
The CSS, i think, has really helped my customers out. With the new activations, I have seen a decrease in customers that come back asking questions about the bill. Use to, it was always the first bill, (because of the activation fee(s), etc.) but that has become minimal since the CSS was created. I think its great.
...
Still-Learning said:
And as a fellow customer, it makes me feel good that a rep such as you would agree with what that person said, and understand his position. I too thought it was well written and expressed his opinions in a well spoken manner. We need more reps like you Bigern 🙂
Roger that an kudos to the customer's post. On a side note, I'm definately a fan of BigErn, including his movie taste and handle choice... 😉
...
You know, who gives a sh**. The reps on this or the other forums are not exactly members of executive management for the carriers they represent. That'd be a hoot though if the CFO, CTO, or even the CEO came on one of the forums spouting off the dumbest sh** he ever heard someone say...
On that note, the forum creates good fodder for me to read at work. I would never take anything a CSR/REP said on these forums to heart as to effect me switching carriers. "Sir, why do you want to leave such-n-such wireless?" - I heard some of your most abused, lowest paid employees talking sh** on an internet forum...
On that note, the forum creates good fodder for me to read at work. I would never take anything a CSR/REP said on these forums to heart as to effect me switching carriers. "Sir, why do you want to leave such-n-such wireless?" - I heard some of your most abused, lowest paid employees talking sh** on an internet forum...
...
The fact that they are not members of the Executive Committee is a given and irrelevant. If people don't like their jobs they can get another job. If you take a job as a customer service rep and feel surprised that you have to answer any and all questions from the customers, and then you call them stupid, it's a pot calling the kettle blakc scenario.
I'm just asking for people to give their customers the respect that they deserve. Whethere they themselves are respected by their corporation is something that they need to address in their own lives.
Would it make me switch carriers? Unfortunately it's the same story no matter where you go. But if it wasn't, sure. I'd rather spend my money with a person I like than with someone who'...
(continues)
I'm just asking for people to give their customers the respect that they deserve. Whethere they themselves are respected by their corporation is something that they need to address in their own lives.
Would it make me switch carriers? Unfortunately it's the same story no matter where you go. But if it wasn't, sure. I'd rather spend my money with a person I like than with someone who'...
(continues)
...
I'm almost certain (not 100%) that all the CSRs on these forums do not treat the customers any different than they would want to be treated on the phone or in person. I don't think anybody would look at this (the posts) as a stab in the back, unless they were the one that originally called.
Still think the shock comes from wireless afficianodos in love with the concept of using/owning their cell phone in business or everyday life seeing angry CSR posts on these forums and deciding that is NOT how they should be acting. Who cares, I only get wireless service from them (the company, not CSRs), not drinking water.
Still think the shock comes from wireless afficianodos in love with the concept of using/owning their cell phone in business or everyday life seeing angry CSR posts on these forums and deciding that is NOT how they should be acting. Who cares, I only get wireless service from them (the company, not CSRs), not drinking water.
...
If any of these reps on here called any one of these customers stupid on the phone, they would no longer have a job. These are people just venting. Give them a break!
...
precicely...this is like the teacher's lounge, and woland is the student who just walked in to see their idealistic views go out the window. This is not an idealistic world... we have to deal with customers on a daily basis, and some of which just don't catch on, which is frusterating. (holy runon sentence batman!)
A lot of this is the fault of other CSR's who don't adequately go through everything with the customer in the first place, thus leaving us to have to fix sometimes hellacious problems, all because the other dealer was either a) out to get a buck (adding 4.99 detailed billing instead of the free one, or 1.99 basic vm rather than the free one). or b) accidentally clicked the wrong SOC code.
Us reps have to deal with a lot o...
(continues)
A lot of this is the fault of other CSR's who don't adequately go through everything with the customer in the first place, thus leaving us to have to fix sometimes hellacious problems, all because the other dealer was either a) out to get a buck (adding 4.99 detailed billing instead of the free one, or 1.99 basic vm rather than the free one). or b) accidentally clicked the wrong SOC code.
