Dear Cingular Employee
If a few more customers could take some of these items to heart, I won't be so pissed off all day and expect the next customer to request I waive their upgrade fee, give them a free camera phone and throw in some accessories like so many do and I'll be more likely to do whatever I can to help you.
As a Cingular customer, I do not think its my task to see where you are comming from. You chose to take a job knowing you are in a service industry that rates at the bottom of the customer satisfaction food chain for the money YOU agreed to accept.
A customer should be able to ask for ANYTHING without retribution or a "special understanding" of your chosen working conditions. When you buy a car you expect more than ...
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You have to be Victor Cotto 😳 I knew that someday you will found this forum 😡 but let me tell you something as long as we have customers like you WE WILL COMPLAIN ABOUT YOU GUYS 😁
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Mariposa322 said:
You have to be Victor Cotto 😳 I knew that someday you will found this forum 😡 but let me tell you something as long as we have customers like you WE WILL COMPLAIN ABOUT YOU GUYS 😁
NO im not but I am sure there are mny many "Victor Cottos" out there with wireless service. YOu are in the wrong industry if you cannot handle irrational customers without whom you might be doing something else.
Wireless is not a utility like gas and electric. It is still a service industry. With that, service is key to success. Customers expectations are high. Yes. But the advertising leads them to expect more than can be delived. The fine print says it all. Many do not read that nor do the sales r...
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My job is not be compassionate and I cannot handle irrationality or dumbness at no level either personal or professionally so I'll keep complaining about what I think are nasty customers 😁
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Mariposa322 said:
My job is not be compassionate and I cannot handle irrationality or dumbness at no level either personal or professionally so I'll keep complaining about what I think are nasty customers 😁
Pehaps you should be a paramedic instead.....
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I think we all need to have an better understanding of one another... I know as a consumer I know that I am not going to get everything that I want, and if most consumers realize that companies do not live to give things away for free all the time it would make our jobs easier... I mean I am not going to call Comcast (whom I pay a much larger bill to each month than Cingular) when I want a new TV and tell them I want a new Plasma screen TV for free just because I pay for my cable service through them. It sounds silly right.
On the other side of this, if we as representatives of a company can all (AND I MEAN ALL OF US) do our jobs a bit better I think that it will help some. I can not tell you how many countless cusotmers come in my sto...
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On the other side of this, if we as representatives of a company can all (AND I MEAN ALL OF US) do our jobs a bit better I think that it will help some. I can not tell you how many countless cusotmers come in my sto...
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I understand your point although your example is flawed and yes silly.
Comcast never set the precedent of giving away TVs as a lure to subscribe to their service. Only wireless carriers do this as a matter of business. You can't blame someone for projecting no value in something and expecting "free" when in their mindes the company GIVES away the phones.
Free = valueless.
BTW I am one of those customers who screwed up the PUK LOL. But it was my fault and the rep gave me the code in case I did it again.
I, in turn bought an expensive case which I dont use as he would not take any money.
Internal inconsistancies amount to hot potatoes. Do or say Anything to get rid of the problem...not solve the problem. LOL
Comcast never set the precedent of giving away TVs as a lure to subscribe to their service. Only wireless carriers do this as a matter of business. You can't blame someone for projecting no value in something and expecting "free" when in their mindes the company GIVES away the phones.
Free = valueless.
BTW I am one of those customers who screwed up the PUK LOL. But it was my fault and the rep gave me the code in case I did it again.
I, in turn bought an expensive case which I dont use as he would not take any money.
Internal inconsistancies amount to hot potatoes. Do or say Anything to get rid of the problem...not solve the problem. LOL
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You get my jist though... I think that we all just need to understand each other better. I think if you treated everyone on the other side of the _______ (fill in the blank with phone or counter) the way you would want to be treated (within reason) we would be fine.
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the customers also, in my humble opinion, need to realize that things cost money as well...when we order phones, we have to buy them at a set cost...when we buy cases, we do so at a set cost, etc...to ask for everything in the store for free just because you signed a two year contract is laughable at the least...we do not get compensated if we just start giving things away for free...PLUS you have to realize that many of the publications sent to individuals are done so at the corporate level, where they have the deep pockets to discount an item to be free for a customer, whereas us retailers do not have the spare money to let you take whatever you choose...finally, people need to get it through their heads that just because they get a phone...
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What many do not understand is the Cutomer does not NEED to to business with you. However You NEED customers. That is a bitter pill to swallow but it reflects all thats wrong with customer service today except for the very few companies who understand that premise.
T Mobile comes to mind. Thay HAVE to offer better CS I know but thay are the company to watch. Especially for people who do not venture beyond the local limits much. Why pay for a plan that covers you in Chicago or Kansas City if you spend 90% of your time in San Diego?