Us reps have to deal with a lot o...
(continues)
...
Man, you people (customers, apparently) should be trying to take advantage of our knowledge of systems and phones etc (and yes, we do know if the company we work for is a bunch of bloodsucking pricks). With all the s*** we have to deal with at work, its annoying to get the customer who thinks we can fix everything, or who asks retarded questions (ie. the top half of my flip phone broke off, how do i activate it? - that actually happened). So, give us a break, honestly, there are stupid people everywhere and in every industry, so just try not to be a stupid customer, if at all possible. Besides. we'd much rather have the stupid ones than the bitchy ones.
...
I think that is the whole point of most of our respones to the original post. I think that the customers put up with just as much crap from reps or shotty salesman as reps do from customers. Let's not forget, Customer Care was invented because the origianl salesman screws up. As well as people who have just become lazy and like you say, "Don't read their statements" I am not taking sides on either post. i am stating as a matter of opinion I think that we as humans do not know the meaning of customer service. I did like what you said about not taking peoples posts to heart (i.e. reps or sales people) I think that if we stick to our beliefs and believe what we believe, we won't allow that to happen. I am not a believer of "The customer is alwa...
(continues)
(continues)
...
I semi-agree. I still think the problem is with interpretation. The customer obviously did not understand what was explained to them by the salesman about the phone and/or service. Determining issues: is the customer of below average intelligence? Is the customer the kind of person who ALWAYS gets something for nothing out of life. Are they the type of people that hear only what they want to hear. I think the CSRs or whomever are posting are referring to those kinds of people in their posts. Those are the kinds of people that happened to call that pissed them off and inspired them to write these threads.
...
😉 I see what you're saying 😉 totally understand where you're coming from
...
There can be poor service at the point of sale too, don't leave that option out. I'm a sales rep and I know that some reps can be shady.
...
Oh absolutely! I'm a sales rep too and I know first hand experience of reps even in my company who have been shady before, good thing about my company though is that when there are things like that going down that they "eliminate the possibility of it happening in the future" if ya know what I mean. I think one of the number one problems that csr's deal with is an uneducated customer who could have had an advantage over the next customer if the sales rep who handles his/her sale would have been truthfull and up front about everything the customer should have known. So I agree with you fully
...
Liste, is the customer does not understand the interpretation of what you tell them, then guess what Tough Fricking Stuff.The fact is that if they are told the info then they don't understand and don't ask questions, then thats the customers fault.
It's some tool who called on with a local (regional) package, and says why did i get charged for roaming, it was told i got free long distance calling???Her freakin statement even says from domestic long distance within your local area.
So she wants a credit, look at past bills, has tried the issue before was given 1/2 roaming credit 6 months ago, with a offering of the national plan, and declined, then claimed misinformation over that.Told sorry baby, you got your bite at the apple, no mor...
(continues)
It's some tool who called on with a local (regional) package, and says why did i get charged for roaming, it was told i got free long distance calling???Her freakin statement even says from domestic long distance within your local area.
So she wants a credit, look at past bills, has tried the issue before was given 1/2 roaming credit 6 months ago, with a offering of the national plan, and declined, then claimed misinformation over that.Told sorry baby, you got your bite at the apple, no mor...
(continues)
...
I'm not saying you are wrong🙂 i'm actually agreeing with you. I just think there is a certain.... professional way of disposing of the situation. Instead of turning into Mr. Hyde because some schmuck is either a liar or deceiptful, take a step back (and I'm not saying you in particular) and handle it with a more professional, positive attitude. I think csr's are paid to provide customer service not to determine wether or not a customer is a criminal or a pure idiot. that's all 🙂 😉
...
I completly agree as a CSR.
On the phones I'm completely professional to everyone who calls in.
From the Cell phone Guru (CSR wet dream) IE: Someone who knows what there plan is and what they want and understand the bill.
To the Cell phone Monkey IE: Someone who should not be allowed to have a phone.
I'm respectful to all..... on the phone. Off the phone I'll vent frustration any way I can. If I ever post in a "dumb cust" thread. No matter how rude my post may seem to be I assure all that I was respectful, patient, helpful to the customer.
On the phones I'm completely professional to everyone who calls in.
From the Cell phone Guru (CSR wet dream) IE: Someone who knows what there plan is and what they want and understand the bill.
To the Cell phone Monkey IE: Someone who should not be allowed to have a phone.
I'm respectful to all..... on the phone. Off the phone I'll vent frustration any way I can. If I ever post in a "dumb cust" thread. No matter how rude my post may seem to be I assure all that I was respectful, patient, helpful to the customer.
...
Listen to yourself!
"sorry baby you got a bite of the apple."
"some tool"
"Liste, is the customer does not understand the interpretation of what you tell them, then guess what Tough Fricking Stuff"
You hate these people. You probably hate your job. Your manager is blind not to see your poor attitude because you're still employed.
You are there to answer questions. That is all. If you have to answer the same one over and over again, and if you have to explain yourself over and over again, that is your job.
If you don't think it is your job, then you will be a customer service rep for the rest of your life. No promotions for you, my brilliant, all knowing, all powerfull, overacheiving friend. This is as good as it gets....
(continues)
"sorry baby you got a bite of the apple."
"some tool"
"Liste, is the customer does not understand the interpretation of what you tell them, then guess what Tough Fricking Stuff"
You hate these people. You probably hate your job. Your manager is blind not to see your poor attitude because you're still employed.
You are there to answer questions. That is all. If you have to answer the same one over and over again, and if you have to explain yourself over and over again, that is your job.
If you don't think it is your job, then you will be a customer service rep for the rest of your life. No promotions for you, my brilliant, all knowing, all powerfull, overacheiving friend. This is as good as it gets....
(continues)
...
I'm with you, wrong attitude to have towards your job and life in general. very well spoken my good sir😁 😉
...
It's inconsequential. The funny thing is the CSR is at work on the company's computer posting to this site between customer calls. Priceless. I always thought the beautiful thing was the ability of phone reps or store reps to jump from one carrier to another. "I don't like Cingy anymore, so I put in a resume at Verizon..." Things are different when you're in your thirties, forties, have kids & a mortage. When you're in your twenties you can jump from job to job, hotel to hotel, restaurant to restaurant... Hell, keep the stupid customer posts coming...
...
I see where you're coming from. I have to admit that a lot of these posts keep me entertained. My original post was not in any way shape or form barking at csr's for being S.O.B's. My post is a general thought about being professional and classy about your job, No matter what you do. Maybe you missed my point entirely which is ok. My intentions are not to argue with anyone rather than to keep me occupied at my job on down time by having a conversation. nothing more, nothing less 🙂 good times my friend 🙂 isn't life funny 😎
...
Your life must be peachy. He is letting out frustration on a site that lets him do so. I would bet that he doesn't treat the customer like that, because if he did, he would not have a job. You are right that is his job, but he can still get frusterated with things just like anyone who has emotion does. I get upset all of the time. The phone industry is tough. You can't be happy everyday, allday long. We are human. As long as the customer does not know that you are upset, it is okay. I am sure he conducts himself in a professional manner. The part that makes EVERYONE who works for a phone company upset is customers that try to get something for nothing. The ones who try to pull the wool over everyones eyes. Our system doesn't let ...
(continues)
(continues)
...
Man are you WAY OFF, here 1 sample how i handle a call:
Customer:Why is my bill $1000.00
Me:Well let's review, you were supposed to be on $150.00 a month plan plus your extra line, and was not, so you got your bill re-rated for 3 months,correct?
Customer: yes and?
Me:Well yes, so your average bill each month should have been $190.00 X 3 months, now you also did some extra things, like e-wallet downloads, kb usage, and 411 calls, you also never paid your last final tdma bill which was around, $240.00.So for all of that that brings you to $1000.00,plus late fees.