T MObile covers that local/regional niche well. and offers some national convienience coverage as well.
T Mobile comes to mind. Thay HAVE to offer better CS I know but thay are the company to watch. Especially for people who do not venture beyond the local limits much. Why pay for a plan that covers you in Chicago or Kansas City if you spend 90% of your time in San Diego?
T MObile covers that local/regional niche well. and offers some national convienience coverage as well.
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Most folks would consider a phone be to "utility bill". My mom would have said that and she was born in 1919. You need to realize that your idea that a "cellular bill" is "special" is your viewpoint. Sorry, just because you want "magic" rates from a company with razer thin profits doesn't mean you can redifine stuff to suit your "special" world view. As far as I know, no cellular customer from any company has ever has someone hold a gun to their head and make phone calls.
Yesterday I had a call from a customer that used over 18 Mb of data in one month. Far beyound any "accidental" use. The wife took turns screaming at me that it wasn't her fault and screaming at her husband that it would have been "cheaper to hire a hooker". Can I assume ...
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Yesterday I had a call from a customer that used over 18 Mb of data in one month. Far beyound any "accidental" use. The wife took turns screaming at me that it wasn't her fault and screaming at her husband that it would have been "cheaper to hire a hooker". Can I assume ...
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I haven't witnessed a single sensible response come from you yet. Any customer should expect to get what they pay for, not more, that's why you're paying a set amount. Have you ever gone to a car dealership and paid the Geo Metro price for a Mercedes? NO!! There's a reason for that, YOU GET WHAT YOU PAY FOR. I'm sorry if you believe the standards of society don't apply to you. You are correct that Cingular is a member of the service industry, but it's WIRELESS service that they provide. A contractual agreement is just as binding between a person and a corporation as it is between two corporations, neither of which has an ethical clause. There is no "principle of the matter" or anything of that nature. When was the last time you got filet mig...
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As a Cingular (or sorta a Cingular) employee i understand where you are coming from as a customer, because, you're right, I am a wireless customer as well, and I understanding wanting more than what you pay for, everybody does. Its just the overly rude and greedy people (not the mention the ridiculously stupid ones - come on, honestly people that ask to activate a phone that they dropped in the toilet???) that call in that I like to comment on in these forums.
There are stupid, rude and greedy people everywhere and in every level of business and service, so its nice to be able to vent a little bit to other employees who understand exactly what you mean. I didn't really think this way before I started working here, but, come on, have a li...
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There are stupid, rude and greedy people everywhere and in every level of business and service, so its nice to be able to vent a little bit to other employees who understand exactly what you mean. I didn't really think this way before I started working here, but, come on, have a li...
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There are stupid, rude and greedy people everywhere and in every level of business and service, so its nice to be able to vent a little bit to other employees who understand exactly what you mean. I didn't really think this way before I started working here, but, come on, have a little sympathy. Imagine yourself as a rep that gets yelled most of the day, that is also under enormous pressure from their bosses and client???
I think something like 60% of people in the US dislike their jobs, and I'll bet they complain about it, so give us lowly reps a break. We, well at least I, have WAY more of a problem with the actual company Cingular and the way that its run and treats its employees AND customers alike.
So, in shor
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1 Customers are not always right
2 I will do what I can do for you within the policies and procedures set by my employer and not anything outside of those boundries to appease you because you think you are owed something, because if it comes down to you going away dissappointed and me feeding my family, my family will always win.
3 I DO NOT have to take your abuse because you feel that is the way to get done what YOU want done which may or may not be feasible.
4 I am a sales person, so do not get offended if you are not making me money and I point you in the right direction to get your concerns addressed elsewhere.
2 I will do what I can do for you within the policies and procedures set by my employer and not anything outside of those boundries to appease you because you think you are owed something, because if it comes down to you going away dissappointed and me feeding my family, my family will always win.
3 I DO NOT have to take your abuse because you feel that is the way to get done what YOU want done which may or may not be feasible.
4 I am a sales person, so do not get offended if you are not making me money and I point you in the right direction to get your concerns addressed elsewhere.
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mamosley said:
1 Customers are not always right
2 I will do what I can do for you within the policies and procedures set by my employer and not anything outside of those boundries to appease you because you think you are owed something, because if it comes down to you going away dissappointed and me feeding my family, my family will always win.
3 I DO NOT have to take your abuse because you feel that is the way to get done what YOU want done which may or may not be feasible.
4 I am a sales person, so do not get offended if you are not making me money and I point you in the right direction to get your concerns addressed elsewhere.