Customer: you better give me credit i can't pay that.
Me:Sir we aren't going to give you credit, as a reward for not paying any bills in 3+ months.
Customer:Well you better...
(continues)
Customer:Why is my bill $1000.00
Me:Well let's review, you were supposed to be on $150.00 a month plan plus your extra line, and was not, so you got your bill re-rated for 3 months,correct?
Customer: yes and?
Me:Well yes, so your average bill each month should have been $190.00 X 3 months, now you also did some extra things, like e-wallet downloads, kb usage, and 411 calls, you also never paid your last final tdma bill which was around, $240.00.So for all of that that brings you to $1000.00,plus late fees.
Customer: you better give me credit i can't pay that.
Me:Sir we aren't going to give you credit, as a reward for not paying any bills in 3+ months.
Customer:Well you better...
(continues)
...
tadams said:
how was I way off?
You were way off saying that i don't talk to customer like that, man you were WAY OFFFFFFFF! 😈 😈 😈
...
I was speaking for the reps then who just feel this way and don't act it out. First of all I think that you are all talk, and just like the attention that we are paying to you. If you really did speak with customers the way that you claim that you do, then I would imagine that you would be fired by now. Someone in your department must not be doing their job correctly. Where are you from, so that I can hang up on all of the reps that I get from there.
...
I won't tell you, but i will lay the smack down, ando open a huge can of whoopass!!!
As for being all talk, you go on think that way, thats what the others thought oo, the bottom line customers are gonna get off the blue side, one way or another!!!!
As for being all talk, you go on think that way, thats what the others thought oo, the bottom line customers are gonna get off the blue side, one way or another!!!!
...
Okay...
Your point is? I think you did actually answer the other guy who claimed no one is unprofessional.
Sure, the guy's a deadbeat, perhaps a cheat.
Did you offer him a payment plan? Did you offer to settle?
See, that actually isn't your job. That's RM (receivables management?)'s job. You transferred the call.
That was really hard work. How can anyone be expected to deal with this?
I am curious now, why does this bother you? It's not like you're digging a ditch, is it?
Your point is? I think you did actually answer the other guy who claimed no one is unprofessional.
Sure, the guy's a deadbeat, perhaps a cheat.
Did you offer him a payment plan? Did you offer to settle?
See, that actually isn't your job. That's RM (receivables management?)'s job. You transferred the call.
That was really hard work. How can anyone be expected to deal with this?
I am curious now, why does this bother you? It's not like you're digging a ditch, is it?
...
If I am "the other guy", then let me clarify. I did not say that everyone was professional, or anything like that. MOST of the time, that is the case. It would take alot of guts to actually say some of those things to a customer. Not that it is never done.
...
Listen RM policy is simple and clear cut half and half 1/2 now, ther other half in 7 days.
They transfeerred the call to me, cuz he wantedcredit, i review his bill, explained every aspect of the bill, and he wanted credit as a incentive, so after he was told he is SOL, we don't reward our customers for not apying bills,he thewn refused to apy anthing, then i got him writen off, he hadn't pay from sept to dec,when he was suspended, then when he said gimme a credit or i'm not payin anything, thats when i saod no, he hung up,and i got him written off the next day.
They transfeerred the call to me, cuz he wantedcredit, i review his bill, explained every aspect of the bill, and he wanted credit as a incentive, so after he was told he is SOL, we don't reward our customers for not apying bills,he thewn refused to apy anthing, then i got him writen off, he hadn't pay from sept to dec,when he was suspended, then when he said gimme a credit or i'm not payin anything, thats when i saod no, he hung up,and i got him written off the next day.
...
There are no more words for you. Find a job more suitable for your personality. Respect is still needed with customers. You seem to have a hard time wondering why they don't respect you. Or is it that all of the most ignorant customers seem to be transfered to you. You must be special.
...
Well first of all thank you, i love doing my job.Respect is earned not given.Now as for customers being transferred to me, the best one i had was the customers stated "send me off to a collection agency, i'd rather pay them then your company, so what are you gonna do?"
I just told in the most serious tone - I will have your name, all your information including you SSN, sent off to the outside collection agancy, and anytime you do anything that involves giving any line of credit will be flagged on you, and you couldn't get a loan to buy a stick of bubble gum, now you want to pay me or use that money to cash for your bubble gum? 😈 😈 😈
Told me he was gonna sue if we sent him off, and told him, well you don't pay...
(continues)
I just told in the most serious tone - I will have your name, all your information including you SSN, sent off to the outside collection agancy, and anytime you do anything that involves giving any line of credit will be flagged on you, and you couldn't get a loan to buy a stick of bubble gum, now you want to pay me or use that money to cash for your bubble gum? 😈 😈 😈
Told me he was gonna sue if we sent him off, and told him, well you don't pay...
(continues)
...
You are unbeleivably thick. The fact that you call other people stupid is rediculous. The fact that you have a job in this field is abhorrent.
You know, I never, ever do this -- it doesn't seem like its worth the time. But I've just finished copying your posts and sent them on to a friend at Cingular.
I hope that your bile finds its way back finds its way back to you -- if not, I hope that its used for training purposes somewhere.
You know, I never, ever do this -- it doesn't seem like its worth the time. But I've just finished copying your posts and sent them on to a friend at Cingular.
I hope that your bile finds its way back finds its way back to you -- if not, I hope that its used for training purposes somewhere.
...
Wow everyone the hall monitor just showed up and we don't have a hall pass. Looks like After school detention for all.
...
You have got to be without a doubt, the weirdest person i have ever talked to, let me gurss you were the one in high school, who after seeing in school make a fart sound point and say "Ms. Hoover, they did it!!"
What do you think anyone at cingular is gonna do.let me clue you in something, reps who sit by each other, when they get a real jerk like these ones who called in, get put on speaker so others can listen and laugh at the customer as much as the rep who took the call.
I got news for you, copy this and paste it to your friend, Cuz nothing can be done, and he/she knows it to, you wasted your time, why don't you be a good little person, and go back to running the lunch room and telling on people, that seems to be your true talent!...
(continues)
What do you think anyone at cingular is gonna do.let me clue you in something, reps who sit by each other, when they get a real jerk like these ones who called in, get put on speaker so others can listen and laugh at the customer as much as the rep who took the call.
I got news for you, copy this and paste it to your friend, Cuz nothing can be done, and he/she knows it to, you wasted your time, why don't you be a good little person, and go back to running the lunch room and telling on people, that seems to be your true talent!...
(continues)
...
And comments like these austin (PIR, BLUEGUY) are just not called for. This is very immature, and just plain silly.
...
And since you ARE easily tracked thru your IP address, you being reported IS going to affect you.
...
coldsteel said:
And since you ARE easily tracked thru your IP address, you being reported IS going to affect you.
FYi for you.LKarge Corporations uses multiple servers, and i've logged into the station and looked at my IP adress,its changed 4 times in one night.So that theory goes on the scrap heap.
...
austin316 said:coldsteel said:
And since you ARE easily tracked thru your IP address, you being reported IS going to affect you.
FYi for you.LKarge Corporations uses multiple servers, and i've logged into the station and looked at my IP adress,its changed 4 times in one night.So that theory goes on the scrap heap.
FYI for YOU. Your static IP is tracked based on your workstation. All the IT gurus need to do is get the IP info from your access to this site from the site admin, and you are busted. Your dynamic IP will change, but there is STILL a static IP address to ID your workstation.
So, I just picked that theory off the scrap heap, dusted it off, and placed it in it...
(continues)
...
You cannot have a static IP and a dynamic IP at the same time. It's either or. Not both.
...
Does not matter tonight, i do what i want, when i want for as long as i want.
Its like guy called in to change his package had 4 lines on the family shared package, and needed blue phone, told him ALL GONE, you got 2 choices, migrate and get 4 new phones, and new plan, or don't migrate but try to find one on your own.