1. No they are not, but a skilled rep will be able to make them se...
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Kingfrog, I must give you credit. After reading your posts in the Verizon forum, I felt that you were only capable of bashing people and having no substance to back up your claims. But this is a very intelligent post. Very well thought out. I have a new opinion of you.
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! thing is for certain...there will always be those reps that think the customers are stupid, and customers that think the reps are stupid. I agree with Kingfrog for the most part. We are in the service field. EVERY service has ups and downs, good customers, worthless customers....and vice-versa
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I agree but Cingular should provide more stress relief options for it's employees. Cingular customer service and the sales teams need some sort of stress relief. We do provide a service that is part of what the customers pay for but we are not machines. We are very imperfect and it is easy take the bad customers to seriously and get bitter as a result. In customer care we need more time off the phone and more opportunity for advancement. If those two things do not happen we are going to continue to have low customer satisfaction scores.
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Yes but I never said that is an excuse not to do your job my job is to assist customers no where in the job description did it say nice customers only. I knew what I was getting into when I accepted the position I just was providing insight to why Cingular customer care is ranked so low. I was just saying Cingular could do more to be a better employer.
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coldsteel said:
you think THIS is stressful?!? Try combat. This CSR post ain't diddley. 😎
Hey, given how many customer service types get crazy and shoot up the workplace, coupled with the bomb threats from disgruntled customers I have a hard time distinguishing customer care from your average battlefield... 😲
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please... 🙄
I've been doing this stuff (CSR) for over 6 years, and never heard of or seen any 'postal' rep nor have I ever had a bomb threat at the call center I've been at.
I've been doing this stuff (CSR) for over 6 years, and never heard of or seen any 'postal' rep nor have I ever had a bomb threat at the call center I've been at.
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coldsteel said:
please... 🙄
I've been doing this stuff (CSR) for over 6 years, and never heard of or seen any 'postal' rep nor have I ever had a bomb threat at the call center I've been at.
Lucky you! I've experienced both, but thanks so much for your incredible sense of humor, it just makes the day fly by...
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Well, I've done the 'postal' rage once, but that was when i was in the Army. Came back from a missile range, and saw the SOB my ex-wife was cheating on me with. Handed my rifle to one of my privates, grabbed my bayonet off my belt, and went after him. Took my entire dismount squad to hold me down. 🤣
First Sergeant cussed me out for a few, then connived with the CSM in charge of the post's hospital and got the SOB kicked out for overweight... 😎
First Sergeant cussed me out for a few, then connived with the CSM in charge of the post's hospital and got the SOB kicked out for overweight... 😎
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coldsteel said:*Backs away slooooooowly...*
Well, I've done the 'postal' rage once, but that was when i was in the Army. Came back from a missile range, and saw the SOB my ex-wife was cheating on me with. Handed my rifle to one of my privates, grabbed my bayonet off my belt, and went after him. Took my entire dismount squad to hold me down. 🤣
First Sergeant cussed me out for a few, then connived with the CSM in charge of the post's hospital and got the SOB kicked out for overweight... 😎
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coldsteel said:
you think THIS is stressful?!? Try combat. This CSR post ain't diddley. 😎
It's all relative isn't it?
Cingular would get better CS scores if they psychologically "screened" their applicants for stress tolerance.
Customer Service by nature is stressful. In the wireless industry it has to be extreme.
The boys comming back from Iraq would indeed be excellent choices to fill the positions of those who would rather do something else.
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kingfrog77 said:coldsteel said:
you think THIS is stressful?!? Try combat. This CSR post ain't diddley. 😎
It's all relative isn't it?
Cingular would get better CS scores if they psychologically "screened" their applicants for stress tolerance.
Customer Service by nature is stressful. In the wireless industry it has to be extreme.
The boys comming back from Iraq would indeed be excellent choices to fill the positions of those who would rather do something else.
ok here is my opinion, good customer service scores come from HAPPY representatives, what makes reps happy when it comes to a job? good pay, good benefits, and a relaxed work enviroments, customer car...
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😁
I have taken calls from some good customers, bad customers, cracked out customers, young customers, ****y businessmen that think they know it all, and old customers that really shouldn’t have a cell phone because they’ll never be able to use it.
On the other hand I have worked with good reps, bad reps, reps that seem to only be here to get a pay check, ands ones that think they know what they are talking about and others that really over achieve. In what ever you do you are going to run in to people that are worthless pieces of crap that should not be allowed to bread more stupid useless people. When it all comes down to it, it’s just another part of life that we have to deal with. And if you don’t like you job then maybe it’s time...
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I have taken calls from some good customers, bad customers, cracked out customers, young customers, ****y businessmen that think they know it all, and old customers that really shouldn’t have a cell phone because they’ll never be able to use it.