Guy didn't like it, but he had NO REAL CHOICE, so he spent $400.00 in phones, another $72.00 in upgrade fees, plus another $14.95 X 4 for shipping.
And all with new 2 year contract on all lines.Man i nail 2-5 lines per day in migrations, cingular loves my a$$, cuz i get the job done at care.They say migrate them and i do!!!!!!
Its like guy called in to change his package had 4 lines on the family shared package, and needed blue phone, told him ALL GONE, you got 2 choices, migrate and get 4 new phones, and new plan, or don't migrate but try to find one on your own.
Guy didn't like it, but he had NO REAL CHOICE, so he spent $400.00 in phones, another $72.00 in upgrade fees, plus another $14.95 X 4 for shipping.
And all with new 2 year contract on all lines.Man i nail 2-5 lines per day in migrations, cingular loves my a$$, cuz i get the job done at care.They say migrate them and i do!!!!!!
...
Good job upselling, considering shared/multi line accounts are exceptions and phones are availible for them
...
woland said:
Furthermore, your earlier post, where you ruined someone's credit because they got on your nerves? Good for you! Super job! You showed her! I better be careful not to get on your bad side!
It seems to me that the customer ruined her own credit and that the rep did what needed to be done to keep the company from losing any more money on this customer who refused to pay her bills. *shrugs* Maybe I'm way off here...
...
Seriously people! The cost brought by these idiots gets reflected by higher plan rates!
...
Exactly, likei had a guy call in to pay his last final blue bill.
He's almost crying, said cingular is nothing like att's care, my bill was messed every month by att, and they would fix it, look no issues, just customer overage, and always claimed misinformation.But anyways he says i get the same erors on their system, and they won't credit me, i wish i could swithc back, he was like on his last day of buyers remorse, but i didn't offer any reverse migration.
So yeah, we gonna get our money out of that guy. 😈 😈 😈 😈
He's almost crying, said cingular is nothing like att's care, my bill was messed every month by att, and they would fix it, look no issues, just customer overage, and always claimed misinformation.But anyways he says i get the same erors on their system, and they won't credit me, i wish i could swithc back, he was like on his last day of buyers remorse, but i didn't offer any reverse migration.
So yeah, we gonna get our money out of that guy. 😈 😈 😈 😈
...
ok first of all why are people getting their panties in a bunch here? given the fact that the MAJORITY of the american population lacks common sense clearly causes these calls, from what i have read customers call in to beg for credit that they CLEARLY did (minute overage, data usage, downloads, etc), ATTWS went out of business FOR A REASON, because they would credit people everything under the sun and i am sure that there were people that would not pay their bills for months at a time due to so much credit, newsflash, attws, cingular, tmobile, verizon, etc ARE NOT NON PROFIT ORGINIZATIONS, they are BUSINESSES they are there to MAKE MONEY, if you have a problem with that, go back to your communist country
...
Dude, you need to seriously think about upping the dosage. Trust me, in life you have to repeat the directions over and over and of course, there will ultimately be someone who asks you the question that has been asked 1,000 times before. You run into jerks and then you run into nice guys--Deal with it, no matter what the profession. Just know that at the end of the day you ultimately have to live with yourself. Do you really want to waste your time getting upset over trivialities? I think you are putting too much energy into whatever company you work for. Hells Bells, we're talking about a communication company, not Feed the Children.
...
I agree. The customer has got to take on some responsibility sometimes.
And also, its not like I am actually ever MEAN to customers. Ever. And most reps aren't. But sometimes, what do the customers expect.
NEWSFLASH CUSTOMERS
Half (or more) reps are outsourced and dont get the proper training.
We get paid very little and are supposed to have some super attitude about helping people.
We have to take call after call after call to meet the stupid quotas and yes, we get you and your situations mixed up.
The company doesn't give a s*** about us, and there is no incentive to do a good job (at least not where I work).
So next time you call in, think about what we have to deal with all day, and dont just assume our life is al...
(continues)
And also, its not like I am actually ever MEAN to customers. Ever. And most reps aren't. But sometimes, what do the customers expect.
NEWSFLASH CUSTOMERS
Half (or more) reps are outsourced and dont get the proper training.
We get paid very little and are supposed to have some super attitude about helping people.
We have to take call after call after call to meet the stupid quotas and yes, we get you and your situations mixed up.
The company doesn't give a s*** about us, and there is no incentive to do a good job (at least not where I work).
So next time you call in, think about what we have to deal with all day, and dont just assume our life is al...
(continues)
...
Shayby said:
Im here for 10.5hrs a day. ☹️
😳
OMG... i hope you get a break in there? (yes that was a question.) I'd go nuts.
...
Im here from 10:50am-10pm. 2 15min breaks, a 40 min lunch and a 10 min unpaid break.
...
ralph_on_me said:
ewwwwwww... my sympathy threshold for CSRs just went WAY up.
We have around 100 reps who do this every weekend.
Thank you for your sympathy.
...
I feel your pain. At least twice a week I'm here (store) for 10.5 with NO breaks, paid or unpaid. Every other day I'm here at least 6.5 hours, again no breaks, openin or closin.
All this done BY MYSELF!!!!
And they wonder why I'm burnt out. 😳
All this done BY MYSELF!!!!
And they wonder why I'm burnt out. 😳
...
Naw they have us work 8.5hrs on sunday to make up the difference. Which still sucks but after hours calls arent that bad. Just incredibly boring.
...
Aw the one who started this thread i cant help but to feel that this was directed at me, now by no means do I think that all customers are stuip, in fact I like a lot of the customers that I end up talking to, I also try to do everything I can to fix there issue or get them what they want, but sometimes they want things that are just not possible, things that make you go "huh". Now I want to make it clear I do not hate the customers, but some times you just have to share what one of them said, beacuse and time you work in any industry you get just the wierdest calls/jobs/requests, and you have to tell some one, either beacuse they were funny or annoying or for whatever other reason, now then some customers might take this the wrong way, but ...
(continues)
(continues)
...
You are correct there was a time when the statement "the customer is allways right" ment something. That may work for a mom an pop shop where averyone is your nieghbor and as a customer and citizen of that town you were held responsable for your actions. This is a nationwide service and most people have no feeling of responsability. heck we gave them a free phone so of course they deserve more free stuff. I know not all customers are not like that but alot of the ones that call in are. No one calls in because they are happy with there service only the ones that have real problems and the ones that think that they can get something for nothing if the complain enough. and those are the ones we are talking about. and no they are rairly allways ...
(continues)
(continues)
...
I can see your point, but maybe start a new forum just for venting. its not fair for the "ignorant" customers who come on here being honest and asking questions that reps may think are stupid. not everyone is technoligcally incline.
...
Hey if you ever see my post on here I try to give the cust who are asking, no matter the question, the best info and service I can give them. Its just the ones that after an hour of them saying what you are saying and they still not getting why they are past due I get fustrated. I dont take it out on the customer but I need to vent some how and on top of it most other people get a kick out of other peoples stuipity, otherwise how would shows like america funnist videos ever work.
Just my two cents 😁 😁
Just my two cents 😁 😁
...
AWS_GUY2 said:
Hey if you ever see my post on here I try to give the cust who are asking, no matter the question, the best info and service I can give them. Its just the ones that after an hour of them saying what you are saying and they still not getting why they are past due I get fustrated. I dont take it out on the customer but I need to vent some how and on top of it most other people get a kick out of other peoples stuipity, otherwise how would shows like america funnist videos ever work.
Just my two cents 😁 😁
America's Funniest Videos doesn't work...people still watch that? 😕
...
CelluNerd said:
I can see your point, but maybe start a new forum just for venting. its not fair for the "ignorant" customers who come on here being honest and asking questions that reps may think are stupid. not everyone is technoligcally incline.
there is a difference between technical competance and COMMON SENSE
...