On the other hand I have worked with good reps, bad reps, reps that seem to only be here to get a pay check, ands ones that think they know what they are talking about and others that really over achieve. In what ever you do you are going to run in to people that are worthless pieces of crap that should not be allowed to bread more stupid useless people. When it all comes down to it, it’s just another part of life that we have to deal with. And if you don’t like you job then maybe it’s time...
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I enjoy my job......yes it can be stressful, but thats any job. lol...as will all jobs, I wish the pay was more. I enjoying using Edge points.....my bro works at Verizon data support..gets paid good, but doesnt have any edge incentives...and we have better benefits!
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Buckock said:
I enjoy my job......yes it can be stressful, but thats any job. lol...as will all jobs, I wish the pay was more. I enjoying using Edge points.....my bro works at Verizon data support..gets paid good, but doesnt have any edge incentives...and we have better benefits!
ok so i am just going to make an assumption here, this EDGE points thing is some form of rewards program for you care reps? and i noticed you mentioned something about the pay for cingular and how its not very good and how the pay for verizon is good, so you would take a crappy paying job over a good paying job for some sort of rewards program? i find that illogical, i honestly feel that a companies pay should reflect the stress...
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Actually i think they meant our insurance is also better than Verizon's which is price and coverage wise. And the points are a nice incentive but pay comes down to it and no matter what anyone says its pretty close Verizon offered me a job and it wasn't much a pay change to jump to a company i think that is alot more shady in it practices than cingular.
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CingularguyinTN said:
Actually i think they meant our insurance is also better than Verizon's which is price and coverage wise. And the points are a nice incentive but pay comes down to it and no matter what anyone says its pretty close Verizon offered me a job and it wasn't much a pay change to jump to a company i think that is alot more shady in it practices than cingular.
lets not get started on shady practices in the CINGULAR forum 😉 anyways, i have checked my local area on the pay that a care rep at a cingular call center gets vs. the verizon call center, the verizon call center pays approximately 7-10k MORE per year starting yeah, thats a big enough gap for me to leave ANY company if another co...
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kingfrog77 said:...If a few more customers could take some of these items to heart, I won't be so pissed off all day and expect the next customer to request I waive their upgrade fee, give them a free camera phone and throw in some accessories like so many do and I'll be more likely to do whatever I can to help you.
As a Cingular customer, I do not think its my task to see where you are comming from. You chose to take a job knowing you are in a service industry that rates at the bottom of the customer satisfaction food chain for the money YOU agreed to accept.
A customer should be able to ask for ANYTHING without retribution or a "special understanding" of your chosen working conditions. Whe
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Don't worry, no matter how many people complain about complaining, reps will NEVER stop telling "no sh!t, there I was" stories of the front line of customer service. It's as much a part of our lives as our porn star voices and radio faces... 🤣
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Aleq said:And my porn star body. Ron Jeremy eat your heart out!
Don't worry, no matter how many people complain about complaining, reps will NEVER stop telling "no sh!t, there I was" stories of the front line of customer service. It's as much a part of our lives as our porn star voices and radio faces... 🤣
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I think Ron Jeremy has already eaten enough. We don't need to encourage him.
**I just reread that, and caught the unintended double-entendre! 🤣
**I just reread that, and caught the unintended double-entendre! 🤣
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KnifeySpooney said:Ron's my personal hero. A totally fat, hairy bastard that has sex with ridiculously hot, young girls every day. Sigh.
I think Ron Jeremy has already eaten enough. We don't need to encourage him.
**I just reread that, and caught the unintended double-entendre! 🤣
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As a cust service rep i can see where the consumers are comming from; because i'm a cingular customer also i have my own contract. What us as reps are talking about though isn't the dumb customer it's the customer that if they don't get what they ask for will belittle and personally attack you. I'm in the military also and the worst language i've heard wasn't while i was overseas it's by some of the customers. Now i've seen reps be left in tears and crying; i've heard of customers threating not just physical harm but death also. Now i can't blame customers for asking but when i have a customer tell me that he'll hunt me down and kill me thats when i take objection. Now i know all customers aren't like this but we get the majority of the...
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Everyone must realize that alot of customers are happy with there service and hardly ever call in.
I'm sure all care reps have gotten calls where its the first time the cust has called in for 2 yrs.
Those ones are great to deal with. The majority of calls we get that go balistic on us are the unhappy custs or just plain aholes
I'm sure all care reps have gotten calls where its the first time the cust has called in for 2 yrs.
Those ones are great to deal with. The majority of calls we get that go balistic on us are the unhappy custs or just plain aholes
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